Call Center Monitoring Representative in Hawkinsville, GA at Hargray

Date Posted: 9/19/2018

Job Snapshot

Job Description

General Description of Position:


A Call Center/Monitoring Representative answers incoming emergency and non-emergency phone calls and relays call to appropriate authorities and/or on-call personnel.  Achieves maximum sales profitability, growth and market penetration by effectively selling the company’s products and/or related services.  Promotes sells and/or secures orders from prospective or existing customers through a relationship-based approach.  Provides customer service assistance to existing customers.


Duties & Responsibilities:


  • Answer incoming emergency and non-emergency phone calls and relay calls to appropriate authorities and/or on-call personnel.
  • Verify and respond to, and dispatch to emergency alarm signals.
  • Create service orders and deliver to appropriate resources
  • Identifies sales opportunities and achieves monthly quota.
  • Receives inbound calls and conducts outbound calling to secure new customers or provide upgraded services to existing customers.
  • Presents a suite of products and services offered to potential and existing customers, leads negotiations, coordinates decision-making process, and overcomes objections to closure.
  • Establishes develops and maintains relationships with current customers and prospective customers.
  • Analyzes, researches, resolves, refers and follows up on customer needs regarding services and billing, in an expedient and professional manner.
  • Makes follow-up calls to ascertain customer satisfaction, answer questions or concerns, and obtain referrals and/or sales leads.
  • Responsible for achieving monthly call service levels to include abandon rate, after call work and pause times.
  • Communicates independently, effectively, clearly and professionally with customers, employees, supervisors, and managers to establish and maintain considerate and cooperative relationships.  Handles customers’ requests by phone, online chat, fax, e-mail, and mail.
  • Provides management with information regarding trends related to customer needs, problems, interests and competitive activities.
  • Keeps abreast of current company and industry trends and practices as they relate to sales & customer service and makes appropriate recommendations to management.
  • Participates in company-sponsored activities during non-business hours.
  • Performs other related duties as assigned to ensure an effective operation of the department.


Job Requirements

Minimum Qualifications:


  • Bachelor’s degree or equivalent experience
  • Sales and customer service experience  preferably in telecommunications and/or  wireless industry
  • Basic computer and office skills, including calculators, fax, etc.
  • Ability to handle multiple tasks
  • Ability to communicate independently and effectively with customers, employees, supervisors, and managers, both verbally and in writing
  • Excellent customer service skills
  • Must be able to work shift schedule, Mon. through Sun.  Extended hours may be requested on occasion.