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Spclst, Circ Customer Service (Switchboard Operators)
Entertainment & Media Industry Company
Hartford, CT, United States
Job Details - this job has expired, please see similar jobs below
Direct incoming phone calls to the appropriate individual/department. When necessary, provide needed information to customers by maneuvering through Company web-sites, referencing materials/updates, etc. Maintain knowledge of changes in various department/personnel to insure calls are being routed correctly.
Part time hours will be 4pm-8pm Mon-Friday
Responsibilities:
• Demonstrate and maintain knowledge of product, procedures and services by utilizing all reference materials.
• Keep management informed of trends/complaint calls/quality issues to assist in overall company planning.
• Handle all customer calls (internal and external) in a professional manner by utilizing effective communication skills.
• Answer incoming calls with urgency in order to achieve department talk time and average hold time goals.
• Listen attentively to customer requests, adhering to quality call guidelines to ensure the highest level of professionalism
• Utilize a clear, personable and interested voice tone at all times.
• Accurately direct calls.
Qualifications:
• Support the CS Shared Services Team by completing various tasks.
• Accurately process DSI entries and mail correspondence, and other duties as assigned.
• Demonstrate knowledgeable of Word and Excel and Outlook
• Update Switchboard directory/reference materials as needed
• Check emails and respond as needed
• Document procedures
• Demonstrate clear understanding that phones are first and adjust schedule as needed
• Support team with a can-do attitude and assist with work volume to ensure deadlines are met.
• Recommend opportunities to streamline/improve processes for efficiencies
• Demonstrate a solid knowledge of our customers and what they need. Listen to understand the customer and make every effort to make the customer’s experience a positive