Inbound Call Center Representative
Job Description
Job Description
Job Title: Inbound Call Center Agent
Location: Riverside, RI
Pay Rate: $19.80 per hour
Employment Type: Contract-to-Hire
Schedule: Full Time
Job Overview
We are seeking an experienced Inbound Call Center Agent to join our team in Riverside, RI. In this contract-to-hire role, you will play a key part in delivering exceptional customer experiences while serving as an escalation point for complex inquiries. This position requires strong product knowledge, advanced problem-solving skills, and the ability to work independently while collaborating closely with leadership.
The ideal candidate is customer-focused, analytical, and confident in handling high-level customer interactions across phone and online chat channels.
Key Responsibilities
- Deliver consistently positive, professional, and memorable customer experiences
- Independently resolve complex customer issues using sound judgment and deep knowledge of internal processes
- Serve as an escalation and subject-matter resource for Contact Center representatives and cross-functional teams
- Support customers via inbound phone calls and online chat, including technical and digital solutions
- Provide “right-fit” guidance across the full suite of products and services to meet customer needs
- De-escalate challenging situations using advanced communication and conflict-resolution skills
- Identify and communicate cross-sell opportunities that enhance customer satisfaction and retention
- Maintain ownership of customer issues through full resolution, escalating when appropriate
- Complete all required customer follow-ups accurately and within established timelines
- Analyze trends and perform root cause analysis to support continuous improvement initiatives
- Act as the “voice of the customer” by sharing insights, feedback, and issues with management
- Participate in ongoing and advanced training to expand expertise and support professional growth
Qualifications
- Prior contact center or customer service experience, preferably in a senior or escalation role
- Strong problem-solving, analytical, and decision-making skills
- Excellent verbal and written communication skills
- Ability to work independently while collaborating effectively with team members and leadership
- Comfort supporting customers across multiple channels (phone and chat)
- Strong attention to detail and follow-through
- Proficiency with computer systems and customer service platforms
Why Join Us?
- Contract-to-hire opportunity with long-term career potential
- Competitive hourly pay at $19.80 per hour
- Collaborative and customer-focused work environment
- Opportunity to build advanced customer support and leadership skills
If you are qualified and interested, feel free to reach out to Pierce Jones at pjones@alinestaffing.com or 586-710-7983