CALL CENTER CUSTOMER SERVICE AGENT

YOU MUST LIVE IN THE UNITED STATES Position Summary... As a Call Center Representative, you will be responsible for providing exceptional customer service and resolving inquiries or issues through telephone conversations. Your primary objective is to ensure customer satisfaction, promote brand loyalty, and maintain high-quality standards in all interactions with customers. Key Responsibilities: ? Customer Service: Answer incoming calls promptly and professionally, addressing customer inquiries, concerns, and complaints with accuracy and empathy. Provide information about products, services, policies, and procedures in a clear and concise manner. Strive to exceed customer expectations and ensure their satisfaction. ? Issue Resolution: Identify customer needs and concerns, and work towards effective resolution. Use active listening and problem-solving skills to understand and address customer inquiries, resolving issues promptly and efficiently. Escalate complex or unresolved issues to the appropriate supervisor or department, if required. ? Documentation and Record-Keeping: Accurately document customer interactions, inquiries, complaints, and resolutions in the call center database or CRM system. Maintain comprehensive and organized records to facilitate follow-up actions and future reference. ? Product and Process Knowledge: Stay updated on the organization's products, services, policies, and procedures. Keep abreast of any changes or updates and effectively communicate them to customers. Continuously improve product knowledge to provide accurate information and guidance. ? Communication and Professionalism: Maintain a professional and courteous tone throughout customer interactions. Display excellent verbal and written communication skills, ensuring clarity, patience, and empathy while addressing customer concerns. Follow call center guidelines and adhere to established scripts, as applicable. ? Time and Task Management: Efficiently manage call volumes, ensuring adherence to established service level agreements (SLAs) and average handling time (AHT) targets. Handle multiple tasks simultaneously, such as processing customer orders, updating customer information, and resolving issues, while maintaining accuracy and quality. ? Team Collaboration: Collaborate with team members, supervisors, and other departments to ensure consistent and effective customer service delivery. Share knowledge and best practices to contribute to the continuous improvement of the call center operations. ? Customer Feedback and Reporting: Collect and analyze customer feedback, complaints, and trends. Provide valuable insights and suggestions for improving customer experience, call center processes, and product/service enhancements. Qualifications and Skills: ? YOU MUST LIVE IN THE UNITED STATES ? High school diploma or equivalent (some positions may require a college degree) ? Previous experience in a customer service or call center environment is preferred ? Excellent verbal and written communication skills ? Active listening and problem-solving abilities ? Patience, empathy, and ability to remain calm under pressure ? Strong computer skills and ability to navigate multiple software applications ? Typing proficiency and accuracy ? Ability to work in a fast-paced environment and handle high call volumes ? Flexibility to work various shifts, including evenings, weekends, and holidays About us Lido Labs, and the brands that it supports are committed to making the internet a smaller place. Every day we peel back the complication of online advertising, connecting localized service providers with their next customer. As online advertising has evolved, technology has become critical. At Lido Labs, we customize consumer communication through our proprietary suite of marketing tools and processes. This advantage combined with our proven proficiency to architect high performance marketing funnels has propelled the brands we manage to the top in their respective niche?s. Focused on fulfilling the needs of a passionate consumer, Lido Labs directs its attention to the promotion of products and services with an emotional connection to its audience(s). Solving problems for people through designed personal connections on the world wide web is the cornerstone of the Lido Labs foundation. We exist to inspire hope, extinguish fear, and bring help to people searching for solutions in the real world. The Lido Labs brands include Concealed Coalition (www.concealedcoalition.com) and American Service Pets (www.americanservicepets.com). Lido Labs is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status or any other legally protected class

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