Job Description
We are looking for a dedicated and empathetic Call Center Representative to join our dynamic team in Raleigh, NC. This is a fully remote position, supporting clients across North Carolina and Virginia.
In this role, you will be the primary point of contact for our customers, handling inquiries with professionalism and efficiency. We offer a competitive benefits package, including health insurance, paid time off, and a clear path for career advancement.
Responsibilities
- Handle a high volume of inbound and outbound customer calls with a focus on retention and satisfaction.
- Resolve complex customer issues and escalate tickets to management when necessary.
- Accurately document all customer interactions, account details, and resolutions in our CRM database.
- Process orders, returns, and service requests accurately and in a timely manner.
- Maintain a deep understanding of company products, policies, and procedures to provide accurate information.
- Collaborate with cross-functional teams to improve service delivery and customer experience.
- Meet or exceed daily and monthly performance metrics, including call quality and average handle time.
Qualifications
- High School Diploma or GED required.
- Previous experience in a call center, customer service, or support role is preferred but not required.
- Excellent verbal communication and active listening skills.
- Must have a quiet, distraction-free home office environment and reliable high-speed internet.
- Proficiency in Microsoft Office Suite and computer navigation.
- Ability to work flexible shifts, including evenings, weekends, and holidays as required.
- Strong problem-solving abilities and a positive, customer-first attitude.