Contact Center Representative

ACH Foam Technologies is seeking a dedicated and customer-focused Contact Center Representative to join our team. In this role, you will be the first point of contact for our customers, providing timely and effective support that reflects our commitment to quality and service excellence.

Responsibilities

• Respond promptly and professionally to incoming customer inquiries via multiple communication channels.
• Provide accurate information regarding products, services, orders, and policies.
• Identify and escalate complex issues to the appropriate department when necessary.
• Maintain detailed records of customer interactions and transactions in the company’s CRM system.
• Follow up with customers to ensure their issues are fully resolved and satisfaction is achieved.
• Collaborate with team members and management to share insights and improve service quality.
• Adhere to company policies, procedures, and quality standards at all times.

Qualifications

• High school diploma or equivalent; additional education or certifications are a plus.
• Proven experience in a customer service or contact center role preferred.
• Strong communication skills, both verbal and written, with an emphasis on clarity and professionalism.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Familiarity with CRM software and basic computer applications (e.g., Microsoft Office).
• Problem-solving mindset with a patient and empathetic approach to customer interactions.
• Flexibility to work various shifts as needed, including evenings or weekends.