Overview
We are looking for a dedicated and enthusiastic Call Center / Customer Service Associate to join our dynamic team. The ideal candidate will be the first point of contact for customers, assisting with inquiries, resolving issues, and ensuring an exceptional experience. This role requires strong communication skills, problem-solving abilities, and a customer-first mindset.
Key Responsibilities:
Customer Support: Handle inbound and outbound calls, addressing customer inquiries, complaints, or concerns professionally and courteously.
Issue Resolution: Troubleshoot and resolve customer issues or complaints by providing effective solutions, ensuring customer satisfaction.
Product Knowledge: Provide accurate and timely information regarding products, services, billing, and company policies.
Data Entry: Maintain detailed records of customer interactions, transactions, and feedback in the company’s CRM system.
Sales Support (if applicable): Promote and upsell products or services to customers based on their needs and preferences.
Team Collaboration: Work closely with other team members and departments to ensure seamless communication and effective problem-solving.
Follow-Up: Conduct follow-up calls or emails to ensure customers are satisfied with solutions provided and services rendered.
Adherence to Policies: Ensure compliance with company policies, procedures, and customer service standards during all interactions.
Feedback Collection: Collect customer feedback to help improve service offerings and contribute to quality assurance processes.
Performance Metrics: Meet or exceed key performance indicators (KPIs) such as response time, call handling time, customer satisfaction, and issue resolution.
Skills & Qualifications:
Communication Skills: Excellent verbal and written communication skills, with the ability to remain calm and professional in challenging situations.
Customer-Focused: Strong commitment to providing exceptional customer service and ensuring customer satisfaction.
Problem-Solving: Ability to quickly identify and resolve customer issues with a proactive and solution-oriented approach.
Attention to Detail: Capable of managing multiple tasks while maintaining accuracy and efficiency.
Computer Skills: Proficient in using call center software, CRM systems, and Microsoft Office applications.
Time Management: Ability to handle high volumes of calls and multitask effectively while maintaining a high level of professionalism.
Experience: Previous experience in a call center or customer service role is a plus but not required.
Education: High school diploma or equivalent; additional qualifications in customer service or business administration is an advantage.
About River City Science Academy
RCSA continues to provide strong academics to prepare college-bound students in addition to exciting before and after school programs. RCSA is recognized as a high performing charter school by the Florida Department of Education (FLDOE) and was the first charter school in Duval County to earn an A grade. Since its beginning, RCSA has worked to adapt to current educational trends by becoming increasingly data-driven, standards-based and financially secure, without losing sight of its innovative vision of the learning process.
