Job description

At Team Car Care (TCC)/Jiffylube, we rely on knowledgeable professionals to interact with our valued customers who have questions or concerns. Were looking for a highly skilled call center representative to join our team, managing a large volume of inbound and outbound calls. The ideal candidate will be a quick learner who can memorize scripts and adapt them when issues arise during a call. This person will handle a variety of important supportive tasks, providing answers, insights, instructions, and assistance for purchases. As the voice of our company, the call center representative must possess excellent communication and interpersonal skills, as well as be enthusiastic about helping consumers and driving their satisfaction.

Objectives of this role

Handle a large volume of inbound and outbound calls in a timely manner
Follow communication scripts and use knowledge of the companys products and services to go off-script when necessary
Identify customer needs, research issues, resolve complaints, and provide solutions
Maintain ownership of calls throughout the lifecycle of a callers request, including follow-ups with escalation team
Recommend improvements for systems and processes to boost organizational efficiency

Responsibilities

Memorize scripts for products and services, and refer to them during calls
Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
Identify opportunities for driving sales and revenue of the companys existing product suite, and seize opportunities to upsell when appropriate
Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
Create and maintain record of daily problems and remedial actions taken, using call-center database
Leverage data and insights gathered by the call center to recommend and influence process improvements