Call Center Representative

Job Title: Call Center Representative

Reports To: The Call Center Representative will report to the Call Center Supervisor, Call Center Manager, or designated leadership personnel.

Job Overview:

The Call Center Representative serves as a brand ambassador and the first point of contact for customers, delivering exceptional service and support through phone and email. This role is responsible for responding to inquiries, resolving customer concerns, and facilitating ticket sales and bookings, all while maintaining a positive and professional representation of the organization.

The ideal candidate will be a strong communicator, capable of handling high call volumes in a fast-paced environment while ensuring a personalized and efficient customer experience.

Duties and Responsibilities:

• Provide exceptional customer service via phone and email to all clients and prospects.
• Answer incoming calls and assist customers with placing new ticket orders or making changes to existing ones.
• Support inbound inquiries from both B2C and B2B clients regarding reservations, bookings, and general service questions.
• Register new B2C clients and support group or bulk bookings as needed.
• Troubleshoot and assess customer needs to offer appropriate solutions in a courteous and timely manner.
• Maintain knowledge of products, services, and promotions to support customer inquiries.
• Assist with team sales goals by upselling and cross-selling when appropriate.
• Provide feedback and suggest improvements for operational procedures.
• Perform additional duties or tasks as assigned by the direct Supervisor.

Competencies:

• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to manage high volumes of calls while maintaining attention to detail.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Comfortable working both independently and as part of a team.
• Strong problem-solving and multi-tasking abilities.
• Adaptable and willing to learn new systems and procedures.

Qualifications and Education Requirements:

• High School Diploma or equivalent required.
• Prior experience in an inbound call center or customer service environment preferred.
• Experience with attraction ticketing systems and/or Vonage Call Center Software is a plus.
• Must be fluent in spoken and written English; multilingual skills are an advantage.
• Must be available to work weekends, holidays, and other shifts as required.
• Enthusiastic, flexible, and able to work in a high-energy, fast-paced setting.

Physical Demands: 

• Approximately 50% of the time this position requires the below physical demands. 
• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. 
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
• Manual dexterity is required for operating office machinery (phone, copy machines, binding equipment, etc.). 
• Ability to lift or move 40 lbs. or greater frequently. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 
• Must be able to utilize computer monitor and keyboard. 

Travel: None or Negligible 

Other Duties: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by law.

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