Contact Center Representative

This position is primarily tasked with taking and placing calls and web chatting with customers. This includes handling customer inquiries, with the intent of scheduling in store appointments and selling the company products and services. The Service Representative will work closely with the call center Supervisor and Operations Manager to ensure consistency in meeting and exceeding the client's quality, metrics, and service expectations. The Service Representative is responsible for the execution of the contact center processes, including appointment setting, order entry, e-commerce, up selling and cross selling activities. Key performance metric attainment results against sales expectations and established service level agreements including but not limited to call efficiency, abandonment rates, and conversion rates.

Duties include, but are not limited to, the following:
- Professionally handles a high volume of incoming customer calls and chat requests, with the intent of scheduling in store appointments and selling the company products and services.
- Thoroughly and efficiently gathers customer information, assess and fulfill customer needs and educate customer on options related to available products and services.
- Maintains a balance between company policy and customer benefit in decision making.
- Builds and maintains effective relationships with customers.
- Is focused on meeting and exceeding team and individual metrics performance to drive results.
- Reviews team and individual metrics, service levels and other performance indicators and executes on actions to improve performance.

About Aerotek: Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit aerotek.com. Aerotek is acting as an Employment Agency in relation to this vacancy.