Call Center Customer Service Rep Job Description
Call Center Customer Service Rep Duties & Responsibilities
To write an effective call center customer service rep job description, begin by listing detailed duties, responsibilities and expectations. We have included call center customer service rep job description templates that you can modify and use.
Sample responsibilities for this position include:
Call Center Customer Service Rep Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Call Center Customer Service Rep
List any licenses or certifications required by the position: GED
Education for Call Center Customer Service Rep
Typically a job would require a certain level of education.
Employers hiring for the call center customer service rep job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Associates, General Education, Education, Performance, Public Administration, Business/Management, Business/Administration, Graduate, Business, Technology
Skills for Call Center Customer Service Rep
Desired skills for call center customer service rep include:
Desired experience for call center customer service rep includes:
Call Center Customer Service Rep Examples
Call Center Customer Service Rep Job Description
- Establishes policies by entering client information
- Minimum one year related experience and/or training
- Research complex processes, system and/or customer issues to analyze business situations and provide recommendations
- Place outbound calls to internal and external customers as required to obtain immediate resolution and/or completion of tasks
- Review, research and take action in response to customer inquires related to employer discount program
- Educate internal and external customers on company guidelines and procedures
- Contact customers via email and/or outbound call to obtain information or advise status of order/correspondence
- Proactively identify trends and make recommendations to streamline processes and procedures
- Meet all departmental goals including schedule adherence, average handle time, attendance, and quality monitoring
- Enter all calls in the Call Tracking System with accuracy and with well documented call notes
- Answer 100-120 inbound calls per day from patients, doctor’s office, private insurance carriers
- Collect payments from patients for outstanding balances
- Routinely utilize multiple resources to resolve patient inquires while on the phone and while working correspondence
- Telephone statistics and collection goals must be maintained as a part of the job duty
- Occasional overtime is available
- Ability to become proficient with processes within 90 days after completing a structured training program
Call Center Customer Service Rep Job Description
- Work with multiple computer applications while simultaneously taking customer calls
- Felxibile to work any shift during operational hours of Monday through Friday 7am to 9pm CST
- Coordinates building related issues with property super
- Quickly and effectively assess and resolve customer inquiries
- Consult internally to get the customer an answer or source information for them
- Empathize with customers and quickly assist with challenging situations
- Provide customers with a superior service experience by listening carefully to them and making good decisions to assist them effectively
- Accurately record information into our computer software
- Follow procedures for completing and logging calls, action items and resolutions
- Fulfill customer expectations in ways that also comply with established policies and procedures
- Since our customers contact us for a variety of great reasons when it’s convenient for them, we are looking for associates who are flexible, willing to learn new skills, will have great attendance, and can work extra hours (and make more money!) when call volume is high
- Best candidates will have good tenure history in previous positions
- Provide high quality customer service in an inbound call center environment
- Ability to be on a headset for an 8 hour shift
- Use discretion and employer provided materials to answer questions, solve problems, and escalate calls, as necessary
- Prior sales/negotiating skills required
Call Center Customer Service Rep Job Description
- May take on other duties as assigned
- Effectively responds to routine issues regarding residential and commercial service matters, which may involve outbound calls and other communications to resolve service inquiries and equipment issues
- Processes and completes high volume of orders timely, accurately and thoroughly and enhance sales where appropriate
- Performs various office administration duties such as keying in orders, processing faxes, preparation of reports
- Serves as backup to specialized functions including
- May train new CSR’s and guide them to work as a team as needed
- Conducting outbound calls placed by an automated dialer to an existing customer base
- Assisting customers with their medical supply reorders
- Logging conversations and requests in a professional, clear, and concise manner
- Answering in-bound calls from members
- 1 years experience in a professional environment or successful completion of 1 year of college level courses
- Process oriented, specifically ability to think linearly through process to develop effective solutions
- Ability to work with multiple different personalities
- Comfortable being measured through performance metrics
- Understanding of warehousing or distribution processes is a plus
- 2 years of customer service, food service experience OR related experience OR equivalent nutrition/dietetics education
Call Center Customer Service Rep Job Description
- Assist members in taking and executing online payments
- Utilize software effectively through training and practice
- Providing online connection support for the Nintendo gaming systems
- Assisting consumers with setting up and/or using a wireless network with their Nintendo gaming system(s)
- Troubleshooting connection problems including walking consumers' through network security settings and router settings
- Answering consumer questions regarding the online features of their Nintendo game systems
- Documenting and forward consumer comments
- Collaborating and sharing solutions with members of the Tech team
- Answering consumer calls from children and adults
- Navigating computers via remote access
- Previous experience receiving calls and making outbound calls to customers to explain Insurance Benefits related to health insurance to resolve issue and answer questions according to department protocols and requirements
- Minimum 2 years of experience in call center environment, including 6 months experience in healthcare, medical insurance, or related field
- Knowledge of medical and claim terminology
- Knowledge of healthcare/managed care industry, types of services and general business processes
- Ability to handle escalated situations in a customer service oriented and professional manner
- Ability to separate professional rules from personal feelings
Call Center Customer Service Rep Job Description
- Recording consumer feedback
- Collecting, documenting, and researching technical problems to develop solutions and resources for the department
- Answer questions from taxpayers related to filing deadlines and eligibility for Property Tax Relief
- Answer questions, and assist callers, on how to file applications
- Learn and maintain an acute understanding of all Property Tax Relief programs
- Insure taxpayers' non-public information is kept secure and confidential
- Communicate approved responses to taxpayers within state guidelines/ability to read from a script
- Communicate dollar amounts of calculated benefits/reimbursements
- Advise taxpayers of dates in which their reimbursements/benefits are scheduled for credit or to be mailed out
- Communicate to taxpayers what address their checks are mailed to
- Ability to dissect, organize and format multiple types of complex provider data for promotional use and/or reporting
- Ability to customize communication style to educate internal and external customers
- Ability to use software, hardware, and peripherals related to job responsibilities, including Microsoft Excel and other Microsoft Office products
- During the first three weeks of employment complete intensive three week training program and pass a final test to become familiar with computer systems, Medicare, enrollment, compliance regulations, call flow, and senior sensitivity
- Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone
- Tech Savvy with the ability to learn new proprietary computer systems