Part Time Position Customer Service Representative Retail Call Center Team Overview
Position Purpose and Impact
Responsibilities
- Respond to inbound and outbound calls, SMS messages, and chats, providing clear and professional communication and resolving customer inquiries or issues.
- Follow established processes to assist customers with reservations, ticketing, permits, and other services.
- Effectively transfer customers to the appropriate department when needed.
- Seek management support when necessary for complex issues or escalations.
- Document customer interactions accurately according to company standards.
- Update customer accounts and system information accurately.
- Meet individual KPIs and support department goals for customer service excellence.
- Adhere to company policies, procedures, and performance standards.
- Complete all required training and coaching within set timeframes.
- Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work.
- Contribute to a positive team environment by delivering best-in-class service and supporting department goals.
- Perform other duties as assigned to support the call center.
- A flexible schedule is required, including evening or weekend hours
Desired Qualifications
- Strong customer service skills with a professional, calm demeanor.
- Ability to listen attentively, demonstrate empathy, and respond to customer needs.
- Builds rapport with customers through friendly and professional interactions.
- Proficient in following scripts and documenting customer interactions.
- Strong communication skills, both verbal and written, with excellent attention to detail.
Desired Education And Experience
- High School Diploma or equivalent.
- 1+ years of inbound call center experience.
- 2+ years of customer-facing experience in a service role.
- Proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint).
- Typing speed of 50+ words per minute and proficiency with telecommunication tools, chat, and SMS.
- Desired Hardware and Software Competency
- Basic proficiency in Microsoft Office Suite.
- Familiarity with call center software (e.g., Amazon Connect, Verint) is a plus.
- General internet skills and the ability to use various online tools.
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