SR. Call Center Representative

Boston, MA | Contract

Job ID: 4738 Category: Customer Service/Call Center

Our client is seeking an experienced Senior front line customer experience agent to help oversee shift activities and process inbound and outbound calls in one of its Boston call centers. If you have a desire to help others, are customer centric and detail-oriented you will fit in well with our strong company culture focused on a positive customer experience. Essential Duties & Responsibilities:
  • HOURS: 3: 30pm - 11PM Monday - Friday ( possible coverage on Saturdays to cover vacations)
  • Answer urgent and non-urgent phone calls using computer-telephony integration
  • Provide information, document interactions, or schedule appointments using predefined scripts and templates
  • Monitor schedule and ensure service objectives are met
  • Ability to read, write and comprehend the English language
  • Ability to communicate effectively with all types of people
  • Ability to accurately document information during the telephone contact
  • Ability to multitask and deal with escalated calls
  • Ability to keep information confidential
  • High School degree
  • 3 years of group lead/ supervisory experience
  • Bilingual Spanish or Asian dialects a plus

 

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