Job Description

Job Title: Call Center Account Management Specialist

Location: Hybrid - El Segundo, CA

Company Overview: Join our dynamic team where we are dedicated to providing exceptional customer service and support. We are looking for a motivated and detail-oriented Call Center Account Specialist to join our team in a hybrid role, combining remote work with in-office responsibilities in El Segundo, CA.

Job Description: As a Call Center Account Specialist, you will be the primary point of contact for our valued customers. You will handle a variety of customer inquiries, provide product and service information, and resolve any emerging problems that our customers might face with accuracy and efficiency. Your goal is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Key Responsibilities:

• Manage large amounts of outbound calls in a timely manner.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Update Customer information in database
• Research and troubleshoot
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way.
• Meet personal/team qualitative and quantitative targets.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Follow communication procedures, guidelines, and policies.

Requirements:

• Proven customer support experience or experience as a Client Service Representative.
• Account Management experience
• High Volume Outbound Center experience
• NICE inContact experience preferred
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Associate’s Degree and additional qualifications in Customer Service will be a plus.

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