Part Time Position Customer Service Representative

Retail Call center Team Overview

The Aspira Customer Service Center provides 24/7/365 inbound and outbound customer support, addressing inquiries, reservations, and purchases while adhering to company policies and contractual obligations.

Position Purpose and Impact

The Aspira Customer Service Representative manages inbound and outbound customer interactions, assisting with reservations, permits, and general inquiries. The role focuses on delivering exceptional service to foster long-term customer loyalty.

Responsibilities

• Respond to inbound and outbound calls, SMS messages, and chats, providing clear and professional communication and resolving customer inquiries or issues.
• Follow established processes to assist customers with reservations, ticketing, permits, and other services.
• Effectively transfer customers to the appropriate department when needed.
• Seek management support when necessary for complex issues or escalations.
• Document customer interactions accurately according to company standards.
• Update customer accounts and system information accurately.
• Meet individual KPIs and support department goals for customer service excellence.
• Adhere to company policies, procedures, and performance standards.
• Complete all required training and coaching within set timeframes.
• Communicate effectively with leadership and team members during shifts, ensuring proper handoff of work.
• Contribute to a positive team environment by delivering best-in-class service and supporting department goals.
• Perform other duties as assigned to support the call center.
• A flexible schedule is required, including evening or weekend hours

Desired Qualifications

• Strong customer service skills with a professional, calm demeanor.
• Ability to listen attentively, demonstrate empathy, and respond to customer needs.
• Builds rapport with customers through friendly and professional interactions.
• Proficient in following scripts and documenting customer interactions.
• Strong communication skills, both verbal and written, with excellent attention to detail.

Desired Education and Experience

• High School Diploma or equivalent.
• 1+ years of inbound call center experience.
• 2+ years of customer-facing experience in a service role.
• Proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint).
• Typing speed of 50+ words per minute and proficiency with telecommunication tools, chat, and SMS.
• Desired Hardware and Software Competency
• Basic proficiency in Microsoft Office Suite.
• Familiarity with call center software (e.g., Amazon Connect, Verint) is a plus.
• General internet skills and the ability to use various online tools.