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Contact Center Agent

Company: OptimumCX
Location: Reno
Posted on: March 25, 2020

Job Description:

Contact Center Agent - Job Description General Description: Answer in-bound sales/service phone calls, provide an exceptional customer service experience. Contact Center Agent Primary Job Functions: Primary role of the Contact Center Agent supporting our account is to handle a high volume of calls in a professional and courteous manner. Calls come from a variety of sources and customers from across the United States. Our primary calls consist of:

  • Sales: Customer calls consist of responding to direct mail or email sent by our Client. Agents are expected to convert these calls at 50% and to offer additional products and bundle as appropriate
    • Billing: Customer calls consist of a variety of questions regarding their current products and if they have coverage. Agents will utilize the systems available to access and determine if the customer is current on their coverage, if their credit card is updated, if they are an ACH or Echeck customer to verify if we have received their payments. Agents are expected to review the account, answer the customers questions and to upsell or cross-sell the customer based on programs they are currently enrolled in
      • Customer Service: Customer calls consist of general questions regarding their current products, coverage amounts, differences between their products. Agents are expected to review the account, answer the customers questions and to upsell or cross-sell the customer based on the programs they are currently enrolled in
        • Retention: Customer calls consist of requesting to cancel their services and the expectation is that our Agents will attempt to save the customer and continue their services. Contact Center Agent Requirements:
          • Must be at least 18 years of age
          • Must have a HS Diploma/GED
          • Must be able to pass a background check
          • Able type a minimum of 25 WPM
          • Customer Service Experience 0-2 years
          • Great Attendance and Punctuality
          • Professional Demeanor
          • Computer Skills
          • Detailed Oriented
          • Strong communication skills both verbal and written
          • Able to work in a fast pace call center environment Contact Center Agent Desired Skills:
            • Solid experience in problem solving and resolution skills
            • Sales Experience Company Offers:
              • Full time work hours
              • Paid training
              • Opportunity to earn unlimited commissions
              • Advancement/career opportunities (WE PROMOTE FROM WITHIN) 85% of our current managers have been promoted into their current positions
              • Benefits offered after completion of 60 consecutive work days
              • Ask about our exciting new on site market and how you can receive lunch on us Physical Demands: Must be able to remain in a stationary position for long periods of time, constantly operates a computer, telephone and other office equipment as needed. Disclaimer: This job description is not intended as a contract of employment, OptimumCX, LLC is an at will employer which means; the employer may terminate the employment relationship with an employee at any time, for any reason, with or without cause or notice. At the same time an employee may end their employment relationship at any time, for any reason, with or without cause or notice. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time; this description reflects managements assignment of essential job functions, it does not proscribe or restrict the tasks that may be assigned. This job description may be subject to modification and/or change at any time. #d#ZR

Keywords: OptimumCX, Reno , Contact Center Agent, Sales , Reno, Nevada

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