Call Center Representative

Terms of Employment

• W2 Contract, 24 Months

• This position is hybrid. (Tuesday to Thursday onsite)

• The office is located in Baltimore, MD.

Overview

A Senior Customer Service Representative is responsible for providing advanced customer service and support to customers of a company.

Responsibilities:

• Handling complex or escalated customer inquiries, issues, and requests via phone, email, or chat.

• Providing in-depth information about products or services, including detailed explanations of features, pricing, and specifications.

• Processing complex orders, returns, and exchanges accurately and efficiently.

• Resolving escalated customer complaints or issues in a timely and effective manner.

• Acting as a point of contact for other customer service representatives for guidance and support.

• Mentoring and training junior customer service representatives.

• Maintaining accurate and detailed records of customer interactions and transactions.

• Analyzing customer feedback and trends to identify areas for improvement.

• Collaborating with other departments, such as sales or marketing, to address customer needs or concerns.

• Keeping up-to-date with product knowledge, industry trends, and company policies.

Required Skills & Experience

• Previous customer service experience.

• Handling Inbound and Outbound calls

• Solid understanding of customer service principles and practices.

• Excellent communication and interpersonal skills.

• Strong customer focus.

• Ability to handle difficult or challenging situations with professionalism and empathy.

nTech is an equal opportunity employer. All offers of employment are contingent

upon pre-employment drug and background screenings. Only candidates who meet all

of the above client requirements will be contacted by a recruiter Release