Contact Center Representative Job Description

Contact Center Representative Job Description

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Contact center representative provides and train staff to understand and adhere to the customer service initiatives and ensure the accuracy of information supplied to our customers.

Contact Center Representative Duties & Responsibilities

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

Sample responsibilities for this position include:

Answer general questions and redirects misplaced calls
Collect and validates complete data required to process manual employee personal and organizational transactions and escalates the completed data to the Transaction Center for processing
Provide support and coaching to peers
Participate in continuous improvement workshops and project
Complete necessary research to advance inquiries that are complex or have individual focus to next level of HR or identified SME
Manage all supported channels (phone, email, employee self-service portal, postal mail, fax)
Support maintenance of HR information on intranet and drive employee usage of self service solutions and intranet as a key resource
Generate reports and communications to HR and other personnel as needed
Identify and support enhancements of processes to improve effectiveness and efficiency
Researches and analyzes each situation thoroughly to ensure information to the customer is accurate, complete and timely

Contact Center Representative Qualifications

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

Licensing or Certifications for Contact Center Representative

List any licenses or certifications required by the position: ITIL, DDA

Education for Contact Center Representative

Typically a job would require a certain level of education.

Employers hiring for the contact center representative job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Associates, Education, Management, Administration, Business Studies, Human Resource Management, Psychology, General Education, Business, Business/Administration

Skills for Contact Center Representative

Desired skills for contact center representative include:

Accurate solutions to customers
Flagstar procedures
To identify and communicate appropriate
Adhere to Flagstar's internal compliance policies and procedures
Our business and understand the functions of our various business areas
Customer information systems
Database software
Microsoft Word and Excel
Internet functionality
Comply with Bank Code of Conduct

Desired experience for contact center representative includes:

Provides an additional level of leadership in call center
Assist customers with issues related to software via telephone interaction, email and web
Research questions using various manuals and resources, ensuring customer satisfaction
Use of the Customer Support Customer Relationship Management (CRM) to aid in troubleshooting
Access software updates, knowledge base and Frequently Asked Questions to aid in problem resolution
Prioritize issues and direct escalated matters to appropriate staff

Contact Center Representative Examples

1

Contact Center Representative Job Description

Job Description Example
Our innovative and growing company is looking for a contact 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 contact center representative
  • Route calls to appropriate clinics, answering services, and/or others as appropriate
  • Technical Master Data – Reviews and completes data completion reports and items assigned
  • The above is representative of the level and kind of duties and responsibilities which are assigned to this position
  • Providing superior level service to all members
  • Identifying member needs and educate them on products or services that meet those needs
  • Research and resolve member service issues
  • Preparing and processing financial transactions and correspondence
  • Learn all duties of the department in order to assist other team members
  • Complete new hire required soft skills and additional call type training classes
  • Diagnostic capture
Qualifications for contact center representative
  • Responsible for the efficient handling of low complexity physical damage losses
  • Verify coverage, proper assignment of estimate channel, rental, and prompt payment of various physical damage and CAT claims
  • Complete checklist to verify a total loss vehicle and prompt referral to Advanced Claims Service Team (Total Loss)
  • Training and Experience – Grade level varies based on training and experience
  • Accuracy - Requires attention to detail when entering information on the PC
  • Contacts - Has almost continual contact with customers and other company personnel in giving and receiving information, explaining company services, attempting to resolve customer complaints
2

Contact Center Representative Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of contact center representative. 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 contact center representative
  • May seek guidance or transfer more complex and/or confidential inquiries/requests to the Contact Center Manager or other COEs within HR
  • Assure information is complete, accurate, and approved
  • Perform intake, sorting, tracking, and distribution for documents that arrive at the contact center for processing and other duties as assigned
  • May assist with basic transactions as assigned according to proper procedure, policy, and direction
  • Comply with sthe UW Medicine risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents as described in the related policies
  • Promptly answers all inbound and internal calls in professional manner
  • Prepare and communicate shift turn-over documentation
  • Answering incoming customer inquiries, principally where password reset administration appears necessary
  • Candidates may be required to work from a local alternate location in the event of an operational need
  • Primary resource for email operational performance measurement
Qualifications for contact center representative
  • Demonstrated product sales/referral success
  • Unquestionable integrity and demonstrated ability to maintain confidentiality in handling sensitive and private information in all aspects of the job, and specifically regarding customers and employees
  • Computer proficiency, keyboard and/or web navigation skills
  • Good problem solving, analytical and data entry skills
  • Ability to work with minimal supervision & handle a dynamic environment
  • One year experience with PCs with a strong computer, technical aptitude
3

Contact Center Representative Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of contact center representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for contact center representative
  • Work with Email Operations Representatives to ensure effective workflow distribution
  • Identify and report out trends in a highly dynamic environment
  • Proactively assess client service needs, resolving inquiries, providing account information and performing a variety of transactions on the client’s behalf
  • Utilize system software to respond to online messages, emails and chat to resolve client service issues
  • Facilitates and assists with special projects
  • Gathers information for accurate documentation of calls and enters into proper database
  • Coordinates incoming referrals to ensure all referrals are entered into the referral module in the Epic System including prior authorization numbers when needed
  • Coordinates referral management with clinic staff and providers to ensure optimal access to specialty care
  • Coordinates with Financial Service Counselors to ensure applications for coverage are initiated prior to appointment
  • Completes and enters the Medicare as Secondary Payer online form accurately for all Medicare accounts, and initiates the Advanced Beneficiary Notice as appropriate
Qualifications for contact center representative
  • KANA administration product knowledge
  • Two years of customer service experience preferably in a sales environment
  • 1-2 years in an analyst or operations role
  • Strong analytics skills are essential
  • Previous experience with email administration management
  • 2 years of customer service experience (including heavy contact with the public) required
4

Contact Center Representative Job Description

Job Description Example
Our innovative and growing company is looking for a contact 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 contact center representative
  • Identifies, researches, and resolves customer questions and inquiries regarding the customer portal
  • Meet or exceed Customer Contact Center performance standards and metrics with a focus on quality, accuracy and timeliness
  • Basic Order Management
  • Assist in the training of new merchants into system
  • Identify and address customer inquiries regarding accounts using listening, critical thinking and probing skills for one call resolution
  • Provide resolution to merchant issues or complaints, and escalate to management or appropriate team concerned for cases requiring further investigation
  • Appropriately utilize internal system and resources to accurately and effectively serve customers, and interpret merchant data
  • Demonstrate knowledge of Products, Services, Account Research, Point of Sale Operations/Technical and Account Maintenance
  • Educate merchants on policies, procedures, and products
  • Accurately document customer conversations in appropriate systems
Qualifications for contact center representative
  • Engaging team environment where everyone is committed to providing exceptional customer service to our agents and policy holders
  • Take ownership of call/email received or made to Medicare, Medicaid, and Commercial members and bring their issue or question to a complete resolution
  • Resolve questions and issues by researching documentation, system information or gaining knowledge from other employees, management or departments
  • Ensure every call is documented accurately and correctly
  • Ensure 100% compliance with all components of the client’s Quality program
  • Respond to member correspondence/email completely and accurately
5

Contact Center Representative Job Description

Job Description Example
Our growing company is looking for a contact 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 contact center representative
  • Achieve performance standards set by the department
  • May be tapped to provide operational support to other units as required by the business
  • Consistently maintain professional telephone etiquette
  • Successfully complete additional skills training as required/requested
  • Serve as a direct point of contact for individuals registering for federal assistance and seeking relief program referrals through multimodality applications, phone, live chat, email, and social media
  • Conduct an interview and/or inquiry with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals
  • Enter information into an online system, while following instructions and conducting a scripted interview
  • Provide phone number and agency referrals as necessary for applicable secondary support organizations and other assistance
  • Complete all data entry while the individual seeking assistance or information is actively communicating
  • Determines which lending products benefit the customers and completes the application
Qualifications for contact center representative
  • Must be computer literate and able to multi-task
  • Typing a minimum of 35/wpm required
  • Attendance is key to a successful contact center, so being able to meet the requirement is critical
  • Must be able to perform and adhere to contact center policies
  • Ability to work afternoons, evenings as late as 10 pm, & Saturdays
  • Onlinejobs@bryantstratton.edu

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