Call Center Customer Service Representative

Our client is looking for highly skilled Call Center Customer Service Reps to join their team and help with the volume of inbound/outbound calls and emails. The ideal candidate will be a quick learner who can navigate a new CRM system and identify consumer needs, research issues, resolve complaints, and provide solutions. 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 ensuring their satisfaction.

This is a Temp/Contract based role.

Start date: ASAP

Duration: through Feb/Mar 2025

Schedule: Onsite in Irvine M-F, 8am-5pm

Duties & Responsibilities:

Responsible for answering consumer inquiries via phone, email, and occasionally mail, in a timely manner regarding product/part information, request/order status and assembly assistance.

Identify consumers’ needs, clarify product/part information, research reported issue and provide solutions and/or alternatives.

Enter and process requests/orders in an updated CRM system.

Generate refunds in CRM system as needed.

Coordinate the process of product/part returns as needed for QC review.

Acknowledge and resolve escalated consumer complaints with management.

Continuous product training to be knowledgeable in troubleshooting consumer questions.

Keep clean/clear records of consumer interactions and transactions.

Be proactive, creative, flexible in determining, evaluating, researching & resolving issues.

Complete reports and special assignments in a timely manner

Communicate and coordinate with management or colleagues as necessary.

Recommend improvements for systems and processes to boost organizational efficiency.

Assist with physical inventory counts as needed.

Maintain a positive, empathetic, and professional attitude.

Able to thrive in a work environment emphasizing teamwork and collaboration with multiple departments.

Demonstrate respect and courtesy toward others.

Regular and prompt attendance in the office is required.

Attend meetings and training sessions as required.

Qualifications & Requirements:

High school diploma, general education degree or equivalent.

Experience working in a call center or customer-support role.

Strong active-listening and verbal-communication skills

Proficiency in problem-solving

Strong proactive self-organization and detail orientated.

Excellent time management skills with the ability to prioritize tasks.

Ability to work independently with demonstrated problem solving skills.

Meet personal/team qualitative and quantitative targets.

Comfortable using basic computer programs (Windows, Excel and Microsoft Office) and call center phone software (Five9, Talkdesk, Dialpad, etc.)