Phone Representative Job Description
Phone Representative Duties & Responsibilities
To write an effective phone representative job description, begin by listing detailed duties, responsibilities and expectations. We have included phone representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Phone Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Phone Representative
List any licenses or certifications required by the position: LPN
Education for Phone Representative
Typically a job would require a certain level of education.
Employers hiring for the phone representative job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in General Education, Business, Education, Associates, Journalism, English, Communications, Financial Services, Spectrum, Finance
Skills for Phone Representative
Desired skills for phone representative include:
Desired experience for phone representative includes:
Phone Representative Examples
Phone Representative Job Description
- Accurately logging all interactions via Client's CRM Systems
- Achieving call center metrics including average handle time and customer availability schedule adherence and conformance
- Recognizing and adjusting your approach to all levels of customer's experience
- Educate customers on support options, and the steps being taken to resolve their issue
- Refers customers to other units, as needed
- Enters data into the driver record database
- Initiates paperwork to void Proof of Insurance Unit (PRU) segments and make corrections to driving record entries
- Evaluates unusual situations on a case-by-case basis
- Interprets laws, administrative rules and division policies regarding driver suspensions/revocations
- Assist in issuance verification, corrections and corrections verification, address changes, fax logging and pending accident reviews as needed
- Call Center Experience, highly preferred
- You should be internet savvy, have good communication skills and excellent organizational skills to help track all sales leads and to keep CRM data up to date
- Customer focused with the ability to remain calm under pressure and within a continually changing environment
- Previous experience in sales or customer service will be a benefit
- Industry related experience would be considered an asset
- Have passion for technology, and customer service
Phone Representative Job Description
- Resolve provider issues via one call resolution guidelines and/or escalated process
- Meet or exceed company and client performance metrics
- Continuously evaluate and identify opportunities to drive process improvements that positively impact members
- Assist Network / Provider Operations in special projects, as assigned
- Guides customers through their online shopping experience via phone or chat sessions
- Promptly assesses customer needs and proactively provides solutions
- Effectively & routinely balances multiple customers
- Perform various administrative and basic accounting functions such as maintaining and reconciling branch cash drawers and deposits
- Assist customers with lost and found items
- Perform miscellaneous and backup duties as assigned
- Continuous and versatile learner
- Has a personal computer and other devices, such as an iPod, smart cell phone, PDA's
- Has experience trouble shooting technical problems
- Comfortable navigating software applications
- Experience with OS X and/or Microsoft Windows
- Experience with Microsoft applications such as Office or Outlook
Phone Representative Job Description
- Reading scripts verbatim
- Accurately coding responses
- Entering rating verbatim comments by typing into a computer
- Rating verbatim comments in the system.
- Answers inbound phone calls in a timely manner and speaks in a professional and friendly tone
- Utilizes prescribed greetings and handles phone calls as trained
- Utilizes computer software, such as interactive queues, in order to properly route and log calls
- Accepts credit card payments as trained and ensures security of callers- personal information
- Accurately records caller information and ensures that all necessary information is collected
- Willingly works with coaches, trainers, and supervisors on a regular basis and accepts constructive feedback in a professional manner
- Versatile in role and functions
- Ability to navigate in the Windows environment - such as getting basic system information, explorer navigation
- Basic understanding of hardware configurations
- Knowledge of Device manager
- Experience with troubleshooting external devices in Windows
- Basic installation and removal of application in Windows
Phone Representative Job Description
- Respond to a high volume of calls in a manner which meets high quality and productivity
- Document, escalate and resolve issues as quickly and efficiently as possible through working with other departments, ISPs or business partners
- Other miscellaneous job-related duties as assigned
- Be required to take a minimum of 50 calls per day
- Enter and audit data in software systems such as Peoplesoft, Taleo, Peregrine
- File a variety of documents based on appropriate identifiers
- Develop and update process documentation to be in compliance with requirements
- Ensure Provider Satisfaction while maintaining Quality, UES, AHT and Issue Resolution
- Providing assistance to Providers as required
- Responsible for coordinating metric data and reporting out to Senior leadership
- Explain motor vehicle laws
- Explain policies and procedures
- Assist customers in the reinstatement of driving privileges
- Knowledge of diabetic conditions
- Customer Service/Support Environment
- Information Technology/Help Desk
Phone Representative Job Description
- Participate in training, where you'll learn all about the Safelite culture, the HCM system, our performance management and compensation planning processes and the tools you'll use to support our associates during this time
- Provide empathetic and professional phone and email support to managers and associates, primarily with general navigation of the HCM, including (but not limited) to the areas of performance management and compensation planning
- Use established procedures and support paths to efficiently resolve issues when possible
- Efficiently identify and summarize customer issues and ensure timely resolution and follow up
- Provide administrative and clerical support as needed
- Be responsible for researching and resolving pension and system issues by understanding which department within the company needs to be communicated with to resolve any issue
- Interact with various levels of management within the organization for escalated or key account issues
- Provide day to day exceptional customer service with prompt and professional responses to client and internal inquiries via phone and email
- Manage client relationships by communicating expectations, procedures and timing standards
- Understand and convey the general functions and procedures of all departments within the company including Loan and Distributions, Conversions, Trust, Finance, and sales to clients
- Makes discretionary decisions in granting extensions and deferrals
- If you are not familiar with the Series 7 and 63 it is recommended that you visit www.FINRA.org where you can search for information on the registrations the exams associated with this role
- Wireless voice/data technical support
- Must be able to read, speak and write Spanish and English fluently
- Must pass the pre-employment Drug Test
- Demonstrated ability to complete projects and assignments accurately, despite a large workload, competing demands and a fast paced environment