Call Center Representative

Job Description

As a Call Center Representative, you will be the first point of contact for customers, providing them with assistance and resolving their inquiries or issues. You will interact with customers through various communication channels, such as phone calls, emails, live chats, or in-person interactions. Your role is to ensure a high level of customer satisfaction by addressing their needs effectively and efficiently.

Responsibilities:

· Provides prompt, accurate, thorough, and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.

· Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.

· Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries.

· Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems.

· Responds to, research and/or assists with priority inquiries and special projects as required by management.

· Provides feedback to management regarding customer problems, questions, and needs.

· Maintains accurate records on complaints and/or other customer comments and makes recommendations for changes to management.

· Follows through on complaints until resolved or reports to management as needed. Maintains basic knowledge of quality work instructions and company policies.

· Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.

· Maintains all departmental productivity, quality, and timeliness standards. Assist with the training of new employees and cross training of co-workers.

Employee Benefits

• Medical, Dental & Vision Insurance, Life and Long-Term Disability Insurance.

• Tuition Assistance

• Comprehensive In-House Training Program

• Employee Assistance Program

• Paid Time Off

• Sign-On Bonus

Experience:

· Work Experience: 1 year of claims processing or customer service experience OR bachelor’s degree in lieu of work experience. Preferred Work Experience: 3 years-of customer service or call center experience.

Skills:

· Basic computer operating skills. Standard office equipment. Knowledge of word processing, spreadsheet, and database software.

Education:

· High School Diploma or Equivalent or associate degree

Skills