Full-Time Contact Center Representative

Job Description At WMA we rely on knowledgeable professionals to interact with our valued customers who have questions or concerns. We're looking for a highly skilled call center representative to join our team, managing a large volume of inbound and outbound calls. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call. This person will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance for service. As the voice of our company, the call center representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction. Objectives of this role Handle a large volume of inbound and outbound calls in a timely mannerFollow communication scripts and use knowledge of the company's products and services to go off-script when necessaryIdentify customer needs, research issues, resolve complaints, and provide solutionsMaintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation teamRecommend improvements for systems and processes to boost organizational efficiencyResponsibilities Memorize scripts for products and services, and refer to them during callsBuild positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriatelyIdentify opportunities for driving sales and revenue of the company's existing product suite, and seize opportunities to upsell when appropriateMeet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and qualityCreate and maintain record of daily problems and remedial actions are taken, using call-center databaseLeverage data and insights gathered by the call center to recommend and influence process improvementsRequired skills and qualifications High school degree or equivalentExperience working in a call center or customer-support roleStrong active listening and verbal-communication skillsProficiency in problem-solvingAbility to multitask and manage time effectivelyPreferred skills and qualifications Expertise in conflict resolutionExperience in customer salesBenefits · Flexible schedule· Free food & snacks· Opportunity for advancement· Potential for bonuses