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Location: Sacramento
Posted on: March 17, 2023

Job Description:

Description: The Contact Center Representative reports directly to the Contact Center Manager and is responsible for handling incoming calls, responding to customers and entering data information into various software applications. The representative is expected to perform within department guidelines while assisting in meeting team goals and objectives. Requirements: RESPONSIBILITIES: Following call flow model and quality assurance guidelines:-- Process inbound hotel reservations and event registration calls.-- Process inbound emails and respond to customer questions using templates.-- Keep calls and emails on task and ensure efficient use of call handle time. Negotiate to find the best outcome and utilize tools appropriately:-- Demonstrate effective questioning/listening skills when speaking with customers.-- Ability to control conversation with customer.-- Ability to use appropriate analysis, judgment and logic when solving problems and making decisions.-- Demonstration of good verbal, and written communication, customer service, time management, typing, and data entry skills.-- Provide accommodation and registration information back to customer-- Document conversation activity effectively. Maximize productivity time and management of work queues:-- Collaborate with peers and share best practices strategies for providing exceptional customer service. -- Develop effective internal communication skills with Coordinators to insure accuracy of relaying event information to customers.-- Adhere to the attendance and break policies.-- Willingness to take on other duties as assigned.-- Proficient display of Keyboarding skills and ability to multi-task when speaking with customers. Minimum qualifications-- High School Degree or equivalent experience-- 2+ years of Contact Center experience-- Experience with driving quality and productivity in contact center operations through excellent communications, organization and problem-solving skills.-- Excellent verbal and written communication skills-- Bilingual required. Preferred languages: Spanish and French -- Experience working within the Hotel, Hospitality, Event or Conference Management Industriesis preferred-- Work assigned shift within the department's hours of operation, which are 9:00-7:00 EST. Other Details-- Must attend the full week of training PI208176714

Keywords: CONFERENCE DIRECT LLC, Sacramento , CUSTOMER SERVICE REPRESENTATIVE, Hospitality & Tourism , Sacramento, California

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