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Call Center Monitoring Representative

General Description of Position:
A Call Center/Monitoring Representative answers incoming emergency and non-emergency phone calls and relays call to appropriate authorities and/or on-call personnel. Achieves maximum sales profitability, growth and market penetration by effectively selling the company's products and/or related services. Promotes sells and/or secures orders from prospective or existing customers through a relationship-based approach. Provides customer service assistance to existing customers.
Duties & Responsibilities:



  • Answer incoming emergency and non-emergency phone calls and relay calls to appropriate authorities and/or on-call personnel.

  • Verify and respond to, and dispatch to emergency alarm signals.

  • Create service orders and deliver to appropriate resources

  • Identifies sales opportunities and achieves monthly quota.

  • Receives inbound calls and conducts outbound calling to secure new customers or provide upgraded services to existing customers.

  • Presents a suite of products and services offered to potential and existing customers, leads negotiations, coordinates decision-making process, and overcomes objections to closure.

  • Establishes develops and maintains relationships with current customers and prospective customers.

  • Analyzes, researches, resolves, refers and follows up on customer needs regarding services and billing, in an expedient and professional manner.

  • Makes follow-up calls to ascertain customer satisfaction, answer questions or concerns, and obtain referrals and/or sales leads.

  • Responsible for achieving monthly call service levels to include abandon rate, after call work and pause times.

  • Communicates independently, effectively, clearly and professionally with customers, employees, supervisors, and managers to establish and maintain considerate and cooperative relationships. Handles customers' requests by phone, online chat, fax, e-mail, and mail.

  • Provides management with information regarding trends related to customer needs, problems, interests and competitive activities.

  • Keeps abreast of current company and industry trends and practices as they relate to sales & customer service and makes appropriate recommendations to management.

  • Participates in company-sponsored activities during non-business hours.

  • Performs other related duties as assigned to ensure an effective operation of the department.


Minimum Qualifications:



  • Bachelor's degree or equivalent experience

  • Sales and customer service experience preferably in telecommunications and/or wireless industry

  • Basic computer and office skills, including calculators, fax, etc.

  • Ability to handle multiple tasks

  • Ability to communicate independently and effectively with customers, employees, supervisors, and managers, both verbally and in writing

  • Excellent customer service skills

  • Must be able to work shift schedule, Mon. through Sun. Extended hours may be requested on occasion.


EOE/Disability


 

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