Call Center Agent 18F26

As a Call Center Agent at 18F26, you will be the first point of contact for our valued customers. Your primary role is to assist clients by responding to their inquiries, resolving complaints, and providing high-quality service. You will represent our company by projecting a positive and professional image at all times. The ideal candidate is a patient, upbeat individual who enjoys helping people and can handle multiple tasks in a fast-paced environment. Join our team to be part of a growing company that values innovation, sustainability, and employee development in a supportive and inclusive workplace.

Responsibilities

• Answer incoming calls promptly and courteously, providing high-quality customer service.
• Identify and assess customers' needs to achieve satisfactory solutions.
• Provide accurate information regarding products and services to customers.
• Handle customer complaints tactfully and escalate issues when necessary.
• Maintain detailed and accurate records of customer interactions and transactions.
• Follow communication procedures, guidelines, and policies consistently.
• Meet personal and team call handling quotas and performance goals.
• Collaborate with team members to improve department efficiency and effectiveness.
• Participate in ongoing training and development opportunities.
• Keep up-to-date with product knowledge, company standards, and call center procedures.
• Foster a positive, professional, and engaging rapport with customers and colleagues.
• Identify opportunities for process improvements and feedback to management.

Requirements

• High school diploma or equivalent qualification is required.
• Previous experience in customer service or call center preferred.
• Excellent communication and interpersonal skills are essential for the role.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong problem-solving skills with a solution-oriented approach to challenges.
• Proficient computer skills, including experience with CRM systems and MS Office.
• Flexibility to work various shifts, including evenings, weekends, and holidays.