Call Center Representative

Receive and respond to incoming calls with a friendly and welcoming attitude, using professional phone etiquette and active listening skills. Utilize tact and sound judgment in resolving customer and store inquiries, by providing appropriate responses and resolutions. Maintain up to date product knowledge, policy information, and promotional offerings. Effectively communicate with customers and store employees accurately and promptly. Meet and maintain service levels, department goals, and quality voice of customer survey scores, while providing an exceptional customer experience. Maintain customer records by properly documenting all customer interactions in the CRM. Resolve common issues, while using internal resources and training materials. Additional duties as assigned. High school diploma or equivalent required 1-2 years' experience in a customer focused role Bilingual (English/ French or English/ Spanish) a plus Professional communication skills required, both written and verbal Well-developed problem analysis skills Ability to handle sensitive and confidential information and situations Ability to gather and summarize data, find solutions, and prioritize work Ability to handle multiple tasks and systems at one time while paying strict attention to detail and deadlines Proficient use of Microsoft Office programs including Word, Excel, and Outlook Ability to sit and work at a computer keyboard for extended periods of time Ability to stoop, kneel, bend at the waist, and reach daily.