Call Center Operations Manager jobs in Huntsville, AL

Company Description

We recruit, train, and manage customer service representatives to represent global brands in customer care, technical support, and sales. Our reps provide professional customer care services through various integrated platforms that adapt to any client workspace.  Our cloud-based technology ensures consistent representation of branding efforts around the world.

Job Description

We are looking for a customer-oriented service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming calls Generate sales leads Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers.
• Generate sales leads Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers.
• Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers.
• Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers.

Qualifications

• Excellent customer service abilities
• Track record of over-achieving quota
• Good phone etiquette and communication skills
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Authorized to work in the United States
• At least 18 years old
• High school diploma or GED
• Proficient in English
• Strong data entry skills
• Computer skills
• Experience with outbound calling
• Analytical skills
• Multilingual or bilingual proficiency is a plus
• Sales and upselling experience preferred
• Spanish language proficiency advantageous
• Location: Nationwide except CA, CO, CT, MA, MD, NY, OR, WA, or WI

Additional Information

• Paid Training
• Paid Time Off
• Flexible Schedule
• Telehealth Care Plan
• Training & Development
• Advancement Opportunities
• All your information will be kept confidential according to EEO guidelines.