Call Center Customer Service Rep Job Description

Call Center Customer Service Rep Job Description

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Call center customer service rep provides and maintain detailed and current knowledge of the company's products and services, to ensure complete Customer satisfaction.

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:

Handles inquiries on product lines
Responsible for product offerings and education of products and services, different billing options
Provides reports to management staff regarding daily activities, process improvements
Use a consultative approach to listen, assess, and resolve the retirees needs and questions with carriers, clients, and third party administrators
Effectively, and empathetically communicate over the phone
Use problem solving skills to identify root causes and issues of inquiries, and provide feedback on resolutions
Represent the company effectively, while using patience, knowledge, and kindness to deescalate concerned callers
Work as a team player in a diverse, professional call center environment
Adhere to all legal regulations
Contact Healthcare Providers to obtain any additional and/or supporting documentation to complete order

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:

Customer base and unique customer requirements to best support Dal customers
Current Bank of the West products and services
Maintaining confidentiality when handling customer requests and transactions
Effective time management skills
Good work ethic
Human relations skills to meet performance standards and positively influence the client's image
Mainframe and computer and internet applications
Product
Switchboard and staff paging features and functions
Healthcare billing

Desired experience for call center customer service rep includes:

Ability to communicate and negotiate effectively with customers
Organizational skills, which involve the ability to prioritize and manage workflow, to produce high quality work, to work independently with minimal supervision, and the ability to use good judgment
Minimum of two (2) years general office experience working with complex online systems preferred
Minimum of three (3) years prior collections experience preferred
Minimum of one (1) year experience with medical terminology and coding guidelines preferred
Seeking energetic, passionate customer service focused individuals who seek alternative solutions to challenging patient billing issues

Call Center Customer Service Rep Examples

1

Call Center Customer Service Rep Job Description

Job Description Example
Our company is looking to fill the role of call center customer service rep. 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 call center customer service rep
  • 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
Qualifications for call center customer service rep
  • 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
2

Call Center Customer Service Rep Job Description

Job Description Example
Our company is looking to fill the role of call center customer service rep. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call center customer service rep
  • 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
Qualifications for call center customer service rep
  • 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
3

Call Center Customer Service Rep Job Description

Job Description Example
Our company is hiring for a call center customer service rep. 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 customer service rep
  • 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
Qualifications for call center customer service rep
  • 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
4

Call Center Customer Service Rep Job Description

Job Description Example
Our growing company is looking to fill the role of call center customer service rep. 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 customer service rep
  • 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
Qualifications for call center customer service rep
  • 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
5

Call Center Customer Service Rep Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of call center customer service rep. 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 call center customer service rep
  • 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
Qualifications for call center customer service rep
  • 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

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