NOT A REMOTE POSITION - - The Call Center Representative I reports to the Customer Service Supervisors and is responsible for providing Athens clients and residents of surrounding communities with a resource for insuring exceptional service, answering inquiries, fulfilling requests, maintain/update database records and resolving concerns or complaints. Call Center Representative I requires exceptional understanding of our customer community contract benefits, city ordinances, billing database, a... more details
Summary
*** NOT A REMOTE POSITION**
The Call Center Representative I reports to the Customer Service Supervisors and is responsible for providing Athens clients and residents of surrounding communities with a resource for insuring exceptional service, answering inquiries, fulfilling requests, maintain/update database records and resolving concerns or complaints. Call Center Representative I requires exceptional understanding of our customer community contract benefits, city ordinances, billing database, and the ability to soft collect and enroll customers into payment options during calls. The upselling of additional services is required when dealing with extra fees, extra pick-ups, and executing within contract parameters. Multi-tasking and accurate detail are critical to success of this role. Must be able to identify revenue and collection opportunities and execute during the call based on customer profile.
Job Description
Primary function is to handle Service calls, soft collect, and present payments options.
Secondary responsibility is to handle billing payments enhancing web pay customer base, with additional responsibility to fully set up new customers with all options during the first call transaction.
Determines requirements by working with customer profile, requires detail based on challenge and present alternative solutions to customers.
Must be well versed in company billing database and payment options to satisfactorily resolve customer and company requirements.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Up-Sells additional services by recognizing opportunities to up-sell accounts; explaining new services, charges for additional equipment, extra service requests, etc.
Requires impeccable documentation skills keeping the customer well informed and accurate notes in database system.
Updates and maintains call center database by entering information on every call.
Serves as an on-site resource for customers as well as Athens sales and operations personnel.
Updates job knowledge by participating in educational opportunities, attends mandatory training to enhance system and equipment knowledge and selling skills.
Enhances career by accepting ownership of accomplishing new and different projects.
Greet customers and residents in a professional & courteous manner.
Meets or exceeds service quality and productivity goals set for the position.
Attends various city events as Company representative.
Performs other duties as assigned.
Required Qualifications
Minimum of 1 - 2 years of experience in a high volume Call Center is required.
High School Diploma/GED.
Strong multitasking abilities and high detail is required.
Excellent verbal, written and presentation skills.
Proficient in building trusting relationships with customers and being attentive to their needs.
Customer focused and exceptional listening abilities.
Data entry by touch and typing proficiency of 45 wpm.
Proficiency in the use of Microsoft Office software.
Ability to effectively make quick sound decisions.
Ability to perform physical requirements of the position with or without reasonable accommodations.
Preferred Qualifications
Bilingual English / Spanish
Work experience in the waste or transportation industry.
Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran
Job Abstracts is an independent Job Search Engine. Job Abstracts is not an agent or representative and is not endorsed, sponsored or affiliated with any employer. Job Abstracts uses proprietary technology to keep the availability and accuracy of its job listings and their details. All trademarks, service marks, logos, domain names, and job descriptions are the property of their respective holder. Job Abstracts does not have its members apply for a job on the jobabstracts.com website. Additionally, Job Abstracts may provide a list of third-party job listings that may not be affiliated with any employer. Please make sure you understand and agree to the website's Terms & Conditions and Privacy Policies you are applying on as they may differ from ours and are not in our control.
We would like to take a second to Welcome You to Job Abstracts, the nation’s largest Pure Job Board. With over 3.1 million job listings from 15,000+ Companies & Organizations, we help job searchers find careers that match their interests. As an anonymous user, you have probably discovered how easy our system is to use. However, you have just scratched the surface of what we can offer.
We encourage you to Register so you can use our most powerful features: searching with multiple terms, setting up multiple locations, establishing favorite companies, and accessing your search history. If you find a job you like, you can apply directly for it, and then, keep notes on it. We will also keep a lookout for jobs that match your search terms and email you when we find something you may like.
You can register for free and the system is free to use. If you like our system so far, click on Register and unlock the power required by serious job searchers.
Any time you conduct a search, the system shows you job matches, ranked by their Relevance Score (RS).
The score is calculated by a proprietary algorithm that uses Intelligent Machine Learning.
The Relevance Score tells you how well the job opportunity matches your search term or terms.
When not logged in, the system is limited to one search term. Scores for single term matches are usually lower.
When you register, log in, and set up multiple terms prioritized by importance, the jobs found for you will receive a much higher Relevance Score.