Location:
Remote
Time Type:
Part-time
Experience:
2 years
Job Description:
As a Call Center Agent, you are an integral part of our customer service team, responsible for handling both voice and non-voice interactions while delivering on key performance indicators (KPIs).
Responsibilities:
Tier 1 - Entry Level:
Learn the basics of our products, services, and call center systems.
Focus on developing specific skills required for the job, with an emphasis on delivering exceptional customer service.
Start by handling voice calls only, and if the skillset is present, progress to handling non-voice tasks as well.
Meet KPIs related to call handling time, customer satisfaction, and quality of service.
Tier 2 - Mid Level:
Build upon the knowledge and skills acquired in Tier 1, becoming proficient in all aspects of the job.
Serve as a Subject Matter Expert (SME) for a particular part of the business, such as overcoming objections, increasing show appointment rates, or improving appointment conversation rates.
Work on special or new projects before they are released to the entire team, providing valuable insights and feedback.
Meet KPIs while also contributing to the development and improvement of team performance.
Tier 3 - Senior Level (Ready for Promotion):
Demonstrate mastery of all skills and knowledge acquired in Tiers 1 and 2, with a proven track record of success.
Function as a Player Coach, spending most of their time working on leads (both voice and non-voice) while also coaching and mentoring junior agents.
Identify opportunities for skill development among team members and provide guidance and support to help them grow.
Meet and exceed KPIs while fostering a culture of excellence and continuous improvement within the team.
Qualifications:
Previous experience in a call center or customer service environment is preferred.
Strong communication skills, both verbal and written.
Excellent problem-solving abilities and a customer-focused mindset.
Ability to work well under pressure and meet KPI targets.
Adaptability to learn new skills and processes quickly.
Tier-Specific Qualifications:
Tier 1:
High school diploma or equivalent
No prior experience is required; training will be provided.
Willingness to learn and develop new skills.
Ability to handle high call volumes with professionalism and efficiency.
Tier 2:
High school diploma or equivalent
Minimum of 1-2 years of experience in a call center or customer service role.
Demonstrated expertise in specific areas of the business.
Strong analytical skills and attention to detail.
Tier 3:
High school diploma or equivalent
Minimum of 2-3 years of experience in a call center or customer service role.
Proven track record of success in meeting and exceeding KPIs.
Leadership and mentoring experience preferred.