We are seeking a Centralized Call Representative to support our Lakeland, FL Market.

Who You Are: As a Centralized Call Representative, you will handle inbound and outbound phone calls in a funeral home environment, primarily assisting current and prospective customers. The primary goals are to communicate brand value proposition within their designated market, improve customer satisfaction, and ensure a higher call conversion rate.

What You Will Do:

• Answer inbound calls and place outbound calls for follow-ups to existing and potential customers. Monday through Friday, between the hours of 8am to 6pm.
• Match customers with the FPG brand and services that best meet their needs.
• Provide clear, accurate, and helpful information to customer inquiries.
• Follow established procedures and scripts to address customer concerns and inquiries.
• Use company information systems to manage call routing, call volume, and scheduling of appointments.
• Verify customer information for accuracy and completeness.
• Process location/brand transfers and manage call forwarding tools.
• Review after-hours call logs, taking appropriate follow-up actions as necessary.
• Work independently on assignments and follow instructions for additional tasks as needed.
• Communicate effectively with co-workers, management, and customers to resolve issues and improve service delivery.

What You Excel At:

• Problem Solving: Identify and resolve issues in a timely manner, gathering and analyzing information skillfully to develop alternative solutions.
• Project Management: Coordinate projects, manage team activities, and communicate progress, ensuring completion on time and within budget.
• Planning & Organizing: Prioritize tasks, set realistic goals, and plan work efficiently, using resources effectively.
• Innovation: Display original thinking and creativity, meeting challenges resourcefully and generating ideas to improve work processes.
• Oral & Written Communication: Demonstrate clear, persuasive communication in both positive and negative situations, actively listening and responding appropriately.
• Attention to Detail: Maintain high standards of accuracy, organization, and data entry in all tasks.

Requirements:

• High school diploma or equivalent required; associate degree preferred.
• Minimum of 1 year of experience in a call center, customer service, or related field is highly preferred.
• Bilingual abilities (English and another language) are preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving skills with the ability to handle challenging customer interactions.
• Proficiency in data entry and experience with CRM or tracking software is preferred.
• Ability to work independently and manage multiple tasks effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Availability to work flexible hours, including evenings, weekends, and holidays as needed.

Foundation Partners Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.