About us Sitel Hamilton is growing and we are looking for YOU!! We are located at 500 Industrial Drive Hamilton, Alabama.Sitel is a global Business Process Outsourcing (BPO) leader. The company meets clients’ customer care and transaction processing needs through 60,000 associates in 26 countries. Sitel provides world-class solutions from onshore, nearshore and offshore locations across 140+ facilities world-wide. Summary of Primary Job Responsibilities •Answers inbound calls to deliver world class customer service by building customer satisfaction & loyalty while enhancing customers’ experience through upselling products and programming•Makes arrangements for the installation, removal or change of customer’s services or equipment•Present offer and/or sell additional products and services on every call•First call resolution of customer issues/inquiries by identifying the best solution and utilizing all resources, tools and technology provided by the client and contact center •Consistently achieves sales metrics, call quality scores and customer satisfaction goals •Enhance the customer experience by proactively staying abreast of client product, services and policy changes in order to provide information on new products •Obtains, establishes and assesses customer credit information using judgment regarding extension of time, payment adjustments•Other duties as assigned Education High School Diploma/GED Required Experience Target •Excellent verbal and written communication skills including proper grammar and ability to accurately type at least 40 words per minute •Positive customer service skills and orientation•Strong evaluation and problem solving skills•Demonstrated proficiency with using data-input systems and applying computer applications (e.g. operating systems, browsers, phones and searching an information database)•High sense of personal responsibility and ownershipAt least 6 months of previous sales and call center experience required. Previous customer service experience preferred. Knowledge/Skills/Abilities •Dependable, reliable and able to perform duties with established procedures and with minimal supervision •Ability to promote and/or sell additional products and services to the customer•Ability to overcome customer objections while maintaining a positive attitude•Working knowledge of all forms of home/personal technology including video, wireless, mobile devices and broadband•Ability to interact and maintain a positive approach when communicating with customers, peers and supervisors•Willingness and ability to learn quickly as well as keep up with the changes in policies, the client’s products and/or services•Ability to navigate and multi-task with a variety of applications while conversing with the customer•Ability to handle difficult interactions and deescalate as needed•Ability to meet goals in a lively, constantly changing work environment•Ability to work in a diverse environment and resolve conflicts constructively Pay Rate Starting pay rate is $10.75 per hour. Other Sitel offers the following:• Paid Training• Opportunity for Advancement• Bonus Potential• Medical and Dental benefits after 90 Days• 401(k) company match• Comfortable work environment• Friendly atmosphereMost communication throughout the application and hiring process will be via email. Please enter a valid email address and check your email often throughout the process. Additionally, once you complete the employment application, you will immediately be prompted to take an assessment which will take 45 minutes -1 hour to complete. If you are unable to complete the application and assessment in one setting, you will be able to access the assessment from a link in an email that will be sent to you. Please complete the assessment as soon as possible after submitting the application.If you have any questions during the application or hiring process, first refer to any email received for answers or contact information.
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.