Position Title: Call Center Customer Service Representative<\/p>\n
Report to: Director of Sales and Business Development<\/p>\n
Status: Part-time, Non-exempt<\/p>\n
Location: Home-Based<\/p>\n
A Call Center Customer Service Representative with British Swim School Hudson<\/p>\n
Waterfront is responsible for answering phones and processing customer service tickets delivering exceptional customer service, along with answering customers\u2019 questions via phone, email, social media platforms or live chat, while making their experience positive, personable and memorable.<\/p>\n
Knowledge, Skills and Ability<\/p>\n
\u25cf Enthusiastic personality with strong customer service skills.<\/p>\n
\u25cf Able to work in a fast pace environment<\/p>\n
\u25cf Ability to adhere to a schedule, follow the policies and procedures of British Swim<\/p>\n
School.<\/p>\n
Ability to complete your assign tasks, as per schedule<\/p>\n
\u25cf Competent with phone systems and appropriate computer programs (online platforms).<\/p>\n
\u25cf Comfortable with Xcel, Google suite, especially Google drive and emails platforms.<\/p>\n
\u25cf Able to multitask.<\/p>\n
\u25cf Able to work weekdays and weekends shifts (Call center is open 7 days a week)<\/p>\n
\u25cf Ability to fluently speak English and Spanish; another language is a plus.<\/p>\n
Roles and Responsibilities<\/b><\/p>\n
\u25cf Meet quota of answered calls and quota of tickets targets.<\/p>\n
\u25cf Complete outreach (calls\/emails) on customer prospects for new pool\/location opening or marketing initiatives (leads from trade show, school presentations, street markets, etc\u2026) .<\/p>\n
\u25cf Be prepared through ongoing training, role-playing and coaching to conduct conversations that will optimize customer retention opportunities on existing or returning customers, drop or freeze requests, cancellations, absences and make ups.<\/p>\n
\u25cf Resolve customer issues and complaints in a courteous manner.<\/p>\n
\u25cf Provide customers with knowledge, product and\/or service information.<\/p>\n
\u25cf Accurately enter, maintain and update customer information into our client softwares.<\/p>\n
\u25cf Process payments, billing adjustments, account update, changes, move-ups, orders, forms and applications.<\/p>\n
\u25cf Keep family accounts updated with class schedule, billing, contacts, make up and student\/parent activity logs<\/p>\n
\u25cf Manage and diffuse tense situations and escalate to managers if required.<\/p>\n
\u25cf Post accurate notes on all conversations with customers into family accounts<\/p>\n
\u25cf Other tasks as assigned<\/p>\n
Qualifications<\/b><\/p>\n
\u25cf Customer service with High volume Call Center experience<\/p>\n
\u25cf High School education or equivalent<\/p>\n
\u25cf Successful completion of POS and scheduled training (JackRabbit)<\/p>\n
Requirements<\/b><\/p>\n We provide all the softwares (Phone, account processing, ticket management tool, emails, online training libraries, etc\u2026)<\/p>\n\n