Job Description

Position Title : Call Center Customer Service Assistant
Department : Customer Service
Location : Austin, TX
Employment Type : Full-Time
Reports To : Call Center Supervisor

Job Summary

The Call Center Customer Service Assistant is responsible for providing exceptional customer support by responding to inquiries, resolving issues, and ensuring a positive customer experience. This role involves handling inbound and outbound calls, maintaining customer records, and achieving performance targets in a fast-paced environment.

Key Responsibilities

1. Customer Interaction

   • Answer incoming calls promptly and professionally.
   • Handle customer inquiries, complaints, and requests efficiently.
   • Provide accurate information regarding products, services, and company policies.

2. Problem Resolution

   • Identify and resolve customer issues in a timely and effective manner.
   • Escalate complex issues to the appropriate department or supervisor when necessary.
   • Follow up to ensure customer satisfaction.

3. Documentation

   • Maintain accurate and detailed customer records in the CRM system.
   • Log call details and resolutions appropriately for reference and reporting.

4. Performance Goals

   • Meet or exceed individual and team performance metrics, including call handling time, customer satisfaction scores, and resolution rates.
   • Participate in regular training sessions to stay updated on products, services, and best practices.

5. Collaboration

   • Work closely with team members and other departments to ensure seamless customer service.
   • Share feedback and insights to improve processes and customer experiences.

Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to multitask and manage time effectively.
• Empathy, patience, and a customer-focused mindset.

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