Call Center Representative Job Description Department: Call Center FLSA Status: Non-Exempt Reports to: Call Center Manager Position Type: Full-time Location: Milwaukee, WI Travel Required: 0% Approved By: President/CEO Approved Date: October 8, 2018 Position Summary The Call Center Representative works in a call center environment and responds to member and client Maintains call center database by entering information and ticket reservations into central reservation ticketing system. This position requires you to be on the telephone your entire shift, Provides primary dispatching and administrative duties related to scheduling requests for service to field service technicians, Create, dispatch and process work orders to field personnel while ensuring that all appropriate documentation and data entry is complete in a timely and efficient manner, Interpret and follow up on technician reports, Develop strong relationships with technicians and business partners, Source and on board new potential technicians, Provide candid feedback and coaching to technician workforce, Identify growth opportunities. Detailed oriented with excellent communication and leadership skills who possesses A sense of urgency critical to the needs of the business. Include examples of teamwork, problem solving, attention to detail, time management, and leadership. Work from action plans for continuous improvement, Ensure information provided to customers and internal processes followed are in compliance with standards (e.g. Creates and maintains data and reconciles to client appointment records. Reviews data and information for completeness and accuracy using standard guidelines; performs tasks with attention to detail. These inquiries are handled by communicating in a clear, concise and confident manner in order to provide an excellent customer services experience in a fast-paced work environment, Act as a successful team member by being receptive to feedback/coaching, follow all standard operating procedures, display reliability and have a willingness to develop and consistently improve, Excellent communication skills (both verbal and written), ability to research, follow up and resolve sensitive issues, proficient in working with web based applications and Microsoft Office, keyboarding (greater than 40 wpm), fluency in Spanish a plus, Customer service, sales and/or influencing others, Wellness program with discounts & rewards, The standard benefits (medical, dental, vision, 401k), Bachelor’s degree or one year of work experience in a customer service environment, Stellar communication and customer service skills, Experience in a fast paced and changing environment, Processes member transactions and provides product and service information over the phone, Contributes to departmental goals by handling appropriate call volumes, Completes work with accuracy and efficiency, Achieves acceptable call observation results, Uses consultative approach in order to meet member's needs. Indeed is not a career or legal advisor and does not guarantee job interviews or offers. Be available to process administrative inquiries in-between calls, Execute: Account Set Up, Non-Financial Updates and Financial Trades, Demonstrates Shared Responsibilities Day-to-Day Responsibilities and, Must be available between the hours of 4:30pm-12:30am (Mon- Fri), Be flexible with overtime, especially during the RSP Season Jan - Apr - Daily attendance is paramount, Be punctual and adhere to scheduled shift, Executes the client's instructions within the corporate/departmental quality and quantity standards, Ensures that client's instruction documentation meets the corporate and dealer requirements, Ensures the confidentiality (CISP) of client accounts, Always be compliant on every inbound and outbound call to manage risk, i.e. Responds to questions from branch staff and customers and may assist in training to enhance process understanding. Call Center Representative Job Specifications. A Call Center Customer Service Representative will act as a liaison between the company and its customers. Supports and participates in bank initiatives and sales campaigns. First, scan the call center job description for keywords. Call Center Customer Service Representative Resume Examples. Triage calls to the appropriate individual/area being courteous and professional. Responds to customer inquiries regarding Bank fees and makes appropriate decisions regarding reversals. Understands Aspect phone functions, monitors queue status; applies call centering techniques in day to day workflow. Take ownership of any misdirected cases, Coach, Train and mentor Participant Services Representatives on RISS product including coaching on misdirected cases, Field incoming calls to support main call center during high call volume periods as needed, Assist with sensitive call outs or campaigns for Clients as needed, 2+ years experience in healthcare benefits, 1+ years Participant Services experience PSR II+ preferred, 2+ years in call center environment performing collection/revenue cycle functions, preferably in a healthcare or patient care environment, Mercer’s Quality programs and initiatives, System knowledge (Mercer specific systems) preferred, This position answers general questions and requires basic knowledge of position, Asks appropriate questions and serves as a resource of information when attempting to retain existing business, Enters all information related to the call for tracking and reporting purposes, Develops relationships with both internal and external customers, High school diploma required and college degree preferred, Customer service or sales experience preferred 0-2 years customer service experience preferred, Excellent written and verbal communication skills to effectively interact with customers, Excellent organizational and time-management skills to handle multiple tasks, Above average problem solving skills to resolve customer service issues, Basic computer skills and the ability to navigate through multiple systems without assistance, Appropriate license must be obtained if necessary for position, Answer in-coming calls from the Provider Inquiry Line and the Fraud Hotline, Incoming calls can be from members and/or Providers questioning claim status, review status, appeal status and/or reporting of fraud, Logging of all in-coming calls in a Call Tracking Documentation System, Maintains accuracy standards of 97% or greater, Maintains adherence standards of 95% or greater, Ensure adherence to state and federal compliance policies, reimbursement policies and contract compliance, Works independently and as part of a team, Strong oral communication skills, listening abilities, and problem solving capabilities, Ability to maintain a pleasant, courteous and helpful demeanor at all times, Ability to process and route calls in a timely manner, Ability to diffuse irate or difficult callers, 2+ years of working experience in a Call Center or Customer Service setting, Prior working experience with an EMR / CRM System, Answer associates’ questions about benefits and assist associates in resolving issues with receiving benefits, Work with other areas of Corporate Benefits to support open enrollment, benefit plan roll-outs, dependent audits and other initiatives, Strong communication (written, verbal, and listening) and relationship building skills, Must be able to multitask, prioritize and problem solve effectively, Answer, research and resolve inbound calls from members, providers, and other external customers, Document each contact accurately per established department requirements and service standards, Maintain a thorough and current comprehension of all aspects of delivery system, in order to provider effective and efficient responses to inbound inquires, Ensure that organization standards pertaining to telephone quality are achieved and maintained in compliance with establishing goals for target and stretch in this critical area of performance, Ability to communicate CMS(Medicare) Policies to callers in a clear and concise way, We have opportunities for work-at-home, local and travel assignments, Responsibilities include answering incoming calls from vision providers requesting status updates on their eyeglass and contact orders, Will make changes to orders as necessary and work with other internal departments handling appeals, Working hours 10:30 am to 7:00 pm Monday through Friday with overtime as needed, 1+ year of experience in a Customer Service role analyzing and solving customer's problems, Ability to create, copy, edit, send and save using Microsoft Word, Excel and Outlook, Ability to rotate from the Call Center to the Front Desk as required, Supports the leaders in support services and should be Customer oriented. The responsibilities, tasks, and duties typically carried out by call center agents are shown in the job description example below: Responsible for managing a whole lot of incoming and outgoing calls in the organization If you volunteered with a non-profit organization, describe your responsibilities and how you made a positive impact. Must be able to communicate in written and verbal form with clarity and professionalism, Ability to work independently, completing assigned tasks safely and correctly, demonstrating good time management skills, Ability to follow through on instructions, Ability to demonstrate excellent customer service skills, ensuring all actions reflect program’s service goals. 20+ call center representative resume samples to customize for your own use. quantities, kind sizes, and printing instructions) at level normally acquired through a high school education, Ability to perform non-complex arithmetic calculations (addition, subtraction, multiplication, division, percents) to verify calculation on prices of product per unit, normally achieved through a high school education, Interpersonal skills requiring ordinary courtesy and tact, Ability to concentrate and pay close attention to detail, Handles both inbound and outbound calls, which are widely varied in content and frequently requires deviation from standard screens, scripts, and procedures, Handles customer service inquiries and problems via the telephone, May answer inquiries, resolve problems, and promote products/services, May monitor systems to detect possible fraudulent behavior related to credit card usage and contact card holders to investigate possible fraud, Researches problem areas and documents processes used to correct issues, Customer service is the primary function, but may include minimal selling or promotion of products or services, Also may require additional knowledge including but not limited to, association guidelines, changes and procedures, MUST HAVE: Conflict management skills and the ability to deliver difficult messages verbally, Excellent verbal communications skills including listening, probing and negotiating with customers, The ability to deal with difficult customer scenarios in a manner that creates a positive customer experience, Assist customers in navigating complex site and policy issues, Efficient and accurate resolution of issues and questions regarding customers’ accounts. The scope of support responsibility spans multiple Human Resource and Payroll process areas, Take ownership of the customer issue or problem to identify and drive to a possible win-win solution, As needed, diagnose the underlying event or issue to determine the resolution timeframe. Customer service, technical help, sales, and political call centers are among the most popular. Customer Service Call Center Representative Resume. Experience with payroll administration, call centers, and customer service management systems is preferred. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization, Ability to carry out simple one- or two-step instructions. MEDICAL CALL CENTER REPRESENTATIVE. You must be available to work any nine hour shift within that time-frame. Ability to write simple correspondence. Processes transactions and updates on-line, Enforces final denial decisions made on complicated accounts and difficult processing problems, Routes calls to appropriate individuals or divisions within the Agency, other State agencies, various Federal program areas and servicers or colleges as necessary. Previous banking/online banking experience preferable, Excellent problem solving and troubleshooting skills required, Bilingual English/ Mandarin and/or Cantonese preferred, Ability to function in a team environment, Ability to multi-task and handle different systems, Work schedule may include non-standard hours, 2-5 years of experience in customer service, Inbound customer service call center experience preferred, Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines, Strong written communication and verbal communication skills, Receive incoming calls, emails, and web requests from a variety of geographically dispersed facility, Utilize 360 to effectively organize work orders and assign it to the proper contact, Contact the appropriate individual for urgent and emergency requests to ensure request is taken care of in a timely manner, Monitor telephone queue time data to maximize productivity, Complete all daily assigned daily call backs to ensure customer satisfaction, Provide accurate, timely client work orders which result in highly satisfied customer satisfaction, Is timely in arrival to work and returning from breaks to ensure appropriate coverage at all times and arrange coverage when away from desk, 360 system admin and the liaison to the 360 account manager with system issues, Utilize 360 to create preventive maintenance schedules, procedures, assets, and incident reporting for maintenance operation, Follow up on request surveys with a score lower than 3 within 24 hours to ensure client satisfaction and document good comments of individual assigned or team involved, Monitor SLA violations by providing weekly reports to individuals in violation and monitor queue to assist in preventing violations on a daily basis, Maintain and ensure all helpdesk documents are updated with the most recent information, Provide management with reports when requested, Liaison with the JLL Call Center with request system and client issues, Assist JLL team with additional projects and tasks approved by direct manager that does not interfere with position responsibilities, Participate in on/off site training opportunities when applicable and provide training to local and remote regions on 360 including other applicable programs and procedures, Maintain individual productivity/ performance metrics, Identify area of opportunity and utilize skill/ knowledge to suggest improvements, College graduate or equivalent work experience, Familiarity with the accounts payable/receivable process, Superior customer service skills and orientation, Ability to plan and manage work under time constraints, without direct supervision, Good computer skills, proficient in MS Office, Maintain up-to-date knowledge of a wide range of firm standard computer hardware, software, and business processes, Continuously collaborate, cross-train and provide backup support to teammates with other areas of expertise. Updates job knowledge by participating in training and other educational opportunities, Meet personal/team qualitative and quantitative sales goals and targets. Call Center Representative Job Seeking Tips To succeed as a call center representative, you’ll need to thrive in a fast-paced environment, have an excellent phone manner, and a knack for dealing with a variety of customer questions and grievances. Bachelor of Arts in English Language and Literature. A. CBS News. Since a Call Center Representative’s job is very metrics-driven, potential employers want to know what your average call times are, how many calls you took per day, and what your first call resolution rates were. Records and documents information accurately, Answer inbound calls and emails regarding product orders, parts orders and repair requests in a fast-paced environment, Respond to technical support inquiries for our connected watches, such as, set-up (pairing product), trouble-shooting, hardware and firmware compatibility, providing options and recommendations, etc, Confer with customers and/or internal sales professionals to provide general information about products and services, to fulfill orders, or to resolve complaints, Process repair instructions according to customer requests, Keep detailed records of customer interactions and transactions, recording inquiries, complaints, and comments, as well as actions taken, Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills, Minimum of 2 years of service-related experience in a call center environment, Basic knowledge of Customer Service principles and processes, including needs assessment, meeting quality standards and evaluation of customer satisfaction, Must have a high level of familiarity/comfort working with IOS/Android Software, including app pairing and/or basic troubleshooting, Superior problem solving skills and out of the box thinking, Must be able to work in a fast-paced environment and be adaptable, Basic knowledge of MGI brands and product lines helpful, Above average verbal and written communication skills, Proficient with Excel and Word software and also with Windows based applications, Experience with Vertafore Systems is a plus but not required, Efficient to Multi-Tasking capabilities/ navigate different systems, Versatile/adaptable: Constant changing environment (Priorities can change daily), Self-Sufficient – Someone who can stay on task and when work is completed will reach out to leadership team for additional tasks, Ability to maintain outstanding attendance at all times, Schedule flexibility to work 30-40 hours per week including days, evenings and weekends, Ability to effectively communicate in a respectful and assertive manner, Willingness to submit to and pass E-Verify and background check, Ability to feel comfortable sitting for most of an 8h shift, Excellent computer abilities to navigate our care systems, as well as the Windows environment, Alliance Data offers a competitive salary and a comprehensive selection of benefit options including 401(k), Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with all applicable laws, Alliance Data is an Equal Employment Opportunity employer, Receive inbound phone calls and assist current and potential customers with orders, returns and product questions, Learn products and keep informed of new products introduced online, Establish good working rapport with customers, vendors and other company departments, Create a positive and professional image for the company, Remain current in your knowledge of products, programs, processes and policies, Typically, 1-2 years of working experience in related fields, Possess excellent verbal and written communication skills, including professional telephone skills, Ability to maintain a professional attitude, Knowledge of and familiarity with computers, Microsoft Office applications and the Internet, Knowledge of company policies, procedures, guidelines, and practices, Excellent team building, customer service, and interpersonal skills, Must be able to meet minimum productivity standards set that apply to a Level I Monitoring Representative, Must meet minimum quality standards set for them (90% or better average on quality assurance), High School Diploma or General Education Degree (GED) and 3+ months related experience or related training/certification preferred, Monitoring Representative must be licensed to work in all States mandating requirements which is handled internally for all new hires, Acquire and maintain company and product knowledge needed to assure quality response to customer inquiries, Work within and support the Process Driven Environment of the Customer Care Call Center, Collaborate with retail store and Boat Sales Connection teams to produce satisfying outcomes for customers, Contribute to team process improvement efforts designed to deliver efficient and customer-centric outcomes, Perform contact documentation and reporting tasks prescribed by team operating standards, Inbound/outbound call center/customer support center experience, Strong telephone skills, including voice quality, enunciation, grammar, listening, Excellent writing skills, including ability to compose grammatically correct consumer communications, Proficiency with office and call-center software, e.g., web browsers, Word, Excel, PowerPoint, CRM applications, The ability to succeed in a fast-paced goal, oriented environment, Provide world class customer service to customers by answering questions, resolving issues and assisting with financial transactions. Ability to document knowledge to share solutions with others is required, Displays use of excellent interpersonal skills. Manages more complex customer calls/issues and concerns, Serves as back-up to supervisor in performing various duties, Answer all inquiries regarding the Bank’s service/product promotions and advertisements, Answer inquiries regarding any business emergency situation, e.g. Initiate actions as needed to ensure customer satisfaction, Communicate orally and in writing with the healthcare providers regarding prescription status or to inform on patient non-compliance, Accurately and effectively document all calls, Interact effectively with internal team and sales organization to answer inquiries and resolve issues, Work effectively from a daily task list to address open action items and prioritized needs during the work shift, Understands and adheres to department standard operating procedures and maintains a high degree of product knowledge, Attend and support team meetings, conference calls, training programs and other business requirements as it applies to the clients monitoring systems, Participate in process improvement initiatives as requested, Effectively manage priorities to facilitate business goals in areas of customer satisfaction and achievement of customer support expectations, Minimum of a High School Diploma or GED required, Bachelor’s degree preferred, A minimum of 2 years’ experience in a high volume call center addressing inbound / outbound customer calls while providing customer support function with demonstrated ability to address customer questions and concerns, Prefers at least one (1) year experience in the medical field or in medical benefits administration field (Billing, Insurance, Pharma, Pharmacy, DME) providing customer service to patients. Follow department scripting, Meet/exceed sales objectives on all calls, Maintain all established sales, quality and performance standards for the department, Utilize predictive dialer to initiate outbound sales, retention and survey calls, Navigate corporate website and other resources to provide members with pricing, promotions and service information, Adhere to organization policies and procedures, One year of experience in an office or health care setting, Knowledge of Microsoft Word, Excel, and Windows, Excellent keyboarding skills and familiarity with copiers, faxes and telephone equipment, High School diploma or General Equivalency Degree (GED), Handling phone calls regarding garnishment related questions from our clients, client's employees, custodial parents and agencies who ensure ADP is in compliance with federal and state garnishment laws, Processing inquiries from our operations department when documents are received advising that notifications or payments have not been received, Up to 1 year of Directly Related Experience, Bachelor's degree or equivalent in education and experience, One plus years of Call Center experience with a high emphasis on client service, Experience with payroll or payroll garnishments, Able to work well under pressure while maintaining a professional and courteous demeanor at all times, PC skills a must to include proficient use of various Windows based applications, Proven ability to adapt to frequent changes and updates, Proven ability to follow operating procedures and instructions, Consistently provide members with exceptional customer service, Assist internal and external customers via incoming telephone calls, Actively listen to customers and respond appropriately, Utilize the BCBSMA computer system to look up and record information regarding a customer’s account, Investigate and resolve member inquiries through correspondence and computer research, Advise customers regarding policy and benefit information for multiple health plans, Coordinate internal activities necessary to research and resolve inquiries and provide accounts with service solutions, Contribute to a team effort to meet or exceed service, production and quality goals, Identify errors and implement solutions with team members and leaders, Meet and exceed daily, weekly and monthly performance goals, Provide a high level of service to both external and internal customers, Creative problem solving within a team environment, Desire to create a caring atmosphere for customers, Flexibility and willingness to change as business needs change within the division, College degree or comparable experience preferred, 2 plus years of successful work experience in a customer focused environment, direct customer contact via phone preferred, Prior experience assisting members and/or providers with telephone inquiries, Basic knowledge of personal computer operations and software packages, Experience in a Windows environment preferred, Excellent organizational, problem solving, communication and interpersonal skills, Complete follow-up paperwork and duties necessary to meet or exceed the caller’s expectations, Document calls on note screen of medical management software system, Complete necessary forms such as QM complaint forms, HIPAA response forms, New Member Survey, Transportation, Fraud & Abuse, Grievance, Case Management, Disenrolled member survey, PCP Assignments, and various reports, Phone coverage is provided in compliance with CMS regulations, Performance Measures are achieved and in compliance with established Health Choice Generations benchmarks and policies, High school diploma or GED equivalent, or an equivalent combination of training and experience, including working with customer service management systems to ticket and track call volume, Minimum of one (1) year experience working in a payroll environment or with payroll systems is required. Identifies and escalates difficult customer situations to the appropriate party. As a Call Center Representative, you will be responsible for answering or making calls to or from customers. By the end of my tenure at Verizon, I had achieved the following results: Customer Service Rating= 98% over two years; Resolved 94% of … Follows through with all customer issues and provides ongoing assistance as needed. Call Center Representative Resume Sample . 45%, Researches and resolves customer issues; manages difficult situations. Call Center Job Description The call center job description provides a clear understanding of the call center agent's role in both outbound call centers and the inbound call center. Typically requires 1 - 2 years general experience, or equivalent combination of experience and a college-level education, Ability to effectively prioritize and handle multiple tasks and work under aggressive time constraints, Ability to provide quality customer service, Excellent analytical, problem solving and decision-making skills, Experience with Microsoft Office, Word, Excel. Responds to Web Support and Secure Chat inquiries. With millions of people searching for jobs on Indeed each month, a great job description can help you attract the most qualified candidates to your open position. Continually develops level of knowledge to ensure the development of a full service Call Center, which may include account opening, loan applications, loan payments and various other customer service requests. Bachelor’s Degree preferred, 5-7 years of experience in a customer service, inside and/or outside sales preferably in an industrial environment, Demonstrated ability to build strategic relationships within various levels of customer’s organization, 90% Calling potential customers and verifying information provided on online application, Other Non‐Essential Functions & Responsibilities, Ability to keep busy during down‐time periods, Excellent verbal communication phone skills, Previous call center/ sales experience required, Experience working with computers and entering data quickly and accurately, Ability to communicate effectively with, and relate to patients of diverse communities, Experience in a healthcare or social services setting, Ability to handle complaints and unpleasant customers, has a pleasant, patient and friendly attitude, Strong detail orientation and communication/listening skills willingness to work a flexible schedule and overtime when needed, Answer incoming calls for a high call volume environment, Able to react effectively and calmly in a stressful situation, Accurately enter and verify new customer information into customer database, Researching required information using accessible resources, Contacts correct field technician with lead information, Identifying and escalating priority issues, reporting to high-level management, Maintains/exceeds department productivity goals and performance measures, Completes special projects assigned by the Call Center Supervisor, Professional verbal, written and data entry communication, Proficient in Microsoft Office, especially Outlook, and general knowledge/navigation of various computer applications, Must pass a criminal background check and physical including a drug screen, High School Diploma Required; Some College Strongly Preferred, Required Pre-Employment Assessment - Within 24 hours of creating your profile, you will receive an email from sender, "QUESTIONNAIRE ALERT." 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