SMART Customer Service Associate - Northstar Memorial Group

Smart Cremation is seeking a Customer Service Associate in Nashville, TN. This position is responsible for providing general assistance to guests, and effectively listening to determine how to best help the customer.

Responsibilities

• Operates a telephone system handling a large call volume
• Assists customers with general information, requests, and concerns
• Promptly answers all incoming calls and strives for minimal hold times
• Identifies and properly navigates incoming phone calls to the correct department or person
• Recognizes the need for escalation and involving appropriate parties
• Takes detailed and accurate messages and delivers to the appropriate party in a timely manner
• Proficient in handling multiple calls and requests while simultaneously working
• Behaves professional as well as sympathetic to the unique perspective of our clientele
• Demonstrates a caring attitude while calmly speaking with the caller
• De-escalates calls from upset or irate customers to resolve problems
• Utilizes standard company-specific software to meet location business requirements
• Completes assigned tasks in a competent and timely manner
• Prepare letters, reports, and official records
• Completes office duties such as filing, phone duty, and use of online reference materials
• Successfully works in a team environment as well as work independently

Requirements and Qualifications

• 1+ years of experience in a call center environment
• High School Diploma or equivalent
• Excellent communication and customer service skills
• Basic computer knowledge (Windows, MS Word, MS Excel, internet)

We are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or veteran status.