Call Center Operations Specialist
Cepheus Technologies (CephTech) - Tampa, FL

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We believe technology is good not just for business or socializing–we believe it is also a powerful way to improve lives and build thriving communities. This is why we use the same technology, expertise, and partners to help our customers as we use in our social investments. Our commitment to society extends from our employees, who give money and volunteer hours, to major corporate and Corporate Foundation-led programs and nonprofit engagements around the world.

POSITION SUMMARY

This position maybe the most frequent point of contact with our customers. Through telephone interaction with customers, this position will play a vital role in the experience by primarily reviewing customers needs to determine the area that may be able to assist them best.

GENERAL LEVEL OF RESPONSIBILITY

The position is a non-exempt level and will have the opportunity to provide top-notch customer service by handling customer inquires. Your day will be spent having professional and friendly interactions with potential customers to understand their needs. From your questions and information provided by the customer you will also determine what alternative areas that can best respond to the customer's needs.

TYPICAL JOB DUTIES

Under direct supervision, utilize pre-determined scripting and call flow guides to review customers needs. Exercise some judgment capability; is able to work independently on routine matters. Individual is accountable to adhere to routine call center metrics such as schedule adherence and attendance policy. Handles incoming calls, follows departmental guidelines to assess customer needs. Answers routine customer inquires and responds to questions and complaints delivered by the customer by telephone. Refers more difficult or complex problems to supervisor. Will utilize the computer to update and access customer information.

Qualifications

DESIRED BACKGROUND OR TRAINING

1-2 years experience in a Customer Service environment, Requires basic computer proficiency. Strong communication and customer service skills with ability to professionally handle customer objections with rebuttals. Experience working well in a team environment to service customers. Exceptional problem solving skills and the ability to follow procedures. Strong listening and verbal communication skills.
Detail-oriented and organized with ability to multi-task. Must have the ability to work specific shift schedules. Various shifts are available e which include some weekends and evenings.

The goal of our social investments is to promote innovation, independence and long-term progress. We work hard to build programs and support organizations that thrive well beyond our investment–ones that put skills, confidence, and power into the hands of the people we work with. This is why we look for opportunities to give cash, expertise, and technology in ways that help people extend their own abilities. We believe this multiplies the success of the communities and organizations we work with far beyond what we have invested.