Call Center Representative in Chicago, IL at Elite Staffing Inc.

Date Posted: 10/5/2020

Job Snapshot

  • Employee Type:
    Contractor
  • Location:
    Chicago, IL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/5/2020

Job Description

Call Center Representative

Job Duties:

Provides prompt and accurate service so as to promote customer loyalty.

Ensures Customer Service Representatives follow schedules.

Ensures delivery of excellent customer service through providing accurate program information, effective communications, and coordinating with other departments to resolve inquires.

Answers client calls regarding all programs  

Handles escalated calls from clients to ensure customer concern is being addressed in a timely manner.

Prepares training materials and train new team members.

Identifies and assists in implementing process improvements.

Monitors live and recorded calls and use established monitoring protocols to provide consistent coaching.

Greet clients professionally and cordially to ascertain problem or reason for calling.

Ensures delivery of excellent customer service through providing accurate program information and effective communication.

Follow appropriate scripting.

Incorporate changes in customer service policies as well as agency policies.

Act as the agency gatekeeper.

Accurately record details of client inquiries or complaints

Direct unresolved client inquiries to appropriate teams

Meet or exceed Call Center performance goals.

Work with Call Center Team Leads and Supervisor to ensure proper customer service is delivered.

Work independently using available resources

Utilize computer technology to handle high call volumes.

Requirements:

Strong Customer Service skills, including the ability to remain flexible and calm in high pressure or continually changing situations.

Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook

Solid organizational skills, including the ability to prioritize and multi task in a demanding environment.

Excellent interpersonal skills.

Ability to relate to personnel and clients from diverse socioeconomic and cultural backgrounds.

2-5 years of prior customer service experience is required.

1-2 years of Call Center experience

2 years of experience in Energy Assistance Programs or a relevant social service operation is preferred.

Bi-lingual preferred

$15.00-17.00/hr depending on experience

830am-5pm

Chicago, IL

melissar@elitestaffinginc.com and ivonne@elitestaffinginc.com