Inbound Call Specialist

Vintti is a cutting-edge staffing agency revolutionizing the way US companies build their teams. Leveraging advanced technology and embracing the power of remote work, we connect SMBs, startups, and firms across the United States with top-tier talent from Latin America. Our platform seamlessly integrates professionals into US business ecosystems, regardless of physical borders. Vintti operates on the principle of a borderless future of work, where skills and expertise trump geographical constraints.

An Inbound Call Specialist is a key player in customer service, tasked with managing incoming calls and providing exceptional support. This role involves answering queries, addressing concerns, and resolving issues efficiently to ensure customer satisfaction. Inbound Call Specialists must possess excellent communication skills and a deep understanding of the company's products or services. Adaptability, problem-solving abilities, and a friendly demeanor are essential attributes that help in creating a positive customer experience, fostering loyalty, and contributing to overall company success.

- High school diploma or equivalent.
- Proven experience in a customer service or call center role.
- Excellent verbal and written communication skills.
- Strong active listening skills.
- Ability to multi-task, set priorities, and manage time effectively.
- Proficient in using CRM systems and other relevant computer applications.
- Strong problem-solving and decision-making abilities.
- Patience and ability to handle stressful situations with professionalism.
- High attention to detail and accuracy.
- Ability to maintain professionalism and composure during challenging interactions.
- Strong organizational and time management skills.
- Must be able to work flexible hours, including evenings, weekends, and holidays.
- Ability to work independently and as part of a team.
- Must be familiar with company products and services.
- Ability to follow scripts and guidelines effectively.
- Commitment to continuous learning and improvement.
- Strong interpersonal skills and a customer-focused mindset.
- Ability to handle confidential information with sensitivity and discretion.
- Basic technical troubleshooting skills.

- Answer incoming calls promptly and courteously.
- Provide accurate information about products, services, and policies.
- Identify customer needs and provide appropriate solutions.
- Log all customer interactions and inquiries into the company's CRM system.
- Escalate complex or unresolved issues to appropriate departments.
- Follow up on customer calls when necessary.
- Maintain a high level of product knowledge to assist customers effectively.
- Uphold company standards and procedures during all interactions.
- Handle customer complaints with patience and professionalism.
- Utilize scripts and guidelines to ensure consistency in responses.
- Assist customers with account inquiries and updates.
- Offer additional products or services that may benefit the customer.
- Conduct surveys or gather feedback from customers during the call.
- Achieve and maintain key performance indicators (KPIs) such as call handling time and customer satisfaction scores.
- Participate in regular training and team meetings to stay current with company updates.
- Perform basic troubleshooting for customer issues.
- Process order entries and updates accurately.
- Coordinate with other team members to ensure customer satisfaction.
- Verify and update customer information as needed.
- Handle confidential customer information with sensitivity and discretion.
- Provide detailed and accurate notes for any follow-up actions required.

The ideal candidate for the Inbound Call Specialist role will possess a high school diploma or equivalent, complemented by proven experience in a customer service or call center environment. They will demonstrate exceptional verbal and written communication skills, coupled with strong active listening abilities to effectively understand and address customer needs. Proficient in using CRM systems and other computer applications, this candidate will exhibit strong problem-solving and decision-making skills while maintaining patience and professionalism during high-stress situations. With excellent organizational and time management capabilities, they will adeptly handle multiple tasks simultaneously while prioritizing effectively. Their high attention to detail ensures accuracy in logging and processing customer interactions and orders. The ideal specialist will be highly reliable, adaptable to changing environments, and willing to work flexible hours, including evenings, weekends, and holidays. They will show a commitment to continuous learning, maintaining an up-to-date understanding of company products and services. Possessing a customer-focused mindset, strong interpersonal skills, and the ability to handle confidential information with sensitivity, the candidate will also excel in following scripts and guidelines to ensure consistency in responses. Their enthusiasm for assisting customers, combined with a proactive attitude and ability to remain calm under pressure, sets them apart. A quick learner with a resourceful approach to problem-solving, they will exhibit strong technical skills and computer proficiency, making them a collaborative team player poised to enhance customer satisfaction and company success.

- Answer incoming calls promptly and courteously.
- Provide accurate information about products, services, and policies.
- Identify customer needs and provide appropriate solutions.
- Log all customer interactions and inquiries into the company's CRM system.
- Escalate complex or unresolved issues to appropriate departments.
- Follow up on customer calls when necessary.
- Maintain a high level of product knowledge to assist customers effectively.
- Uphold company standards and procedures during all interactions.
- Handle customer complaints with patience and professionalism.
- Utilize scripts and guidelines to ensure consistency in responses.
- Assist customers with account inquiries and updates.
- Offer additional products or services that may benefit the customer.
- Conduct surveys or gather feedback from customers during the call.
- Achieve and maintain key performance indicators (KPIs) such as call handling time and customer satisfaction scores.
- Participate in regular training and team meetings to stay current with company updates.
- Perform basic troubleshooting for customer issues.
- Process order entries and updates accurately.
- Coordinate with other team members to ensure customer satisfaction.
- Verify and update customer information as needed.
- Handle confidential customer information with sensitivity and discretion.
- Provide detailed and accurate notes for any follow-up actions required.

- Exceptional communication skills
- Strong empathy and understanding
- High level of reliability and punctuality
- Adaptability to changing environments
- Strong work ethic
- High level of patience and professionalism
- Excellent problem-solving abilities
- Collaborative team player
- Self-motivated with a proactive attitude
- Attentive to details
- Strong multitasking capabilities
- Positive and customer-focused mindset
- Ability to remain calm under pressure
- Effective time management skills
- Quick learner and willing to undergo continuous training
- Strong technical skills and computer proficiency
- Professional demeanor
- Resourcefulness in handling customer inquiries
- High degree of integrity and confidentiality
- Enthusiasm for helping others
- Willingness to go the extra mile for customer satisfaction

- Competitive salary range: $35,000 - $45,000 annually
- Medical, dental, and vision insurance
- Flexible work hours
- Paid time off (PTO) and holidays
- Retirement savings plan with company match
- Tuition reimbursement program
- Opportunities for professional development and career growth
- Employee assistance program (EAP)
- Performance-based bonuses and incentives
- Comprehensive training program
- Access to wellness programs and resources
- Casual dress code
- Employee discounts on company products and services
- Remote work opportunities
- Monthly team-building activities and events
- Supportive workplace culture