Customer Service Representative

Job Description:Optomi, in partnership with one of our premier clients, is seeking a motivated and empathetic Contact Center Representative to join our dynamic team. In this role, you will be the first point of contact for our guests, handling a variety of service, product, and sales-related inquiries. This position is ideal for individuals with strong problem-solving skills, a passion for customer service, and the ability to thrive in a fast-paced, constantly evolving environment. If you're looking for a job where you'll be empowered to make decisions on the spot and are committed to helping customers with a positive and solutions-driven attitude, we want to hear from you!Key Responsibilities:Engage with customers daily through phone calls, addressing a wide range of inquiries related to products, services, and sales.Provide exceptional customer service by actively listening to customer needs, asking probing questions, and using available resources to find the best solutions.No scripts - interact naturally with customers while following established SOPs, ensuring each call is personalized and focused on delivering the best outcome for the customer.Handle high call volume (typically 20-35 calls per day, with some variance), managing your time effectively while providing quality service on every interaction.Troubleshoot customer issues related to products, services, dealerships, keys, apps, and more. You'll use advanced systems and resources like Salesforce and Telematics to find solutions.Work within a team-oriented environment, collaborating with colleagues to ensure customer issues are resolved quickly and effectively.Be transparent and candid with customers, ensuring they understand how we can assist them and the scope of our services.Manage call flow while multitasking across different systems and platforms to document, track, and resolve customer issues efficiently.Adapt to new KPIs and performance metrics, with ongoing coaching and feedback to improve both individual and department performance.Qualifications:High school diploma required; a degree is a plus but not mandatory.Proven ability to think critically, problem-solve, and take initiative.Strong time management skills with the ability to manage multiple tasks in a fast-paced environment.Positive language and attitude, with an emphasis on creative problem-solving and solutions-driven service.Ability to work independently, adapt quickly to change, and learn new systems and processes.Willingness to engage in a candid, transparent work environment where performance and expectations are clearly communicated.

Created: 2025-02-01