iVox Solutions is looking for a highly skilled call center representative to join our team, managing inbound calls, chats, and emails. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call. This person will handle a variety of important supportive tasks, providing answers, insights, troubleshooting instructions, and assistance with hardware reboots. As the voice of our company, the call center representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction.

Schedule: 9:30am - 6pm (Monday - Friday)

Objectives of this role

• Handle a large volume of inbound calls in a timely manner
• Follow communication scripts and use knowledge of the company’s products and services to go off-script when necessary
• Identify customer needs, research issues, resolve complaints, and provide solutions
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team
• Recommend improvements for systems and processes to boost organizational efficiency

Responsibilities

• Memorize scripts for products and services, and refer to them during calls
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
• Troubleshooting phones and tablets with customers on the phone
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
• Create and maintain record of daily problems and remedial actions taken, using call-center database
• Leverage data and insights gathered by the call center to recommend and influence process improvements

Required skills and qualifications

• High school degree or equivalent
• Experience working in a call center or customer-support role
• Strong active-listening and verbal-communication skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively

Preferred skills and qualifications

• Expertise in conflict resolution
• Experience in customer service/troubleshooting

Physical requirements

• Prolonged periods of sitting at a desk and working on a computer
• Prolonged periods of standing while training and interacting with the class
• Fast-paced multiple tasking, high disruption environment.
• Must be able to lift up to 15 pounds at times.

Job Type: Full-time

Pay: From $13.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Port Saint Lucie, FL 34986: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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