Customer Service Specialist

Call Center Specialist Agent

DEPARTMENT:

Customer Service

SALARY LEVEL:

I

REPORTS TO:

Customer Service Director

EXEMPT STATUS:

NON-EXEMPT

EMPLOYMENT TYPE:

FULL-TIME

MOTUS ELIGIBLE:

NO

SUPERVISORY RESPONSIBILITIES:

NO

LAST UPDATED:

3/1/2025

ABOUT THE ROLE

The Call Center Specialist plays a crucial role in ensuring customer satisfaction and loyalty by providing exceptional service and support. This position involves interacting with external customers to address inquiries, resolve issues, and provide information about products and services. The specialist will be responsible for maintaining accurate records of customer interactions and feedback, which will contribute to the continuous improvement of service delivery. By effectively communicating with customers, the specialist will help foster a positive brand image and enhance the overall customer experience. Ultimately, the goal of this role is to ensure that every customer feels valued and heard, leading to increased customer retention and satisfaction.

RESPONSIBILITIES

• Handling incoming calls, emails from customers, operators, salespeople and clients, addressing inquiries and resolving issues in a timely manner.
• Document customer interactions and maintain accurate records in the customer relationship management (CRM) system.
• Provide information about products and services, guiding customers through their options and assisting with any necessary processes.
• Collaborate with team members and other departments to ensure customer needs are met and issues are resolved effectively.
• Follow up with customers as needed to ensure their concerns have been addressed and to gather feedback on their experience.
• Send out surveys to distributors and salespeople
• Manage and maintain data, solutions, etc. with ManageEngine
• Responsible for Training new Call Center agents, and keeping current Agents trained and update on any new materials or products.
• Introducing Call Center to new KeyImpact Employees as well as keeping all informed to continue to use our services.
• Sending out Monthly Reports to Upper Management for review.
• Implement Strategies for Collecting, analyzing, and Improving key Call Center metrics, (Handling Times, Customer Satisfaction, and Conversion).
• Knowledge of Clients and maintain complete and accessible files necessary for the effective operation of Call Center. Continual maintenance for Manage Engine, Updating Solutions for client information, Contacts, and Reports.

SKILLS/QUALIFICATIONS

• Excellent communication skills, both verbal and written.
• Strong analytical and organizational skills.
• Ability to research and analyze date in order to provide recommendations.

• High school diploma or equivalent.
• Proven experience in a call center or customer service role.
• Associate's degree in a related field preferred.
• Experience with customer relationship management (CRM) software preferred.
• Highly concentrated mental and visual alertness.
• A major portion of the day is spent sitting and talking.
• Frequent up/down motion to perform duties.
• Moderate to heavy typing, calculating or otherwise working with fingers.
• Visual acuity.