CALL CENTER ASSOCIATE

Call Center Representative for AAPC Management, you will play a crucial role in ensuring exceptional customer experiences and satisfaction. Your primary responsibility will be to handle outbound calls, addressing customer inquiries, providing information, and resolving issues efficiently. This dynamic role requires excellent communication skills, excellent technical skills, a customer-centric approach, and the ability to thrive in a collaborative environment.
Objectives:
- Generate and manage lead source and existing customer databases.
- Respond to customer inquiries and concerns with professionalism and courtesy.
- Adhere to established call scripts and guidelines to ensure consistency and quality.
- Participate in ongoing training to stay updated on product knowledge and service offerings.
- Present a positive and professional image to customers at all times.
- Uphold the company's values and commitment to customer satisfaction.
- Manage and update schedules in real-time to optimize efficiency.
- Maintain detailed and accurate records of customer interactions in the CRM system.
- Generate reports on call metrics, customer feedback, and common concerns.
- Collaborate with internal teams to address and resolve complex problems.
- Manage multiple tasks simultaneously, such as handling calls, sending/responding to emails, and updating customer information.
- Provide feedback on customer trends, common issues, and process improvements.
- Contribute ideas to enhance the overall customer experience.
Competencies:
- Demonstrate fluency in English, both verbal and written communication.
- Strong organizational and time-management skills.
- Excellent interpersonal and communication skills.
- Proficient in using Google, Microsoft, CRM software, and call center tools.
- Strong problem-solving skills and the ability to think on your feet.
Education and Experience:
- High school diploma or equivalent.
- 2 years of experience in a call center or customer service role.
Physical Requirements:
- Stable internet connection and a dedicated workspace for remote work.
- Availability to work during business hours and occasional weekends.
As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, AAPC Management recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.