Contact Representative Job Description
Contact representative
provides adequate answers and solutions to customers’ questions and complaints (telephone, email, letters) by respecting company policies and procedures.
Contact Representative Duties & Responsibilities
To write an effective contact representative job description, begin by listing detailed duties, responsibilities and expectations. We have included contact representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Emergency Inquiries - Through all contact methods, adhere to established policies and procedures in handling customer emergencies, inquiries, and requests
Answers general questions regarding portal navigation and HR policies and procedures, referring to an online knowledge base for information and guidance
Assist other members within the HR Shared Services team with day-to-day execution of duties and support the team regarding proper procedures, policies, and requirements
Document customer contacts during the service request/problem-solving process, including successful and unsuccessful decisions and actions taken through final resolution
Identify, research, and resolve patient questions and inquiries regarding the patient portal
Recognize when customers are frustrated or may require education or instruction beyond the issue presented
Meet or exceed contact center performance standards and measure with a focus on quality, accuracy, and timeliness
Route calls to appropriate clinics, answering service, and/or others as appropriate
Gather information for accurate documentation of calls and enters into proper database
Proactively monitor our Genesys / Avaya user interfaces to ensure efficient distribution of calls
Contact Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Contact Representative
List any licenses or certifications required by the position: ITIL, DDA
Education for Contact Representative
Typically a job would require a certain level of education.
Employers hiring for the contact representative job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Associates, Sound, Department of Education, General Education, Military, Communication, Health Care, Human Services, Business
Skills for Contact Representative
Desired skills for contact representative include:
Blood stem cell transplantation
HLA
Various secondary language cultures
Answers questions
Microsoft applications
Policies and directives
Procedures
Provides both classroom and OJT instruction to employees
Local ecology
Company policy and procedure in NC
Desired experience for contact representative includes:
Proactively communicating with leadership, partners and other groups in order to ensure all stakeholders are aware of any SLA attainment risks
Work closely with the Workforce Management team to identify any variances with the agent labor-force and coordinate remediation, if applicable
Work with the rest of the Real Time Operations team to quantify/mitigate business impact
Perform special project assignments (e.g., data entry, outbound calls, research, special authorizations)
Communicate directly with customers via phone, e-mail, fax or mail to identify and resolve a wide variety of issues and inquiries regarding products, pricing, order fulfillment, customer programs, and corporate policies
Research, document and administer product warranty programs including credits, replacements and return material authorizations
Contact Representative Examples
1
Contact Representative Job Description
Job Description Example
Our innovative and growing company is looking for a contact representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for contact representative
- May occasionally make routine edits or updates to existing standard operating procedures, such as updating addresses, phone numbers, or contact information of clinics served by the UW Medicine Contact Center
- Enter/modify customer orders in the business operating system
- Represent the organization daily through customer contact and relationship-building
- Monitor customer accounts daily to proactively avoid customer issues
- Work with internal departments to enable accurate account management and resolution of customer issues
- Make all necessary entries in the business systems to support company processes
- Customer web portal fault isolation
- Knowledge and wiki authoring
- Logistics / supply chain support
- Compliance enforcement
Qualifications for contact representative
- Demonstrated ability to navigate Microsoft Office products and software applications utilized in a financial services environment related business equipment
- Perform hands-on work in all environments (heat, cold, rain), in tight quarters or at heights
- Have minimum one year experience in a customer service, specific call center experience is preferred
- Basic knowledge of Medical Auditing and Appeals
- No prior claim experience needed
- Three years bank teller, bank sales, and/or banking customer service experience required
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Contact Representative Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of contact representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for contact representative
- Connect interested prospects to an Admissions Representative who will help guide them through the remainder of the enrollment process
- Act as a support network for all 19 campuses by fielding and resolving inbound calls from prospects, current students alumni
- Meet specific performance goals
- Handles a high volume of calls in an inbound, fast-paced contact center
- Provides superior customer service to patients, families, general public, and co-workers by consistently demonstrating UW Medicine Service Standards
- Schedules new and return appointments in our electronic systems following scheduling guidelines
- Provides complete registration and scheduling services for outpatient/clinic services as per registration standards and clinic protocol
- Routes calls to appropriate clinics, answering service, and/or others as appropriate
- Serves as a liaison between customers and clinics to ensure timely, appropriate transfer of information and response to inquiries
- Resolves patient requests in one call/contact or successfully manages prolonged or complex issues, with high attention to managing the customer experience and emotion
Qualifications for contact representative
- Ability to effectively communicate solutions to customers in ways they can understand and implement
- Excellent computer skills with proficiency in Microsoft Office applications and manufacturing operating systems (AS400) is an asset
- Demonstrated desire and ability to work as part of a team and with people of diverse backgrounds
- Ability to make decisions, research and solve problems, work independently, and manage multiple priorities
- Ability to accept and facilitate change, caused by customer demand, company needs or regulatory requirements
- Flexibility in work schedule, and regular and punctual attendance required
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Contact Representative Job Description
Job Description Example
Our company is growing rapidly and is hiring for a contact representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for contact representative
- Identifies researches and resolves patient questions and inquiries regarding the patient portal
- Demonstrates in depth knowledge of UW Medicine’s mission, vision and service offerings
- Adheres to contact center processes and workflow with an attention to continuous quality improvement
- Recognizes when customers are frustrated or may require education or instruction beyond the issue presented
- Meets or exceeds contact center performance standards and measures with a focus on quality, accuracy and timeliness
- Complies with the UW Medicine risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents as described in the related policies
- Observes principles of data security and patient confidentiality
- Demonstrates professional demeanor in appearance and behavior in all work-related interactions
- Participates and completes the required training program including annual Safety training and all required HIPAA and Compliance training
- Handles a high volume of inquiries via a variety of communication means (web, email, telephone queues, ) in a fast-paced global contact center
Qualifications for contact representative
- Excellent communication skills (oral and written) active listening skills
- Completion of Front Office Career Pathing Required to move into this position
- 1-2 years' experience (customer service or contact center)
- Candidate must have basic typing and good communication and customer service skills
- Previous experience operating a switchboard is preferred in order to manage the volume and call types received
- Strong organizational skills and ability to multi-task yet remain calm in emergency situations
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Contact Representative Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of contact representative. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for contact representative
- Answers general questions regarding portal navigation and HR/Payroll policies and procedures, referring to an online knowledge base for information and guidance
- Assist Senior Representatives, Supervisors and Managers with day-to-day execution of duties and support the team regarding proper procedures, policies, and requirements
- Understand and apply deposit account policies and procedures, including utilizing new deposit account opening software system, adhering to regulation and compliance standards and confirming personal information is up to date
- Professionally handle incoming customer chat sessions with the ability to earn the customer’s commitment to visit our store through the scheduling of an in-store appointment
- Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customer on pricing and options related to available products and services
- Build and maintain effective relationships with customers and store associates
- Focused on meeting and exceeding team and individual performance metrics to drive results
- Support phone queues during peak times, or as needed, to ensure service levels are achieved
- Responsible for member service contacts and inquiries including phone calls (inbound and outbound), email, relay calls, and written correspondence
- Requires the ability to consistently apply appropriate administrative and regulatory criteria for reviewing and making decisions on all non-clinical appeals and validating the accuracy of all received information
Qualifications for contact representative
- Bilingual Spanish to English is Preferred
- Previous experience operating switchboard is preferred in order to manage the volume and call types received
- Be a self motivated team player who has the ability to make decisions
- Proficient in personal computer applications to include Word while having the ability to learn applications related to identity verification, credit worthiness, account privacy, telephone and online payments, payment verification, customer service information and service order systems
- Able to process information quickly by using several computer applications simultaneously and provide accurate information
- Intermediate level competency in Microsoft Office products, online research and customer service tools
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Contact Representative Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of contact representative. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for contact representative
- Requires effective communication abilities (written and verbal) when documenting actions and communications with Members, Providers, Medical Director and appeals leadership
- Uses a myriad of systems and tools to promptly respond to inquiries received via inbound phone lines
- Participates in new product and services implementation
- 4 to 5 years of experience in a contact center or customer service environment
- Identify training opportunities and assist with knowledge base documentation, FAQ's, reports, maintenance of online service catalog and social media engagement
- Pursue professional development in IT as it relates to your position by way of higher education, technical and communications training, and industry recognized certifications
- Provide operational support with problems which may arise in regards to the customer or the drivers work assignment
- Outbound and inbound internal/external customer contact
- Supporting KCI Field Distribution Centers with Home VAC Delivery and Pickup work order processing
- Facilitating timely return of Proof of Home Delivery/ Assignment of Benefits Paperwork (POHD)
Qualifications for contact representative
- Bilingual in Spanish and English with demonstrated written and oral communication skill in both languages
- Advanced level competency in Microsoft Office products, online research and customer service tools
- Prior experience in technical web based position
- Able to converse on a telephone for long periods of time using headsets while listening, typing and engaging customers
- Able to read or interpret information from a personal computer or personal computer software
- Acceptable credit history