CRM Agent

High-level Job Purpose Statement Responsible for answer incoming inquiries from customers and conducting outgoing calls to customers in order to generate actionable leads. Essential Duties and Responsibilities - Answer incoming calls and respond to customer’s emails - Manage and resolve customer complaints - Place customer orders in the computer system - Identify and escalate issues to supervisors - Provide product and service information to customers - Research required information using available resources - Research, identify, and resolve customer complaints using applicable software - Process orders, forms, and application - Route calls to appropriate resources - Document all call information according to standard operating procedures - Recognize, document, and alert the management team of trends in customer calls - Follow up customer calls where necessary - Upsell products and services - Complete call logs and reports - Other duties as assigned

Answer incoming calls and respond to customer’s emails; Manage and resolve customer complaints; Place customer orders in the computer system; Identify and escalate issues to supervisors; Provide product and service information to customers; Research required information using available resources; Research, identify, and resolve customer complaints using applicable software; Process orders, forms, and application; Route calls to appropriate resources; Document all call information according to standard operating procedures; Recognize, document, and alert the management team of trends in customer calls; Follow up customer calls where necessary; Upsell products and services; Complete call logs and reports; Other duties as assigned