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Seasonal Call Center Representative - Full-time / Part-time
•30 days ago
| Hours | Part-time, Full-time |
|---|---|
| Location | 9855 Westover Hills Blvd San Antonio, Texas |
About this job
QVC currently has seasonal opportunities to fill both order taking and customer service positions. We are looking for individuals who have the ability to increase customer satisfaction and loyalty leading to QVC's growth by providing distinguished customer service and rapport. Working under the direct supervision of a Call Center Supervisor, individuals will respond to customer communication by following the service excellence call expectations and department procedures in an efficient and professional manner by accurately identifying, analyzing and resolving any customer needs and requests using all available resources to exceed customer expectations. Having the ability to project a service oriented type of interaction to our customers is a must. We are offering a variety of full-time and part-time schedules.
Job Description Details
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Project an energetic attitude, warm welcome and positive image of QVC over the phone.
2. Communicate with customers inside and/or outside the company where considerable resourcefulness, tact, and procedural knowledge are required.
3. Maintain objectivity when conducting outbound telephone surveys for various QVC departments to existing customers.
4. Input all concerns or suggestions for company follow-up, as well as survey responses. Resubmit any system designated corrections.
5. Adhere to department guidelines when servicing our customers. Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
6. Listen carefully to our customers to ensure appropriate responses. Communicate with different styles of customers.
7. Identify the customer style (Engaging, Efficient, Classic or Frustrated), in order to provide personalized service and offer the most relevant customer promotion and resolve customer needs and requests.
8. Tactfully handle upset customers with empathy.
9. Complete the necessary follow-up actions to notify the appropriate departments of problems that could impact customer satisfaction.
10. Notify supervisor of problems or trends and provides feedback on survey results to the originator. Suggest ideas to improve quality. Transfers calls to appropriate department.
11. Meet department goals of call expectations, productivity (including schedule adherence), and call abandonment rate by effectively handling each customer call.
12. Adhere to attendance and punctuality standards.
13. Meet department staffing requirements based upon status including high volume and required hours/days.
14. Frequently review and remain current on changes to personal work schedule throughout shift.
15. Adapt to change and meet the changing demands of the work environment.
16. Assist other department personnel as needed due to fluctuating workloads. Perform other related duties as assigned.
SPECIFIC JOB KNOWLEDGE: (Special skills, knowledge of machines, procedures, etc.)
* Ability to navigate through Windows-based and web browser applications.
* Ability to utilize PC keyboard efficiently and accurately to input all necessary data.
* Ability to visually verify keyed information to ensure accuracy of all information recorded.
Language Skills:
* Ability to read, write and comprehend simple instructions, short correspondence, and memos in English.
* Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees in the organization.
* Ability to communicate clearly and be easily understood over the telephone using a headset in a call center environment.
Reasoning Ability:
* Ability to provide promotional and relevant offers to our customers in an engaging and willing manner.
* Ability to apply common sense understanding in order to carry out instructions furnished in written, oral or diagram form.
* Ability to deal with problems involving several concrete variables in standardized situations.
* Possess strong organizational skills with specific attention to detail.
* Ability to follow standard company procedures.
* Ability to work independently and problem solve with minimal supervision.
EXPERIENCE & QUALIFICATIONS:
Education: High school diploma or GED.
Experience:
* A minimum of six months of service experience with high level of customer engagement.
* Excellent oral/written communication skills
* Proficiency in windows based applications
* Web browsing and telephone skills are required.
JOB REQUIREMENTS: (As required by the Americans with Disabilities Act)
* Ability to perform basic math calculations
* Ability to comprehend and apply technical, abstract and complex information
* Ability to concentrate and sit for long periods of time
* Ability to operate general office equipment stationed between 3 to 4 feet high (i.e., fax, photocopier, computer printer)
* Ability to listen and participate in discussions, meetings and training sessions
* Ability to work under pressure in order to meet strict deadlines
* Ability to differentiate between colors
* Excellent oral and written communication skills
* Ability to access and enter information using an automated system both quickly and accurately
* Ability to speak with the customer while navigating and taking action on the computer system
* Maintain attendance and punctuality according to company policy
* Ability to be available and ready to assist customers
* Ability to be flexible and work in a constantly changing environment
Seasonal Call Center Representative
QVC, Inc., a wholly owned subsidiary of Liberty Interactive Corporation (NASDAQ: QVCA, QVCB), is the world's leading video and ecommerce retailer. QVC is committed to providing its customers with thousands of the most innovative and contemporary beauty, fashion, jewelry and home products. Its programming is distributed to approximately 300 million homes worldwide through operations in the U.S., Japan, Germany, United Kingdom, Italy and a joint venture in China. Based in West Chester, Pa. and founded in 1986, QVC has evolved from a TV shopping company to a leading ecommerce and mobile commerce retailer. The company's website, QVC.com, is ranked among the top general merchant Internet sites.
QVC, Q, and the Q Ribbon Logo are registered service marks of ER Marks, Inc.
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodation include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. You may reach us at 484-701-1041.
Job Description Details
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Project an energetic attitude, warm welcome and positive image of QVC over the phone.
2. Communicate with customers inside and/or outside the company where considerable resourcefulness, tact, and procedural knowledge are required.
3. Maintain objectivity when conducting outbound telephone surveys for various QVC departments to existing customers.
4. Input all concerns or suggestions for company follow-up, as well as survey responses. Resubmit any system designated corrections.
5. Adhere to department guidelines when servicing our customers. Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
6. Listen carefully to our customers to ensure appropriate responses. Communicate with different styles of customers.
7. Identify the customer style (Engaging, Efficient, Classic or Frustrated), in order to provide personalized service and offer the most relevant customer promotion and resolve customer needs and requests.
8. Tactfully handle upset customers with empathy.
9. Complete the necessary follow-up actions to notify the appropriate departments of problems that could impact customer satisfaction.
10. Notify supervisor of problems or trends and provides feedback on survey results to the originator. Suggest ideas to improve quality. Transfers calls to appropriate department.
11. Meet department goals of call expectations, productivity (including schedule adherence), and call abandonment rate by effectively handling each customer call.
12. Adhere to attendance and punctuality standards.
13. Meet department staffing requirements based upon status including high volume and required hours/days.
14. Frequently review and remain current on changes to personal work schedule throughout shift.
15. Adapt to change and meet the changing demands of the work environment.
16. Assist other department personnel as needed due to fluctuating workloads. Perform other related duties as assigned.
SPECIFIC JOB KNOWLEDGE: (Special skills, knowledge of machines, procedures, etc.)
* Ability to navigate through Windows-based and web browser applications.
* Ability to utilize PC keyboard efficiently and accurately to input all necessary data.
* Ability to visually verify keyed information to ensure accuracy of all information recorded.
Language Skills:
* Ability to read, write and comprehend simple instructions, short correspondence, and memos in English.
* Ability to effectively present information in one-on-one and small group situations to customers, clients and other employees in the organization.
* Ability to communicate clearly and be easily understood over the telephone using a headset in a call center environment.
Reasoning Ability:
* Ability to provide promotional and relevant offers to our customers in an engaging and willing manner.
* Ability to apply common sense understanding in order to carry out instructions furnished in written, oral or diagram form.
* Ability to deal with problems involving several concrete variables in standardized situations.
* Possess strong organizational skills with specific attention to detail.
* Ability to follow standard company procedures.
* Ability to work independently and problem solve with minimal supervision.
EXPERIENCE & QUALIFICATIONS:
Education: High school diploma or GED.
Experience:
* A minimum of six months of service experience with high level of customer engagement.
* Excellent oral/written communication skills
* Proficiency in windows based applications
* Web browsing and telephone skills are required.
JOB REQUIREMENTS: (As required by the Americans with Disabilities Act)
* Ability to perform basic math calculations
* Ability to comprehend and apply technical, abstract and complex information
* Ability to concentrate and sit for long periods of time
* Ability to operate general office equipment stationed between 3 to 4 feet high (i.e., fax, photocopier, computer printer)
* Ability to listen and participate in discussions, meetings and training sessions
* Ability to work under pressure in order to meet strict deadlines
* Ability to differentiate between colors
* Excellent oral and written communication skills
* Ability to access and enter information using an automated system both quickly and accurately
* Ability to speak with the customer while navigating and taking action on the computer system
* Maintain attendance and punctuality according to company policy
* Ability to be available and ready to assist customers
* Ability to be flexible and work in a constantly changing environment
Seasonal Call Center Representative
QVC, Inc., a wholly owned subsidiary of Liberty Interactive Corporation (NASDAQ: QVCA, QVCB), is the world's leading video and ecommerce retailer. QVC is committed to providing its customers with thousands of the most innovative and contemporary beauty, fashion, jewelry and home products. Its programming is distributed to approximately 300 million homes worldwide through operations in the U.S., Japan, Germany, United Kingdom, Italy and a joint venture in China. Based in West Chester, Pa. and founded in 1986, QVC has evolved from a TV shopping company to a leading ecommerce and mobile commerce retailer. The company's website, QVC.com, is ranked among the top general merchant Internet sites.
QVC, Q, and the Q Ribbon Logo are registered service marks of ER Marks, Inc.
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodation include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. You may reach us at 484-701-1041.
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