Summary:
The Call Center Agent is responsible for providing support to external customers who participate in our customers’ loyalty rewards programs. The Call Center Agent will assist members via phone or electronic (e-mail/Chat) contact, to answer member questions and address member concerns.
Position Essential Functions
Demonstrate patience and provide excellent customer service to callers
Gather customer information to effectively guide them to final resolution.
Clear and concise communication with customers by explaining procedures, answering questions, and providing information.
Handle inbound calls for general inquiry, Reward order entry, website support or general support for our customer’s Reward Loyalty programs.
Explain Reward Loyalty program terms and conditions to customers.
Make outbound phone calls in follow up on customer requests or to complete problem resolution
Participate in outbound call campaigns as needed
Comfortable multi-tasking between client programs, Company systems, and interacting with the customer
Maintain and improve quality results by adhering to Company standards and guidelines
Continuously expands job knowledge by studying new Reward descriptions, job aids, Program Overviews, and participating in ongoing ampliFI training
Requirements
No previous Call Center experience required
Previous customer service experience is helpful.
Ability to work successfully in a metrics driven, remote environment
Competencies and Skills
Empathy, compassion and patience
Emotional intelligence
Excellent verbal, and written communication skills
Demonstrated understanding of phone etiquette
Computer skills including basic knowledge of Microsoft Office products
Customer focused, with a “can-do” attitude to bring customer issues to resolution
High level of accuracy and attention to detail
Reliability
Adaptability
Good judgment and decision-making
Able to prioritize and organize work, particularly in a remote environment
Bilingual in English and Spanish is a plus