Listing Details for Call Center Agent at Twenty4Hire

- Answer inbound calls promptly and professionally, delivering a positive experience on every interaction. - Listen actively to identify customer needs, resolve inquiries, and provide accurate information and solutions on first contact. - Log and update customer records in the CRM system with clear, concise notes and follow-up actions. - Meet or exceed service-level and quality metrics (call time, resolution rate, customer satisfaction) consistently. - Handle escalations calmly, escalating complex issues to supervisors and following up to ensure timely resolution. - Apply company scripts, procedures, and compliance requirements while personalizing conversations to build rapport. - Identify opportunities for upselling or cross-selling appropriate products and services to support revenue goals. - Participate in ongoing training, team meetings, and feedback sessions to continuously improve skills and service delivery.

- High school diploma or equivalent - 1+ year of inbound call center or customer service experience, with a track record of delivering positive customer interactions - Excellent verbal communication and active listening skills; ability to build rapport and de-escalate tense situations calmly - Demonstrated ability to resolve customer issues on first contact and consistently meet service-level and quality metrics (AHT, FCR, CSAT) - Proven experience using CRM systems to accurately log and update customer records with clear, concise notes and follow-up actions - Strong problem-solving skills and sound judgment; able to escalate complex issues appropriately and ensure timely resolution - Ability to follow company scripts, procedures, and compliance requirements while personalizing conversations to the customer - Sales aptitude with experience or demonstrated ability to identify and execute upsell/cross-sell opportunities - Reliable, flexible with shift availability, and committed to ongoing training, team meetings, and performance feedback - Proficient with computers and typing; comfortable using telephony systems and common office software