Call Center Customer Service Representative Job Description

Call Center Customer Service Representative Job Description

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Call center customer service representative provides clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems.

Call Center Customer Service Representative Duties & Responsibilities

To write an effective call center customer service representative job description, begin by listing detailed duties, responsibilities and expectations. We have included call center customer service representative job description templates that you can modify and use.

Sample responsibilities for this position include:

Meet and achieve department standards for phone availability, logged in times, the quantity of calls taken, hold times, and processing annuity transfers and exchanges
Process and document all transactions in administration systems and workflow processes
May participate in special projects that help support Contract Administration, Customer Service or Agency Service units and work on special project teams that cross department lines
Maintain accountability for 100% customer satisfaction in resolving customer issues about billing, products, services
Experienced candidates can earn a salary and target bonus of ($32k + 10% short term incentive) annually
8000 Tuition assistance (day one)
50% off Employee phone program services & 35% off accessories (up to 7 lines)
401k (day one) dollar for dollar match up to 6%
Annual Profit Sharing Opportunity, up to 3%
Benefits day one (medical, dental and vision)

Call Center Customer Service Representative Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Call Center Customer Service Representative

Typically a job would require a certain level of education.

Employers hiring for the call center customer service representative job most commonly would prefer for their future employee to have a relevant degree such as High School and Associate Degree in General Education, Business, Education, Associates, Healthcare, Technology, Business/Management, Communications, Management, Computer

Skills for Call Center Customer Service Representative

Desired skills for call center customer service representative include:

Product/procedures
Switchboard and staff paging features and functions
Branch operating procedures and policies
Basic billing ledger skills
HIPPA compliance and various health insurance types
High-level computer literacy with practice management scheduling systems
Medical terminology strongly
Word and Excel
New and existing products and inventory by participating in training
Reviewing catalogs

Desired experience for call center customer service representative includes:

Full time positions only
Fitness center and on-site trainers
Cafeteria / Starbucks
7 months- 1year of customer service or related experience is strongly preferred
Military experience and skills can also bring value to this role
Maintain a positive attitude when working with frustrated customers

Call Center Customer Service Representative Examples

1

Call Center Customer Service Representative Job Description

Job Description Example
Our company is looking for a call center customer service 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 call center customer service representative
  • Adapt to changes at work (products, services, policies, etc)
  • Provide basic troubleshooting on service and equipment issues
  • Adhere to a structured schedule/shift
  • Follow dress-code expectations
  • Additional info as relevant to location
  • Experienced employees can earn a salary and target bonus of ($31.2K + 10% short term incentive)
  • Fun atmosphere (music playing, themes, contests, etc)
  • Cafeteria, Incentive Room, and Recreation area
  • Candidates can earn a salary and target bonus of ($35k + 5% short term incentive) annually
  • Answers calls and respond to emails
Qualifications for call center customer service representative
  • Handles customer inquiries both telephonically and by email
  • Manages and resolves customer complaints
  • Enters new customer information into system
  • Processes orders, forms and applications
  • Route calls to appropriate resource when necessary
  • Follows up customer calls where necessary
2

Call Center Customer Service Representative Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of call center customer service representative. 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 representative
  • Answer incoming calls from customers
  • Respond to inquiries and questions, handle complaints, troubleshoot problems and provide information
  • Route calls to the appropriate sales team or branch
  • Represents the company to customers
  • Handle a high volume of customer claims calls and verify entitlements in accordance with our guaranteed standards of service and contract coverage
  • Work with customers throughout the US in a call center environment to troubleshoot and isolate problems
  • Write and respond to customer and contracted tradesmen correspondence and interoffice communications in a professional and concise manner
  • Use good judgment and guidelines when handling difficult situations
  • Assist in retaining the customer base and contract renewals by providing exceptional customer service during every contact
  • Build excellent customer relationships during every interaction
Qualifications for call center customer service representative
  • Prior sales/negotiating skills preferred
  • Previous experience in an ACD call center environment
  • Ability to work independently in a fast changing environment
  • Data entry to include contractor invoices, general customer account information and actions taken during customer calls
  • Provide feedback to management regarding customer comments as a basis to develop ideas for improved services, processes and procedures
  • Participate in the holiday on-call rotation schedule as required
3

Call Center Customer Service Representative Job Description

Job Description Example
Our company is looking for a call center customer service 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 call center customer service representative
  • Prepares and maintains accurate and complete documentation to support accounts receivable
  • May follow-up on delinquent accounts
  • Processing complaints, customer service inquiries, inbound phone order taking, some callbacks/follow up calls
  • Take calls, and handle each request to ensure customers are satisfied on the first call, one call resolution always being the goal
  • Answer incoming phone inquiries from clients, claimants and medical providers regarding claims information
  • Transfer customer calls to appropriate staff and research billing issues
  • Demonstrate superior listening skills while exhibiting excellent customer service, patience, and empathy to promote the company reputation of integrity
  • Prevent and defuse situations through research, customer education, exploring alternative solutions and follow up to ensure a successful resolution
  • Handle customers questions and concerns in a timely and professional manner, up to and including pick-ups, billing, payments, production orders and all other aspects of the customer’s needs
  • Research customer issues and find workable solutions
Qualifications for call center customer service representative
  • Must be able to work between the hours of 6am – 12am- Monday- Sunday
  • Must be able to work 40 hours per week, including Saturdays or Sundays
  • Knowledge of home repairs processes and terminology is desired
  • Be available on an on call – 24/7 basis is a plus
  • Call Center experience in the automotive industry is highly preferred
  • Excellent systems experience
4

Call Center Customer Service Representative Job Description

Job Description Example
Our company is looking to fill the role of call center customer service 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 call center customer service representative
  • Negotiates and/or accepts payments and payment arrangements with delinquent customers that achieve mutually agreed upon terms and conditions
  • Exercises professional and ethical judgment in dealing with involved, complex or difficult customer situations during telephone transactions
  • Maintains current knowledge of Company systems, policies, procedures, reporting and other information to profile customer needs and ensure customer satisfaction
  • Promotes, informs and sells customers utility and HSP products and services offered through various marketing programs and initiatives
  • Answer inbound calls and answer customer questions
  • Follow up on customer inquiries
  • Arrange transportation for medical appointments and complete required documentation
  • Must be able to work in a fast paced environment and use multiple software applications
  • Recent customer service experience in a call center environment
  • We welcome individuals from the Hospitality, Retail and Restaurant industries to apply
Qualifications for call center customer service representative
  • Passion for high levels of customer service work
  • Desire to be a punctual team player
  • Able to work on some Saturdays
  • Perfect attendance
  • Friendly and eager learn
  • Must have 2-year experience with EDI from customers
5

Call Center Customer Service Representative Job Description

Job Description Example
Our growing company is hiring for a call center customer service 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 call center customer service representative
  • Set schedules of 24 hours per week including 1 Saturday or Sunday with potential to work overtime hours
  • Benefit package to include 401(k) plan
  • Employee Assistance Programs and Health Advocate
  • Accrue PTO vacation time on the first day
  • VPP Monthly Bonus Plan - potential to earn month on average up to an additional $150.00 per month
  • Variety of clerical duties including faxing, copying, filing
  • Be provided with 12 weeks of paid training ongoing coaching and development to ensure your success
  • Respond to phone inquiries from agents and insurers
  • Quickly and efficiently access needed information to help resolve any issues
  • Must demonstrate strong familiarity with computers and basic application familiarity
Qualifications for call center customer service representative
  • Ability to work overtime and on holidays as needed by the business, and in inclement weather conditions
  • The opportunity to work in an environment where you can see the impact of your contributions on a daily basis
  • EXCELLENT communication skills, strong verbal & written abilities
  • Computer proficient in MS Office, and other common desktop software applications, strong internet knowledge, Sales Force, and Five9 experience is a plus!
  • Great social skills to take customer orders, and resolve customer issues
  • High School Diploma or equivalent with 2+ years of HVAC or Call Center experience

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