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