About us Sitel is a world leader in outsourced customer care services. With over 26 years of industry experience, Sitel has twice been ranked as the top overall call center outsourcing provider in Datamonitor’s annual Black Book of Outsourcing survey. Sitel’s 57,000 employees provide clients with predictable and measurable return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s solutions span 135+ domestic, nearshore, and offshore centers in 26 countries across North America, South America, Europe, Africa, and Asia Pacific. The company is privately held and majority owned by Canadian diversified company, Onex Corporation. Summary of Primary Job Responsibilities Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Offers alternative solutions where appropriate with the objective of retaining customer’s business. Handles business transactions in connection with activation of new customer accounts on a computer terminal. Communicates with customers using web-based tools and demonstrates the associated proficiency in typing and grammar. Makes financial decisions to protect/collect revenues and adjusts customer accounts. May be required to achieve a sale quota. Education High School Diploma/GED Required. Experience Target • 6 months experience operating a computer in Windows based environment • Availability to work a flexible schedule which includes all hours of call center operation including 3rd shift. • 6 months customer service experience required and call center experience a plus Knowledge/Skills/Abilities •Bilingual, Spanish Speaking, Reading and Writing a plus but not required. •Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims, and reports problem areas • May be required to work in one or multiple queues/skill sets over various customer contact channels • Responsible for improving customer retention through programs and service provided to the customer • Utilizes mechanized systems to initiate and complete service orders and handle customer requests • Continually maintain working knowledge of all client products, services and promotions • Make recommendations according to customer’s needs on features, products and services • Utilize operational systems to process purchases products and services • Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines • May sell and provision various services, products, features and equipment Pay Rate Medical, Dental, Vision, 401(k) Plan, Paid Holidays, Paid Vacations, Life Insurance, Flexible Spending Account, Short-Term Disability, Long-Term Disability Other Employee Discounts, Inbound Calls Only, No Outbound Sales, No Collections, Paid Training, Casual Work Attire, Promotion Opportunities
As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel as 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit https://jobs.sitel.com/job/Customer-Service-Representative-Oak-Ridge%2C-TN/345494700/ to learn more.