PFG - Call Center Representative at Elevate Fence Partners – West Chicago, Illinois

Do you like working in a fast-paced environment where there's always a customer or team member to be helped? Are you someone who thrives in an environment that's always on the go? Does talking to people all day sound like something you'd love to do every day? We are in search of a friendly and outgoing Call Center Representative to join our Customer Service team. This role is devoted not only to answering inbound phone calls at our corporate office, but for ensuring that our customers have a positive experience. Clear and accurate communicators with exceptional customer service skills are a must for this role. Do you have what it takes to be on the front lines of our customer communication?

Position Overview

This is a full-time, in-office position. The schedule for this position is Monday through Friday from 8am to 5pm.

The Call Center Representative is the first point of contact and is responsible for assisting the Customer Service Manager with all customer care responsibilities, managing inbound call center activity, and providing communication support for the Customer Service Department. The Call Center Representative is responsible for maintaining professional communication with customers while delivering exceptional customer service. The Call Center Representative is primarily focused on the following objectives:

• Managing all inbound calls
• Troubleshooting customer issues and documenting information appropriately in order to resolve or escalate as needed.
• Responding to customer inquiries through multiple communication platforms, i.e.: phone, voicemail, email, text or live-chat.
• Qualifying new leads as they come in through a variety of sources
• Setting up fence consultation appointments for Residential customers

The Call Center Representative is responsible for supporting all customers and embraces a culture committed to delivering the Peerless Promise: Quality, Service & Integrity.

Role and Responsibilities

• Greet and speak or interact with customers in a friendly and professional manner
• Manage inbound call center activity
• Respond to customer inquiries by phone, voicemail, email, text or live-chat
• Address customer feedback, document, and problem solve customer concerns
• See customer complaints through the resolution process to completion
• Maintain a friendly and professional demeanor with all customer interactions
• Provide direct support to the Customer Service Manager
• Complete other office or department duties as assigned

Objectives

• Maintain consistent, reliable, and professional coverage of call center activity
• Resolve customer escalations
• Achieve customer satisfaction measures
• Achieve objectives for attendance/reliability
• Maintain focus on providing Customer Service with Quality, Service, and Integrity

Required Skills:

• Previous experience in a call center or customer service role
• Experience resolving customer issues and concerns
• Professional demeanor
• Excellent verbal and written communication skills
• Ability to navigate difficult conversations effectively and respectfully with customers and internal team members
• Ability to understand organizational responsibilities
• Ability to excel in a fast-paced environment
• Demonstrable problem solving and critical thinking
• Above average listening skills, organizational skills, and attention to detail
• Proficient in relevant computer applications
• • Gmail/GSuite
  • Salesforce
• Ability to present a calming influence with customers, particularly in escalated interactions

Preferred Skills:

• Previous Experience in a high call volume environment
• Proficiency in multi-line phone systems