Call Center Representative Inbound

posted:
Location
Trenton, New Jersey
Industry
Customer Service & Call Center (Office and Administrative Support Occupations)
Job Type
Temp to Perm
Working Hours
8:00 AM - 11:00 PM
Salary
US$ 12.00 - US$ 14.00 per hour
Ref. Number
S_32695
Contact
Devin Sypher, Spherion
Phone
609-734-0003
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Job Description

The Customer Service Representative ("CSR") is an important member of the contact center team that creates and maintains customer relationships, understands products and services, researches inquiries, assembles and communicates information, verifies customers' understanding of information, answer and records customer inquiries.

Responsibilities:
*Promote meaningful relationships and brand loyalty through engaged and informed conversation with customers (healthcare providers, office staff, patients, pharmacists, and pharmaceutical sales representatives).
*Respond to immediate customer questions, requests, concerns and needs.
*Manage a high volume of inbound and/or outbound contact with customers via telephone, email, and chat.
*Investigate issues that cannot be resolved at the initial point of contact and follow through until issue resolution.
*Escalate issues according to department protocol.
*Share feedback and assist management in enhancing the programs in order to provide the best customer service.
*Maintain accurate data in systems, and update as necessary.
*Utilize workflows and scripting materials to inquire and help identify barriers with customers.
*Perform other duties as assigned.

Working hours: 8:00 AM - 11:00 PM

Skills:
*Excellent written and oral communication skills
*Excellent interpersonal, organizational and active listening skills
*Ability to establish rapport and develop relationships via phone
*Balance multiple priorities to meet expected response deadlines contingent on call and email volume
*Ability to think quickly to maintain conversational discussion with customers
*Ability to multi-task while handling inbound and/or outbound calls across many accounts and systems
*Ability to work independently and as a member of a team
*Adaptable, flexible and readily adjust to changing situations
*Display tact and diplomacy in response to unfavorable or negative situations
*Demonstrated sensitivity and understanding when speaking with customers
*Demonstrated computer skills includes Microsoft Outlook
*Demonstrated passion for speaking with people in an outgoing way

Education:
High School

Experience:
1-4 years

Qualifications:
REQUIRED EDUCATION AND EXPERIENCE:
*High school diploma or equivalent
*Two (2) years of work experience
*One (1) year of work experience in a customer service or customer focused role
*Must have proven ability to provide consistently high-quality of service

PREFERRED EDUCATION AND EXPERIENCE:
*One (1) year of work experience in a call center or similar environment
*Experience in a medical or pharmaceutical environment

PHYSICAL REQUIREMENTS:
*Ability to remain seated for prolonged periods of time
*Extensive keyboarding, switching from multiple applications and use of phone

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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