Call Center Representative

Terms of Employment • W2 Contract, 24 Months • This position is hybrid. (Tuesday to Thursday onsite) • The office is located in Baltimore, MD. Overview A Senior Customer Service Representative is responsible for providing advanced customer service and support to customers of a company. Responsibilities: • Handling complex or escalated customer inquiries, issues, and requests via phone, email, or chat. • Providing in-depth information about products or services, including detailed explanations of features, pricing, and specifications. • Processing complex orders, returns, and exchanges accurately and efficiently. • Resolving escalated customer complaints or issues in a timely and effective manner. • Acting as a point of contact for other customer service representatives for guidance and support. • Mentoring and training junior customer service representatives. • Maintaining accurate and detailed records of customer interactions and transactions. • Analyzing customer feedback and trends to identify areas for improvement. • Collaborating with other departments, such as sales or marketing, to address customer needs or concerns. • Keeping up-to-date with product knowledge, industry trends, and company policies. Required Skills & Experience • Previous customer service experience. • Handling Inbound and Outbound calls • Solid understanding of customer service principles and practices. • Excellent communication and interpersonal skills. • Strong customer focus. • Ability to handle difficult or challenging situations with professionalism and empathy. nTech is an equal opportunity employer. All offers of employment are contingent upon pre-employment drug and background screenings. Only candidates who meet all of the above client requirements will be contacted by a recruiter Release