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Customer Service Representative



Job Description:

The Sitel Asheville Site opened in 1997. This site employs approximately 500 people. Accounts include banking, credit card, and healthcare clients, including some Fortune 500 Companies. Customer Care Centers handle calls for several large companies, supporting a variety of industries. Teams consist of approximately 20 agents and a Coach. The majority of an Agent’s time is spent on the phone answering customers’ questions and helping them solve their problems. As an Outsourcer, we provide service based on our clients’ requirements. Summary of Primary Job Responsibilities 1. Problem Solving and Responding to Customer Need: Gathering and reviewing relevant customer information, understanding meaningful relationships across information sources, generating and selecting effective options for solutions, providing accurate information, service, or products, or referring customers to appropriate personnel. Job Behavior: • Quickly and effectively solves customer problems. • Identifies the specific information needed to clarify the problem or situation. • Asks customers discovery questions to fully understand their needs and issues. • Asks supervisor or coworkers questions to increase knowledge of products, technical requirements, policies and procedures. 2. Multi-tasking: Quickly and accurately performing multiple tasks (i.e., talking, listening, entering and documenting information, and seeking information) simultaneously while managing the pace of the call and maintaining focus on the customer. Job Behavior: • Documents the pertinent facts surrounding customer calls in the computerized database to maintain a current account history • Remains calm under stress. • Controls his/her response when criticized, attacked or provoked. • Completes required forms or paperwork (e.g., paper forms, complaint logs) in accordance with call center procedures. 3. Developing Customer Rapport: Ensuring that customers have a positive image of the company/client by politely greeting customers, determining customers’ desired interaction styles and responding accordingly, diffusing irate or insistent customers, maintaining an appropriate demeanor for all customer calls, checking customers’ satisfaction, and following up to ensure that customers’ needs are met and their expectations exceeded. Job Behavior: • Greets customers and introduces him/herself to establish rapport. • Inform customers of the action(s) taken to meet their needs. • Ensure customers are satisfied with the actions taken before closing the call. • Follows up as required after calls to execute agreed upon actions. 4. Work Ethic: Demonstrating a strong desire to contribute to the organization; demonstrating reliable and dependable behavior that contributes to the organization’s image; behaving in an ethical and trustworthy manner; taking initiative on work tasks and responsibilities. Job Behavior: • Maintains a sense of humor under difficult circumstances. • Respects the confidentiality of information or concerns shared by customers and/or coworkers. • Participates in team or company meetings to contribute to call center effectiveness. • The ability to arrive to work on time and follow scheduled shift. • The ability to be flexible and work with scheduling changes including overtime or send home early. 5. Teamwork: Working effectively as a team member by attentively listening to and sharing information with others to facilitate a cooperative environment, and to meet and exceed customer expectations. Job Behavior: • Seeks out knowledgeable people to obtain information or clarify a problem. • Participates in team or company meetings to contribute to call center effectiveness. 6. Discovering Customer Need: Listening attentively to customers to determine their true needs, understanding the customer’s point of view, asking appropriate probing or checking questions to ensure understanding, and discerning facts from assumptions to accurately determine what will satisfy the customer. Job Behavior: • Asks customers questions to determine the specific nature of their call. Education: High School Diploma or GED Experience TargetPrevious Customer Service Experience (preferred) Knowledge/Skills/Abilities:basic computer skills including: typing, browsing the Internet, and using on-line tools.problem-solving skills and the ability to multi-task.strong communication skills, including effective listening skills.Customer service talent is essential.polite, professional, friendly, and empathetic.honest and possess integrity and the ability to handle sensitive customer and company information. Employees must be reliable and have good attendance.flexible and able to adapt to change.positive “can-do” attitude, who are self-motivated.learn from mistakes and be able to accept feedback for improvement. Other Pay for performance increases offered as follows: $.25/hr after 90 days, $.50/hr after 180 days, $.25/hr after 1 year, $.50/hr after 2 years

Company Description:

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 to learn more.

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