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in Rockford, IL

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About this job

APAC Customer Services, Inc., an EGS Company, is a global leader of Customer Care business process outsourcing (BPO) services and solutions including sales, customer care, technical support, and back-office services. APAC Customer Services' clients include some of the most recognized brands in the world across all major market verticals. APAC provides end-to-end, multi-channel customer lifecycle support and operates via a world-class technology and operational delivery platform that spans North America, Latin America, Europe, Africa and Asia. As a result, employees enjoy the opportunity to grow, develop and build long-term careers in exciting industries, supporting the best brands in business, all while accruing tenure with a global BPO leader.

Customer Service Representatives
Rockford, IL

Principal Responsibilities
-Communicate via inbound and outbound telephone calls with consumers.
-Provide prompt resolution to customer inquiries by providing appropriate and accurate information.
-Accurately document and update records in required systems.
-Follow up in a timely manner to ensure customer satisfaction.
-Understand all programs, systems, and procedures necessary to perform job effectively.
-Where applicable, communicate with customer to attempt to bring resolution to unpaid accounts.
-When requested, upsell and/or cross-sell products or services to customers where appropriate.
-Communicate feedback and progress to management.
-Maintain diplomacy and tact when dealing with upset or escalated calls.
-Escalate customer complaints and/or calls through the appropriate channel to management.
-Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations as directed by management or during training.
-Knowledge, understanding, and compliance with the Company's policies and procedures.
-Provide feedback to management concerning possible problems or areas of improvement.
-Make recommendations to implement improved processes.
-Perform other duties as assigned by management.

Qualifications
-High School Diploma or General Educational Development (GED) certificate.
-Previous customer service and/or call center experience preferred.
-Bi-lingual (Spanish) a plus.
-Ability to maintain the highest level of confidentiality.
-Proficient personal computer skills, including Microsoft Office.
-Excellent interpersonal, written, and oral communication skills.
-Ability to work in a team fostered environment.
-Ability to work in a multi-tasked environment.
-Ability to prioritize and organize work.
-Ability to adapt to a flexible schedule.

Learn more and apply online at apacjob.com

Click on Customer Service/Call Center and search by Rockford, IL

We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.

PI87731572