Call Center Representative (7am to 7pm CST)

Job description:

Job Description:

Training Schedule: Day Shift Monday-Friday 8am-5pm

Must be flexible to work any of the following shifts:

M-F 8am-5pm

M-F 10am-7pm

Tues-Sat 10am-7pm

Work Location: Onsite- San Antonio TX 78253

Summary:

As a Call Center Representative in our Outreach team your responsibility is to cultivate robust customer relationships that foster our clients growth while championing the needs of customers by collaborating with the clients internal teams. You will serve as a trusted resource for our Business Market and Public Sector customers. This position will closely collaborate with Marketing Sciences Sales Contract Management and other stakeholders to analyze high-risk customers playing a crucial role in reducing churn and safeguarding our revenue through exceptional communication and strategic engagement. You will work directly with customers to present offers or provide recommendations for account optimization and encourage the use and adoption of online tools. This white glove service role requires excellent customer service skills and the ability to establish strong internal partnerships with Sales IT and Finance to create mutually beneficial solutions. As this is a brand-new program flexibility is a non-negotiable in this role; the ideal candidate will be willing to adapt to the changing demands of our business.

Key Responsibilities Include:

Utilizing Project Management skills by working closely with the key partners to maintain a continuous flow of information specific to case status and to identify potential issues and/or opportunities

Conduct outbound customer outreach (manual and campaign-based) to provide updates present offers identify opportunities and reinforce value.

Building and nurturing collaborative relationships with support teams while consistently demonstrating professionalism and emotional intelligence

Turning negative/neutral experiences into positive interactions based on a proactive approach

Serving as a brand ambassador and advocate for your customers throughout every contact highlighting all our clients products and services

Identifying plans and services that would suit customer needs to prevent future contacts

Turning customer contacts into a sale or a save opportunity with a premium experience

Demonstrating a high level of critical thinking when making decisions in customer resolution and considering the impact on our brand

Supporting high-level escalations through the entire customer journey including pain points identifying the root cause of concerns and working quickly to resolve them

Proactively triaging high-risk accounts flagging early signs of churn and collaborating across departments to mitigate risk.

Provide technical or account assistance in collaboration with Sales and Support teams.

Document customer interactions thoroughly using CRM tools to ensure alignment and visibility

Knowledge of and adherence to telemarketing laws

Soft Skills:

Ability to communicate clearly and compassionately both verbally and in writing

Adaptive to changing situations in a competitive market

Ability to overcome objections while demonstrating genuine empathy

Genuine interest in people and a desire to help and build relationships with customers

Comfort navigating change in a dynamic environment with a positive solutions-oriented mindset.

Required Qualifications:

White Glove Outreach Customer Service: 1-2 years

Customer Service Account Management or Customer Success: 1-2 years

Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM) and tools like Microsoft Office

Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions

Strong analytical skills and attention to detail; ability to recognize patterns and trends in customer behavior.

Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen paper mobile or electronic devices etc.): 1 years

Preferred Qualifications:

One or more years of Technical and Public Sector customer experience: 1 years

Experience troubleshooting hardware software applications network and device issues

Experience resolving customer issues billing and/or handling product Q&A

Qualifications :

Required Qualifications:

White Glove Outreach Customer Service: 1-2 years

Customer Service Account Management or Customer Success: 1-2 years

Familiarity with CRM systems such as Salesforce or Workflow Manager (WFM) and tools like Microsoft Office

Experience working in Loyalty/Retention programs with a high understanding and performance with loyalty tools such as Compass & Mysolutions

Strong analytical skills and attention to detail; ability to recognize patterns and trends in customer behavior.

Previous experience working in a Secure Workspace (SWS) type environment or white room (no pen paper mobile or electronic devices etc.): 1 years

Additional Information :

At Mphasis we promise you the perfect opportunity of building technical excellence understand business performance and nuances be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.

With the current opportunity you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs project completion on time and being one of the best teams to work for in the organization.

You get an open and transparent culture along with freedom to experimentation and innovation

Equal Employment Opportunity Mphasis is an equal opportunity/affirmative action employer committed to a diverse workforce. All qualified applicants will receive consideration for employment without regard to race color religion sex disability or genetic information gender identity or national origin.

Remote Work :

No

Employment Type :

Full-time