Call Center Agent Job Description
Call center agent
provides notifications and activation of many emergency systems and protocols including Code Blues, trauma, internal/external disaster and critical alarm monitoring.
Call Center Agent Duties & Responsibilities
To write an effective call center agent job description, begin by listing detailed duties, responsibilities and expectations. We have included call center agent job description templates that you can modify and use.
Sample responsibilities for this position include:
Complete shift duties, follow procedures to ensure completeion, pass to next shift as necessary
Educates customers with accurate information regarding product and service features and benefits, policies, procedures and order and item status
Query information within the company data programs to ensure the support customers need if and when they are using our products and services
Achieve insurance sales and associated queries in line with quality standards
Ensure that customers are kept fully informed of the status of open claims or queries
Provide first point of contact (by e-mail, letter, fax or telephone) for insured customers
Complete or QA Medicaid client card requests, travel reimbursements
Promote property services, facilities and outlets
Respond to guest requests promptly and courteously and resolves minor guest complaints to the satisfaction of the customer
Must be comfortable navigating/ learning multiple computer systems
Call Center Agent Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Call Center Agent
List any licenses or certifications required by the position: BDC, CDIA, II, CSAA
Education for Call Center Agent
Typically a job would require a certain level of education.
Employers hiring for the call center agent job most commonly would prefer for their future employee to have a relevant degree such as High School and Collage Degree in General Education, Education, Associates, Communication, Technical, Medical Terminology, Communications, Health Care, Healthcare, Computer
Skills for Call Center Agent
Desired skills for call center agent include:
Medical terminology
Word
Bank’s policies
Complies with banking and privacy laws and regulations
Procedures
Products and services
Email
Phone etiquette
Takes appropriate action to respond within established metrics
“code” and alarm protocols
Desired experience for call center agent includes:
Excellent training and supervisory support - to help you obtain bonus compensation and feel comfortable servicing our customers
Inbound calls only - NO outbound, cold calling!
Opportunity for advancement -- 75% of our leaders, managers, and operational personnel started their careers in this entry level position
Demonstrates outstanding communication skills
Utilizes reflective listening and empathy when communicating with customers
Successful completion of Customer Service training program
Call Center Agent Examples
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Call Center Agent Job Description
Job Description Example
Our growing company is looking to fill the role of call center agent. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center agent
- Informs clients by explaining procedures
- You will assist in special projects/other duties as necessary
- You will bring a minimum of 2 years of experience in a leadership role with demonstrated leadership abilities, preferably in the credit reporting industry
- You must have the ability to utilize computer-based analytical and information management tools to perform analysis and fulfill reporting requirements
- Skills in the areas of motivation, team building, problem-solving, analyzing data and excellent communication skills both verbal and written
- You will have strong ability to multi-task
- Assists with Kronos as a Timekeeper
- Functions as the backup to the Call Center Supervisor/Coordinator
- Assist our customers over the phone with their reservation requests, answer questions, and trouble shoot issues that arise
- Maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude in a high volume production environment
Qualifications for call center agent
- Requires sufficient knowledge to comfortably sell or promote products, and services
- Excellent verbal skills, personable over the phone, reliable and able to provide outstanding customer service
- Ability to handle a high volume of calls with varying degrees of questions or concerns
- All applicants must be at least 18 years of age
- Be comfortable navigating multiple windows and tabs on a desktop computer
- PC literate and 35 words per minute typing is essential
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Call Center Agent Job Description
Job Description Example
Our growing company is looking to fill the role of call center agent. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center agent
- Reviews product knowledge manuals and utilizes the Intranet System to keep abreast of all products and services offered by HawaiiUSA Federal Credit Union
- Utilize internal business tools and applications to effectively resolve the customer’s issues
- Perform other assigned tasks and duties to support the customer service department
- Answers telephone inquiries for the day to day building maintenance issues, following standards, dispatch appropriate personnel as required, or redirect calls as necessary
- Maintains ongoing contact with appropriate operations managers to ensure follow through on requests (work order updates, completion
- Must be able to work in a team environment, communicate with other agents, develop computer skills, and promote a positive work ethic
- Responsible for incoming calls regarding customer home warranty issues
- Soliciting, prospecting & selling residential & commercial pest control services
- Proposing the appropriate scope of service
- Scheduling appointments for service (in conjunction with the scheduler)
Qualifications for call center agent
- Twelve month Residency Requirement
- Maintain consistent work ethic without direct supervision
- Highly motivated, dependable,energetic and positive individuals
- Must be available for all shifts, holidays and weekends
- Keeps commitments and promises and acts in the best interest of the Company, Customer, and Team
- Familiarity working with Windows applications and multiple web-based applications
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Call Center Agent Job Description
Job Description Example
Our company is searching for experienced candidates for the position of call center agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center agent
- Initiating/making outbound telemarketing calls to obtain appointments for our sales team
- Closing new business sales
- Back up the Administrative Specialist for special account adjustments
- Assisting the branch offices to meet budget goals by setting appointments for all outside inspectors
- Ability to manage multiple priorities, multi-task
- Route calls as necessary
- Dispatch third party technicians for installation
- Listen and understand customer requests, questions and concerns
- Be the first line of defense for calls that come in via the website
- Updates job knowledge by studying new product descriptions
Qualifications for call center agent
- Windows (Basic)
- Internet Explorer (Basic)
- Call Center Softskills
- Computer Terminology
- Proven ability to connect with others during conversations
- Experience talking with customers, successfully solving their individual challenges
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Call Center Agent Job Description
Job Description Example
Our company is looking for a call center agent. 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 call center agent
- Requires clear and professional communication in writing, in person, and on the telephone
- Promptly completes service requests within established deadlines
- Completes assigned duties, reports, and forms by established deadlines
- Understands how telephone usage directly affects individual performance statistics
- Documents and information required to establish Deposit Accounts and related services
- Documents and information required to apply for a consumer loan product
- Completes loan related forms accurately and within established guidelines
- Able to attend after-hour team meetings as necessary
- Requires working well with all types of people
- Requires handling of multiple projects and/or tasks by assigned deadlines
Qualifications for call center agent
- Flexible work style - ability to work shifts and weekends
- Professional work attitude, ability to learn
- Experience working with charts and presentations
- Available to work weekdays, NO weekends and NO holidays!
- Strong computer navigation skills, including experience with Microsoft Windows
- Desire to engage with team members and effect change
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Call Center Agent Job Description
Job Description Example
Our growing company is hiring for a call center agent. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call center agent
- Talks to customers over the phone, email, online chat to resolve their questions or concerns
- Requires ability to comprehend, respond and carry out instructions given
- Requires keeping information confidential
- Requires compliance with established policies
- Requires frequent review of products, policies, and regulations
- Requires ability to paraphrase and summarizes (verbally and in writing) member requests
- Facilitates the telephone banking services in a call center environment
- Receives routine and general calls concerning the banks products and/or services
- Assists customers and clients with routine request regarding their account(s)
- Addresses customer inquiries regarding pending request, discrepancies, statements, check holds, overdrafts, service charges
Qualifications for call center agent
- Bi-lingual a plus, including Spanish, German, Russian, French, Portuguese, Dutch and Italian
- Call center, Retail and/or Ecommerce experience is a plus
- Technical aptitude is a plus, but not required
- Ability to handle repetitiveness of contacts from customers
- Must be willing to continue training in their skill set to maintain knowledge in the latest equipment and technologies in their assigned duties
- Have the ability and willingness to work rotational shift, if necessary, including days, evenings, and nights overtime, weekends and holidays as required