Customer Service Representative (Remote)

Overview: As a representative for our Company, you will be part of a team responsible for growing qualified lead base in order to fulfill client expectations. Employees in this position rely on instruction and pre-established guidelines. This position does not typically require the use of independent judgment. Schedules are arranged based on the availability of people to be contacted which includes nights, weekends, and possibly holidays.



Responsibilities:

• Follow proper technical procedures utilizing computer and telephone equipment to contact or transfer prospects in order to generate a qualified lead base to meet client expectations.
• Professionally greet prospects by speaking clearly and listening effectively.
• Read from and adhere to script procedures as established by client, which may involve a rigid verbatim script.
• Maximize lead generation by utilizing proper gate-keeping techniques and sales procedures.
• Maintain acceptable level of quality assurance scores.
• Establish and maintain an acceptable sales rate.
• Accurately log qualified leads/sales following proper documentation and reporting procedures.
• Enter data consisting of letters and numbers onto web forms using keyboard and mouse.
• Successfully qualify leads by verifying all required information according to client and company guidelines ensuring a fully compliant lead.
• Comply with all federal, state, client, and company rules, regulations, and procedures.
• Provide excellent customer service by maintaining professionalism at all times.
• Assist in new hire training when needed as well as any other tasks given by management.
• Maintain a positive attitude towards prospects, co-workers, and all levels of management.
• Maintain absolute professionalism while dealing with irate or upset prospects, and properly deescalate calls as required by campaign protocol.
• Multi-tasking the essential job functions by reading, typing, speaking, and maneuvering through multiple web forms/screens/browser tabs simultaneously.
• Maintain acceptable attendance according to policy as well as ensuring that Channel Blend meets it's contractual obligations to their clients by working the required dialing time requirements as determined by your schedule.
• Be able to adapt readily to changes in scripting, campaign procedures, policies, and any other necessary requirements associated with the job.

Qualifications:

• Strong communication skills using professional language/grammar, and be able to speak clearly and audibly.
• Ability to read and interpret documents such as operating instructions, web forms, and procedure manuals both on and off of the computer as well as on paper.
• Good computer and keyboarding skills.
• Goal and attention to detail oriented.
• Ability to work individually and as part of a team
• Excellent multi-tasking abilities
• Type an average of 25-30 words per minute with 90% accuracy

LANGUAGE SKILLS

• Ability to read and interpret documents such as procedure manuals, work instructions.
• Ability to write routine reports and correspondence.
• Ability to speak and communicate clearly using good grammar with prospects, co-workers, and all levels of management.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Individuals need to be able to walk up and down three flights of stairs (potentially multiple times daily) in order to access the job site.
• While performing the duties of this job, the employee is required to sit for extended periods of time.
• The employee is required to use their hands for; maneuvering the mouse, typing on the keyboard, and write using pen and paper.
• Be able to speak audibly and with clarity, and be able to hear and demonstrate effective listening skills through company approved headset.
• Specific vision abilities required for this job include the ability to adjust focus and read from a computer screen for extended periods of time.
• Specific auditory abilities required for this job include the ability to clearly hear, listen to, and respond accurately to customers for an extended period of time and through a company-approved headset consisting of one mouthpiece and one (foam-covered) earpiece.

WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This job operates in a professional office environment where ambient room temperatures are well-maintained and where lighting and traditional office equipment can be found.
  
  
  
• The actual job site is set up to where employees are in close proximity to multiple co-workers at the same time. This causes the noise level to be elevated from that which may typically be found in a common office environment; this may be distracting for some individuals while performing the functions of the job.