Customer Service Representative - Call Center

Job Summary:
The Customer Service Representative provides exceptional support to customers in a high-volume call center environment. This role is responsible for handling inbound and outbound calls, resolving inquiries, troubleshooting issues, and delivering a positive customer experience while meeting performance and quality metrics.

Key Responsibilities

• Answer high-volume inbound calls and respond to customer inquiries in a professional, friendly manner.
• Provide accurate information regarding products, services, policies, and account details.
• Troubleshoot customer issues and work to resolve concerns efficiently and effectively.
• Escalate complex problems to the appropriate department when needed.
• Document all customer interactions in the system with clear and thorough notes.
• Meet or exceed call center performance metrics including call volume, quality, and customer satisfaction.
• Follow call scripts, compliance guidelines, and standard operating procedures.
• Process account updates, payments, orders, or service requests as needed.
• Maintain a calm, patient, and solution-focused approach in all interactions.
• Collaborate with team members and supervisors to improve processes and enhance the customer experience.

Qualifications

• Previous call center or customer service experience preferred.
• Strong communication, active listening, and problem-solving skills.
• Ability to multitask, manage time effectively, and work in a fast-paced environment.
• Proficiency with computers, CRM systems, and data entry.
• High school diploma or equivalent required.

Skills

• Excellent verbal communication
• Customer conflict resolution
• Data entry accuracy
• Empathy and patience
• Call control and de-escalation
• Team collaboration
• Professional phone etiquette

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.