Contact Center Customer Service Job Description
Contact Center Customer Service Duties & Responsibilities
To write an effective contact center customer service job description, begin by listing detailed duties, responsibilities and expectations. We have included contact center customer service job description templates that you can modify and use.
Sample responsibilities for this position include:
Contact Center Customer Service Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Contact Center Customer Service
Typically a job would require a certain level of education.
Employers hiring for the contact center customer service job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Graduate, Associates, Education, Business, General Education, Business/Administration, Performance, Communication, Business/Management, Computer
Skills for Contact Center Customer Service
Desired skills for contact center customer service include:
Desired experience for contact center customer service includes:
Contact Center Customer Service Examples
Contact Center Customer Service Job Description
- Adjust planning to meet the needs of the business
- Create business impact reports, both ad hoc and planned, for key Contact Center business partners' enterprise wide
- Contribute as needed with other Contact Center tasks/projects that arise
- Real-time Customer Service Representative scheduling adherence and adjustment planning to meet the needs of the business
- Creating business impact reports both ad hoc and planned for key Contact Center business partners' enterprise wide
- Contributing as needed with other Contact Center tasks/projects that arise
- Understand the complete end-to-end business processes
- Deliver superior service while placing orders in a persuasive and knowledgeable fashion
- Interfaces with other service functions and business units
- Manages external and internal service compliance
- Contact Center technologies from a vendor selection or business implementation point-of-view (Salesforce.com, Oracle, SAP, IVR/VRU
- Ability to adapt to a changing environment and willingness to learn new skills
- Product knowledge of assigned area
- College graduate with experience in customer service, preferably in a call center environment , and/or Financial Markets is a plus
- Strong desire to gain further understanding of the financial services and life insurance business
- Maintain a positive, problem-solving approach and spirit of cooperation in a team environment
Contact Center Customer Service Job Description
- May work directly with Systems to design formats
- Respond positively to and expeditiously process all incoming telephone inquiries and orders
- Increase revenue by participating in up-sell and cross-sell promotions
- Adhere to SOP’s and departmental training guidelines
- Follow established service quality standards and meet established telephone order processing time standards (talk time, after call work, order accuracy )
- Utilize sales order entry system, catalogs, price lists and sales aids to provide accurate information to customers, including interpreting quotes and promotions and credit policies
- Maintain daily sales order log, reports, and other records
- Responding quickly and professionally to all customer inquiries, including pricing, availability, order status, shipping details
- Focus on improving Net Promoter Score (NPS) through coaching, guidance and identification/execution of operational improvement opportunities
- Full understanding of company products and how to support them
- Successfully manage a heavy call volume and sedentary nature of job
- Must be available to begin work on August 15, 2016
- Mature, patient and pleasant personality
- Experience leading in a Customer Centric culture
- Strong operational orientation and competence
- Requires a minimum of 3 to 4 years of related customer service experience preferably with 1 to 2 years in an E-Commerce environment
Contact Center Customer Service Job Description
- Present customer complaint investigation facts and details to management for those complaints that may have a potential safety impact
- Provides effective leadership, coaching/support, motivation, recruitment and development of Leaders and staff
- Communicates effectively with teams located in multiple locations and with a number of diverse sponsors
- Oversight for the management of day-to-day operations of the department, including effective task delegation/load balancing, as required
- Delivers on service targets for both phone and non-phone activities through achieving key performance
- Develops and maintains collaborative relationships with business partners to effectively support sales, retention and product launches and enhancements
- Collaborates and works effectively with other operational leaders to deliver effective service to our members/sponsors/market sources
- Maintains sound product and service expertise
- Creates a culture of ownership and accountability for clients’ needs – delivering accurate information with professionalism
- Maintains and improves contact center operations by monitoring system performance
- TWO YEARS MINIMUM of similar or related experience
- Experience in banking or financial institutions preferred
- Ability to handle the occasional challenging call and high call volume professionally
- Proven leadership skills in coaching, motivation, development, team building and mentoring, performance management
- Comfort in a fast-paced, high-volume, and ever-changing environment
- Ability to make decisions in complex situations in a very visible (ie customer facing) environment
Contact Center Customer Service Job Description
- Contacts Per Order
- Service Level and Abandonment Rates
- Resolution Rate and Re-open Rate
- Productivity per agent by channel
- Backlog level of contact tickets
- Development progression of management personnel through the quarterly review
- Consults with Supervisors and Sector Specialists regarding programs and services for the client
- Implements, updates, and maintains automated, direct connect and/or manual eligibility data
- May handle National Accounts or more complex accounts
- Reconciles accounts for non-standard requests
- Demonstrate a working knowledge of MSWord and MSExcel software and a strong aptitude for PC and internet usage
- Ability to handle customer inquiries and complaints the ability to diffuse situations with a calm and methodical manner
- 5+ years in a pharmaceutical/vaccine headquarters or sales position
- Strong interpersonal and effective collaboration skills
- Ability to optimize operations and champion change
- Ability to translate strategy into actionable process
Contact Center Customer Service Job Description
- Ensures customer data is installed accurately and timely
- Analyzes formats that are customized directly by the client
- Provides recommendations to decrease errors
- Acts as a resource to others on non-routine work
- May be involved in new account installations
- Respond to all incoming alarm signals in our automation software according to documented procedures
- Must be able to read from script
- The Customer Service Representative (CSR) will answer inbound calls from Texas Medicaid/Medicare members, Providers, and external vendors with a willingness to help and care for the health of our members
- The CSR will answer questions pertaining to benefit information, claim status, medical authorizations, health plan documents, appeals and complaints process and product information
- There is minimal scripting to assist in the flow of the calls so the CSR is expected to use critical thinking, customer service skills, and research to resolve the issue in one call
- Detailed understanding of regulatory environment and compliance
- Strategic thinking and execution excellence
- Experience working in a Pharmaceutical/Vaccine Customer Contact Center
- Post Training Support is between 2 to 4 weeks in length
- Weekly debrief sessions to discuss what you learned that week
- More than 5 years of experiences in management preferably within customer service function