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Call Center Representative

TELUS International

This is a Contract-Jobs position in Cincinnati, OH posted September 30, 2020.

About the Role Out Client’s Care Center is an extension of our sales organization.

The role of the team is educate and support our Sales Representatives regarding our products, digital tools and assets and account issues with a focus on helping them to grow their customer base and overall sales.

You will also use your knowledge around products, business processes, compensation structure, incentives and overall business to assist the Representative/Leader/customer in solving problems, using our products and growing their business.

Responsibilities Maintain a working knowledge of our website and mobile applications, products and business initiatives Engage knowledgeably and confidently when working with Representatives or customers Establish a connection with every Representative and customer Focus on resolution when addressing complaints Navigate multiple websites and applications to research issues and log and track details of each interaction Be a product knowledge expert who can explain the features and benefits of our products Qualifications Minimum two years of experience in call center environment handling phone, chat and e-mail inquiries High school diploma Proficiency with Microsoft Outlook, Word and Excel Experience navigating both desktop and mobile applications You have previously taught others how to navigate both desktop and mobile applications using voice or co-browse Experience influencing, inspiring, and mobilizing individuals Experience transitioning between channels while servicing customers, including voice, email and chat (including co-browse) Benefits Eligible for benefits as of date of hire (health, dental, vision, life and other voluntary programs) You are immediately vested in our client’s matching contributions to the 401(k) Plan.

Our client matches your contributions dollar-for dollar up to 3% of your eligible pay, and $0.50 per dollar on the next 2% of your eligible pay.

Company sponsored Life insurance, AD&D and Disability benefits with option to buy up Wellness incentive programs Commuter, Health Reimbursement (HRA) and Flexible Spending (FSA) accounts Family Care (back-up child and elder care) benefit Programs Additional voluntary benefit programs available such as group legal, critical care, accident, pet insurance and identity protection insurance.

Out client is an equal opportunity employer.

All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law.

Additional Job Description Out Client’s Care Center is an extension of our sales organization.

The role of the team is to educate and support our Sales Representatives regarding our products, digital tools, and assets and account issues with a focus on helping them to grow their customer base and overall sales.

You will also use your knowledge around products, business processes, compensation structure, incentives, and overall business to assist the Representative/Leader/customer in solving problems, using our products, and growing their business.

Job Requirements: Manage call center representatives and call performance Perform call center follow-up Perform other call center duties Prepare call center performance reports Report daily call center stats Assist with supporting call-center Selling services to consumers who call the call center Maintain call center database by entering information on every call Provide support for call center agents on escalated calls Provide backup call center management Plan for call center technologies Receive inbound calls from customers Impacting call center performance to management Lead an exceptional call center team Manage the daily call center operations Resolve inbound customer calls regarding account Maintain call center database by entering information Define inbound call readiness state Processing customer transactions in a call center environment Maintain call center database by recording call outcomes and disposition