Call Center Representative Job Description
Call center representative
provides viable options to meet customer needs, while conforming to Bank regulations and policies and following the Service Pledge.
Call Center Representative Duties & Responsibilities
To write an effective call center representative job description, begin by listing detailed duties, responsibilities and expectations. We have included call center representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Respond to customer inquiries via phone, live chat and/or email
Consult with customers to recommend and sell a variety of company products and services to meet our customer's needs
Use judgment to mitigate risk to the bank while balancing the needs of the customer
Perform problem resolution by addressing customer complaints, discrepancies, requests and inquiries offering smart solutions to meet customer needs
Submit work items to complete customer requests interacting with multiple online systems while speaking with customers
Work to meet assigned productivity targets and performance goals, including service quality, sales, operational and compliance commitments and other deadlines
Adhere to established schedule to support staffing needs based on customer demand
Report to work on time for scheduled shifts follow expected time allotment for trainings/breaks and lunches
Maintain punctuality for required sign on time (start of shift, lunches and breaks)
Receive feedback related to performance based on scoring against Quality Assurance Standards
Call Center Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Call Center Representative
List any licenses or certifications required by the position: SHRM, HIPAA, HDI, UM, SPC, CP, SPHR, PHR, CHAA, CPR
Education for Call Center Representative
Typically a job would require a certain level of education.
Employers hiring for the call center representative job most commonly would prefer for their future employee to have a relevant degree such as Associate and High School Degree in Education, Associates, Business, Technical, Medical Administration, General Education, Communication, Computer, Business/Administration, Sound
Skills for Call Center Representative
Desired skills for call center representative include:
Policies and procedures
Medical terminology
MS Office
Bank’s products and services solutions to satisfy customer needs
Bank Secrecy Act
Financial Elder Abuse
OFAC
Reg D
Reg E
Company and position
Desired experience for call center representative includes:
Participate in team meetings, regular training and ongoing feedback and coaching sessions for continuous professional growth and development
Participate in various focus groups, pilot initiatives, calling campaigns
Be the main point of contact for customer questions and inquiry
Utilize phone, live chat and email to answer questions
Strive to attain all goals and deadlines
Under direct supervision, responsible for conserving, maintaining, developing and increasing business volume through existing clients by phone
Call Center Representative Examples
1
Call Center Representative Job Description
Job Description Example
Our company is growing rapidly and is looking for a call center 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 representative
- Fielding medical questions
- Answer patient's questions regarding their medical account
- Answer incoming calls within allotted time in a professional, courteous and friendly manner
- Efficiently locate the patient’s account, confirm patient contact information and update as necessary
- Accurately enter, update and verify patient demographic information
- Schedule, reschedule, cancel and confirm appointments and follow up on “no shows” using the Practice Management system
- Document details of each patient interaction that includes reason for call, summary of call and call resolution prior to close of call
- Provide recap of call, appointment information and topics discussed to ensure patient’s questions and concerns were appropriately addressed
- Research any concerns or questions that were unanswered during the call and communicate expected timeframe for follow up call
- Follow up with patients on unanswered questions or concerns in allotted time frame to provide resolution or communicate if more time is needed
Qualifications for call center representative
- Provide first step resolution by addressing all concerns and taking ownership of call
- Use tact and diplomacy in handling difficult patients and callers
- Adhere to guidelines concerning work schedule and scheduled break periods
- Finding out why the customer is seeking to cancel their subscription
- Offering some sort of rebuttal to the customer to retain/keep the business
- Maintaining product knowledge
2
Call Center Representative Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of call center representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center representative
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, actions taken
- Demonstrate professionalism and patience in troubleshooting with technical issues non-technical
- Respond to incoming calls efficiently and effectively while addressing patient’s needs and concerns
- Refer callers to outside providers for services
- Provide negative test results to patients
- Screen patients’ financial status and determine fee information
- Answer questions related to healthcare services
- Schedule appointments both over the phone and by using our online scheduling system
- Respond to electronic patient contact communications
- Respond to customer inquiries by telephone
Qualifications for call center representative
- Proficient in Microsoft Office Suite ( Word, Outlook )
- Respond to customer requests regarding Schnitzer Yard information such as hours, days of operation, sales
- The ability to stand, walk and sit up to 90% of the time
- Ability to work flexible shift
- Prior Call Center phone experience a plus
- Dispatching technicians to scheduled appointments
3
Call Center Representative Job Description
Job Description Example
Our growing company is looking for a call center 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 representative
- Set up, maintain, and organize department's central files, information, filing, and messages
- Prepare and maintain contract documents
- Assist the Facilities staff, as needed
- Working with confidential and sensitive information, document review, onboarding new payroll customers, processing routine payroll transactions or new business setup, researching and resolving routine to problems and inquiries and referring difficult problems to senior specialists
- May also perform payroll account maintenance, tracking statistical data, report generation, project work, cross-sell or referring products
- Processes and documents transactional work and educates payroll customers and sales reps on payroll products, policies, practices and requirements
- Produces vehicle valuations requested by customers
- Update and adjust vehicle valuations based upon customer input received
- Answers technical questions on vehicle valuations developed by company
- Provides assistance and coaching to customers' requirements
Qualifications for call center representative
- This is a great opportunity for a self-motivated candidate
- Product knowledge in Powersports, RV's and/or Marine industry is Required
- MUST be Bilingual in either Spanish, Vietnamese, Mandarin, or Tagalog
- 1-2+ years of experience in a customer service/call center environment preferred
- Experience working with a healthcare provider or medical/doctor's office preferred
- May make changes to primary care physician Performs established performance metrics, such as quality, production
4
Call Center Representative Job Description
Job Description Example
Our company is looking to fill the role of call center 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 representative
- Working with the facility case manager to resolve patient issues concerning schedule changes, routing suggestions, provider changes
- Maintains department productivity levels for customer satisfaction
- Performs other duties as assigned or required by manager
- Answering a high volume of calls in out Call Center
- Coordinate with customers to resolve any billing inquiries
- Act as the first point of contact for customers seeking help with products or technical issues
- Take inbound calls in a fast paced environment
- Answer emails with customer inquiries
- Effectively communicate solutions
- Provide technical, procedural, and operational guidance on client service issues deliver personalized service and respond to questions about products
Qualifications for call center representative
- Must have at least 0 - 6 months of data entry, in-bound, out-bound or other related call center, telemarketing or related experience
- Must have excellent interpersonal, organizational and telephone etiquette skills
- Must have strong workflow and communication skills (both written and oral)
- Must be able to operate a computer and basic office equipment
- Must be able to type 40 wpm accurately and operate a 10-key calculator by touch
- Must be able to sit for long periods of time analyzing, updating, and validating workload data using personal computer applications
5
Call Center Representative Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of call center 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 representative
- Provides input to credit analysts in the second review process
- Train and educate agents and staff on consumer loan program
- Receive inbound calls from potential customers seeking services
- Gather information from potential customers and help resolve any concerns
- Follow up with potential customers both through phone and email to gather additional qualifying data
- Enter data into contact database software or excel spreadsheet
- Dispatch lead to appropriate local service provider
- Follow up with customer and/or franchise owner to finalize the deal
- Reconcile inbound call with contact database software to provide key metrics
- Take incoming calls from providers (customers) needing interpreters for appointments
Qualifications for call center representative
- Type 40 words per minute with 95% accuracy
- Accurately complete tasks and projects, within allowable time frames
- Perform special assignments as requested by the management team
- Multitask and switch between tasks seamlessly within a fast paced environment
- Experience and high interest in Automotive, power sports or commercial vehicles or recreational vehicles is preferred
- 3-5 years in a customer service profession