Job description

Description: General Function:
Take calls from customers, answer questions, and any concerns they may have regarding product or services. Responsible in handling inbound and outbound calls to and from customer, while listening to customer needs or issues and providing solutions to their problems.
Mission:
Maintain a professional and pleasant verbal and written tone; ability to enter data accurately and timely; ensure all customer orders, issues and concerns are handled promptly; ability to respond and maintain high call volume.
KPI's:

• Calls handled
• Average handle time
• Abandoned calls
• Agent occupancy

Roles and Responsibilities

• Manage inbound and /or outbound calls.
• De-escalate situations involving dissatisfied customers.
• Guide customers through troubleshooting and navigating the company site.
• Identify customer needs, answer questions, and solve problems.
• Review customer accounts, updates on billing, and shipping.
• Up-sell products when possible.
• Additional duties as required

Requirements: Education, Experience and Qualifications:

• High school Diploma or GED equivalent preferred

. Customer service experience preferred

• Strong customer service skills.
• Able to multitask in a fast paced environment.
• Must be a team player and work well with other teams within the Contact Center.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms and talk or hear. The employee must be able to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision and ability to adjust focus.
The peak season for Indrio Brands spans from November through January. PTO blackouts may apply in peak season.

Indrio Brands, LLC is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other legally protected statuses under the law.

Job Type: Temporary

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