We are seeking a skilled and empathetic Call Center Customer Service Representative to join our client's dynamic team. The ideal Call Center candidate will have proven experience managing a high volume of inbound calls in a fast-paced environment while demonstrating exceptional communication, problem-solving, and de-escalation skills. The Call Center role is critical to ensuring a positive customer experience and maintaining our reputation for excellence. Candidates for the Call Center role will need to be a fast learner and take direction well.
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Candidates must be local to Raleigh/Cary, NC - there will be a 3 week on-site training program with 100% attendance required.
After training, employees will be fully remote.
Responsibilities:
- Handle a high volume of inbound customer calls efficiently and professionally.
- Provide accurate, valid, and complete information by using the right tools, resources, and processes.
- Resolve customer issues, complaints, or concerns in a calm and empathetic manner, including handling escalated situations effectively.
- Identify and assess customers' needs to achieve satisfaction and deliver appropriate solutions.
- Document customer interactions, transactions, comments, and complaints thoroughly.
- Escalate unresolved issues to the appropriate internal teams when necessary.
- Follow communication procedures, guidelines, and policies.
- Stay up-to-date with product knowledge, system updates, and industry best practices.
- Meet or exceed performance metrics such as call quality, response time, and customer satisfaction.
Working hours: 9:00 AM - 6:00 PM
Skills:
- Emotional intelligence and active listening
- Conflict resolution and negotiation
- Patience and resilience under pressure
- Attention to detail and accuracy
- Team collaboration and adaptability
Education:
High School
Experience:
1-4 years
Qualifications:
- 2+ years of experience in a high-volume call center environment.
- Demonstrated ability to de-escalate difficult or emotionally charged customer situations with professionalism and empathy.
- Excellent verbal and written communication skills.
- Strong multitasking and organizational skills; able to manage multiple systems while on calls.
- Proficiency in CRM software and call center telephony systems.
- Ability to work flexible shifts, including evenings and weekends as needed.
- High school diploma or equivalent required
If you have experience in a high volume call center environment providing exceptional customer service and are looking for an opportunity to showcase your skills, this could be the opportunity for you!
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.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Spherion, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact Callcenter@spherion.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Spherion offers a comprehensive benefits package, including health, and an incentive and recognition program (all benefits are based on eligibility).