Call Center Rep Job Description

Call Center Rep Job Description

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Call center rep provides guidance and direction to call center personnel to ensure call metrics and standards are met or exceeded, according to operational policies and procedures.

Call Center Rep Duties & Responsibilities

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

Sample responsibilities for this position include:

Provide referral services for the system health services and activities
Provide Physician answering services after hours for designated clinics and departments
Provide On Call services for other departments
Assist in coordination of any unusual events, and off hours assistance for the Nursing Coordinator and Security with triaging calls, calling departments or services as needed
Service customers’ needs and inquiries
Achieve individual sales, referral and service quality goals team sales
Answering incoming telephone inquiries in a prompt manner and will be transferring calls to outside offices and staff members
Processing telephone transfer requests, check orders, stop payments, and also check card orders/reorders
Provide customer service on ACH and ATM inquiries and disputes along with online banking inquiries and resets
Providing statement printout and check copy requests

Call Center Rep Qualifications

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

Licensing or Certifications for Call Center Rep

List any licenses or certifications required by the position: FDCPA, HUD, CPR, GOLD, GED, UM

Education for Call Center Rep

Typically a job would require a certain level of education.

Employers hiring for the call center rep job most commonly would prefer for their future employee to have a relevant degree such as Associate and High School Degree in Education, Associates, General Education, Healthcare, Business, Performance, Computer, Communication, Medical, Health

Skills for Call Center Rep

Desired skills for call center rep include:

Relevant and changing Clients guidance
Services
Policies
Banks products
Customer service principles and practices
University policies and procedures
Call Center and telephony technology
Facility locations and facility personnel
Front Office duties and responsibilities
Insurance FSC’s and verifying eligibility

Desired experience for call center rep includes:

Communicate proper protocols for all modalities
Follow established scheduling procedures
Previous multiple telephone line system exposure
High degree of attention to detail excellent organizational skill(s) to perform in a fast-paced environment
Knowledge of the various operating systems available and compatible with Online Banking
Knowledge of Mobile/Tablet devices and associated Operating Systems

Call Center Rep Examples

1

Call Center Rep Job Description

Job Description Example
Our company is looking to fill the role of call center 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 rep
  • Basic knowledge of bank products to include deposit products such as checking, savings, money market, CD's, on-line banking, VISA check cards, and lending products
  • Serve as a care coordinator in the Frankel Cardiovascular Call Center and Clinic (FCVC) New Patient Access center with dedicated support to our cardiac and/or vascular surgery programs
  • Provide notifications and activation of many emergency systems and protocols including Code Blues, trauma, internal/external disaster and critical alarm monitoring
  • Act as an interim Command Center in emergency situations, ensuring communications flow until formal center established by Administration
  • Function as the Information Center, seven days per week, 24 hours per day
  • Provide assistance to consumers seeking health care coverage including providing information on financial assistance programs and public health care programs (Medicaid, FHP, and CHIP)
  • Process applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, and interpreting of determinations
  • Process enrollments into QHPs, plan changes, and dis enrollments
  • Assist Brokers and Navigators with inquiries and eligibility and enrollment issues as appropriate
  • Transfer/referrals of calls to appropriate entities including in-person assisters, LDSS staff, issuers, other consumer support resources, and SHOP Service Center specialists
Qualifications for call center rep
  • Obtain and record updated demographic information at time of scheduling
  • Must be excellent Verbal or Written communication (English to Spanish)
  • Must have Administrative Skills
  • Must have a least one year of Customer Service
  • Must have good analytical ability
  • Intermediate - Advance Level) in Microsoft Word, Excel and Outlook
2

Call Center Rep Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of call center 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 rep
  • Perform co-browse interactions with consumers seeking assistance with the application process via the HBE Portal
  • Conducts clinical screening process
  • Communicate effectively with the call center Lead regarding access issues, scheduling problems, or patient satisfaction issues
  • Acts as primary liaison with callers
  • Provides customer support by phone, email or instant message to business customers
  • May provide guidance and/or mentoring to less experienced associates
  • Transfer Agency Division – They have over 100 clients and they act as the call center for those clients
  • They will be cross trained on up to 7 different clients to support at any given time
  • Resolve customer service inquiries with on-call resolution or one-call follow-up
  • Work with multiple systems and applications, and analyze and resolve a variety of complex technical issues, while navigating in a technical environment
Qualifications for call center rep
  • Spanish speaking is a bonus
  • Associate’s degree in business, health administration or related field
  • Must have solid employment history, no job hoppers!
  • High School Diploma or GED required, Associate degree or BS/BA desired
  • Consistently type with accuracy 40-45 WPM
  • Excellent customer service skills and interpersonal and communication skills
3

Call Center Rep Job Description

Job Description Example
Our company is looking for a call center 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 rep
  • Proficient in the operation and use of IOS, Smartphone, Tablet, PC or Mac technology
  • Maintain open communication with supervisor through sharing and accepting suggestions and ideas
  • Basic knowledge of compliance and regulatory issues
  • Willing to be flexible to provide necessary coverage for peak periods, vacations, holidays
  • No Cold Calling - these are pre-existing customers who have a quote with COMPANY or have asked us to call them directly to receive a quote
  • Determining the status of multiple items and orders
  • Schedule field service repair calls
  • Document records of returns and schedule or product changes
  • Utilize written communication skills accurately/appropriately when composing telephone encounters in MiChart composition, grammar, spelling, punctuation, sentence structure
  • Demonstrate understanding of Urology Call Center phone statistics
Qualifications for call center rep
  • Completed Bachelor's degree highly preferred
  • Must have solid employment history
  • Feel comfortable making cold calls
  • Reports all safety violations/issues in a timely manner
  • Ensures all call center perimeter doors remain closed and are never propped open
  • Prolonged/extensive sitting
4

Call Center Rep Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of call center 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 rep
  • Responsible answering incoming calls, making outbound calls, accurate scheduling of physician appointments at all sites
  • Responsible for managing the internal referral queue, external fax server to transcribe and create referrals to Orthopaedics
  • Responds to customer inquiries and independently resolves issues
  • Image documents to the Electronic Medical Record
  • Answers incoming calls for product orders and order tracking
  • Provides product and service information, and basic trouble-shooting assistance to customers using written instructions, guidelines, and procedures
  • Completes basic data entry
  • Follows escalation guidance when necessary
  • Learns foundational knowledge of the Design Studio-s product offerings and the floral business
  • Occasionally exposed to ambient temperatures and loud noise
Qualifications for call center rep
  • Able to lift/carry supplies and equipment (up to 20 lbs.)
  • Bending, reaching, stooping, kneeling, pushing/pulling, and grasping
  • High School Diploma, GED or equivalent learning experience
  • 2 years PBX/switchboard experience
  • Proven ability to go above and beyond for the customers and being empathetic to customer needs
  • Good time management abilities, strong analytical and problem solving skills
5

Call Center Rep Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of call center rep. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center rep
  • Obtain managed care referrals and/or authorizations
  • Maintains and tabulates appointment data as needed
  • Uses the Aspect Phone System and the MiChart Cadence System to schedule visits
  • Answer telephone calls from the public and the system
  • Exercise a strong knowledge of on-line resources including but not limited to
  • Responsible for direct member follow up by conducting return calls and conducting appropriate follow through on commitments
  • May be asked to handle the more complex, sensitive or critical member/ parent inquiries while ensuring timely and accurate resolution
  • Answers inbound calls with a sense of urgency while meeting or exceeding company standards
  • Strive for first call resolution while ensuring that the inquiries have been addressed to the member/parent satisfaction
  • Follow up with members and make outbound calls when necessary to prevent additional calls and member dissatisfaction
Qualifications for call center rep
  • Excellent written, verbal, and oral communication skills interpersonal skills
  • Ability to work independently with minimal supervision and strong work ethic
  • Health care or service-related field
  • High School Required (AS or BA may be required depending on the level of customer service)
  • A minimum of 1 year of call-center experience
  • Superior telephone etiquette and Customer Service

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