Job Description

As a Call Center Representative , you will be responsible for providing exceptional customer service and support through telephone interactions. You will handle inbound and outbound calls, addressing customer inquiries, resolving complaints, and ensuring customer satisfaction. Your role will require excellent communication skills, a customer-focused approach, and the ability to multitask. This role will report to our Lincoln, RI office location. 

Essential Job Functions

• Answer incoming calls promptly and professionally, addressing customer inquiries, concerns
• Provide accurate and detailed information about products, services, and company policies to customers.
• Investigate and resolve customer complaints or concerns
• Maintain a high level of product knowledge to effectively assist customers with booking appointments and educating them on membership opportunities and benefits.
• Document customer interactions, including details of inquiries, complaints, or actions taken, in the appropriate systems or databases.
• Follow established command center scripts, procedures, and guidelines to ensure consistent and quality customer interactions.
• Meet or exceed individual and team performance targets, including average call handling time, customer satisfaction, and first-call resolution.
• Collaborate with other team members and departments to resolve customer issues and improve overall customer experience.
• Stay updated on company products, services, promotions, and policies to provide accurate and up-to-date information to customers.
• Participate in ongoing training and professional development programs to enhance knowledge and skills.
• Adhere to command center policies and procedures, including confidentiality and data protection
• Contribute to a positive and supportive team environment, actively sharing knowledge and best practices with colleagues.
• Identify opportunities for process improvements and provide feedback to supervisors or managers.
• Adapting to a flexible work schedule, including evening shifts, weekends, and holidays, as required.

We offer over time and holiday hours. Some weekend work is required.

Open shifts include:

• 7:00am-3:30pm (1)
• 8:00am-4:30pm (2)
• 9:00am-5:30pm (1)
• 10:00am-6:30pm (1)
• 11:00am-7:30pm (2)
• 12:00pm-8:30pm (3)
• 2:30pm-11:00pm (2)

Required Skills and Experience

• High school diploma or equivalent; additional education is a plus.
• Previous experience in a customer service or command center role is preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to handle difficult or irate customers with patience and professionalism.
• Familiarity with command center software and systems, including customer relationship management
• (CRM) tools and telephony systems.
• Proficiency in using computers and navigating multiple software applications simultaneously.
• Strong multitasking and organizational skills with the ability to prioritize and manage time effectively.
• Attention to detail and accuracy in data entry and documentation.
• Ability to work well both independently and in a team environment.
• Positive attitude, resilience, and adaptability to handle a high-pressure work environment.
• Customer-centric mindset and a passion for delivering exceptional service.
• Ability to maintain professionalism and composure during challenging customer interactions.
• Willingness to adhere to command center metrics and performance goals.

Compensation & Benefits

• Paid time off (PTO) & Holiday pay according to company policy.
• Continuous training and development opportunities.
• Medical, Dental and Vision Insurance
• 401K Plan with Company Match
• Long Term Disability
• Company Paid Life Insurance
• Flexible Spending Account
• Great Company Culture

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