Call Center Representative

Job Title: Call Center Representative

Location: Miami, FL
Job Type: Full-Time
Department: Customer Service
Reports To: Call Center Supervisor

Job Summary:

We are seeking a motivated and customer-focused Call Center Representative to join our team. In this role, you will be the first point of contact for customers, responsible for handling inquiries, resolving complaints, and providing product/service information with professionalism and a positive attitude. The ideal candidate is an excellent communicator with strong problem-solving skills and a passion for delivering exceptional customer service.

Key Responsibilities:

• Answer incoming calls and respond to customer emails and messages in a timely and courteous manner.

• Provide accurate, valid, and complete information by using the right methods and tools.

• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.

• Identify and escalate issues to supervisors when necessary.

• Maintain customer records by updating account information and documenting conversations.

• Meet personal/team call handling quotas and performance targets.

• Follow communication procedures, guidelines, and policies.

• Stay informed about product and service updates.

Requirements:

• High school diploma or equivalent; associate or bachelor’s degree is a plus.

• Excellent communication and interpersonal skills.

• Strong active listening skills and a professional phone voice.

• Ability to multi-task, set priorities, and manage time effectively.

• Basic computer skills and familiarity with CRM systems and practices.