Customer Service Representative

Prospects DM, INC - Burnaby, BC (17 months ago)

Apply Now

Customer Service Representative – Prospects DM

Prospects DM is the one-stop source for call center marketing needs and services; providing relationship-based direct marketing services including direct mail, teleservices and the internet, as a foundation of effective relationship-building between our clients and their customers.

Prospects DM has successfully built a company focused on service, training, infrastructure and security. We strive to employ the highest technology obtainable in order to deliver the best quality service including crystal clear and secure voice communications. The standards we set for ourselves are the highest in the industry, and that translates into success and satisfaction for our clients.

Job Title: Customer Service Representative

Reports to: Onsite Manager

Direct Reports: None

Position Summary

The Customer Service Representative answers incoming calls from pre-qualified customers who want to place orders, respond to inquiries, manage complaints, and provide general information. The representative is a member of the primary contact team for consumers interested in the products our clients offer and will be responsible for assisting them in completing purchases and scheduling appointments over the phone. The representative will also inform customers of the product terms and features and project a professional image through voice and online interactions.

Duties & Responsibilities

  • Manage large amounts of inbound calls in a timely manner
  • Follow communication scripts when handling different topics
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Provide product and service information to customers
  • Seize opportunities to upsell products when they arise
  • Process orders, forms, and application
  • Route calls to appropriate resources if necessary
  • Document all call information according to standard operating procedures
  • Recognize, document, and alert the management team of trends in customer calls
  • Follow up customer calls where necessary
  • Complete call logs and reports
  • Meet personal/team qualitative (QC) and quantitative (daily/weekly sales) targets
  • Other duties as assigned
Qualifications & Skills

  • High school diploma or equivalent
  • Customer focus and adaptability to different personality types
  • Professional and friendly attitude and be able to quickly develop rapport with customers over the phone
  • Ability to multi-task, set priorities and manage time effectively
  • Superior listening, verbal, and written communication skills
  • Ability to handle stressful situations appropriately
  • Excellent data entry and typing skills