Customer Service Center Job Description

Customer Service Center Job Description

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Customer service center provides leadership, coaching and counseling for all associates in sales concepts, principles and practices.

Customer Service Center Duties & Responsibilities

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

Sample responsibilities for this position include:

Responsible for competently responding to incoming, outgoing phone calls, pre and post delivery calls and email
Business Analyst (IT)
Senior Web Designer (IT)
Instructional Designer (Training)
Supervision Principal (Financial Planning)
Financial Planning Consultant (Financial Planning)
Brokerage Operations Associate & Specialist (Transfer Agency)
Customer Service Center Generalist and Tier II Representative (Call Center)
Research, resolve and respond to advanced advisor/client inquiries
Troubleshoots requests and answers general questions regarding Internet access

Customer Service Center Qualifications

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

Licensing or Certifications for Customer Service Center

List any licenses or certifications required by the position: ITIL, CEBS, HDI, ITSM, GED, UM, NMLS

Education for Customer Service Center

Typically a job would require a certain level of education.

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

Skills for Customer Service Center

Desired skills for customer service center include:

Email
Google platform
Internet browsers
Excel
DMV office operations and procedures
Experience with customer service environments
Management principles and practices and of training and education principles and practices
Of computer concepts and basic accounting practices and mathematical concepts
Transactions and quality control
Practices and hardware

Desired experience for customer service center includes:

Assist customers who are responding to store event invitations and other marketing-related activities
Must be able to obtain and maintain government security clearance
The ability to speak Spanish language English is desireable
Able to use active listening skills to better understand the client’s needs and motivations
Prioritizes and handles all 2nd level escalations in a timely manner to resolve Internet boarding/access issues
Keeps up-to-date on product knowledge

Customer Service Center Examples

1

Customer Service Center Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of customer service center. 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 customer service center
  • Manages all CAST related documentation, including client agreements, process mapping documentation, including updates/distribution/archiving
  • Handles special projects as assigned and coordinates internet activation
  • Supervises licensed Customer Service Representatives to ensure exceptional customer service skills and techniques are being used to service policyholders and to generate policy endorsements and sales leads
  • Responsible for the recruiting and hiring of Customer Service Representatives and monitors licensing and continuing education requirements to ensure timely fulfillment
  • Evaluates staff performance by conducting side-by-side and remote observations, regular follow-up meetings with employees, and by providing on-going performance feedback
  • Presents group and individual coaching sessions for staff and co-workers based on identified present and future needs
  • Resolves complex policyholder concerns through appropriate levels within the call center
  • Manages 13-17 individuals
  • Responsible for using Haverty's My Service Center to create, maintain and resolve Customer Service issues
  • Responsible for maintaining an action driven To Do list and
Qualifications for customer service center
  • A Bachelor's degree in a business related field or equivalent experience is required, plus a minimum of 2-3 years of directly related insurance work experience preferred
  • Must have strong knowledge of a variety of Personal Lines insurance products, plans, and programs, including heavy customer contact
  • Ability to listen and interpret customer communication to identify needs
  • Ability to present information and solutions in clear concise terms
  • Demonstrates high level of professionalism
  • Encourages and empowers others to achieve
2

Customer Service Center Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer service center. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service center
  • Meet personal/team quality goals
  • Provide customer service related to client programs to pharmacists, physicians, consumers, and sales representatives
  • Understand and use basic phone etiquette
  • Accurately report adverse events, including adhering to Client specifications and filing reports within required
  • Demonstrate dependability and reliability in regards to reporting to work, on time, for scheduled shifts
  • Meaningful and successful interactions with clients to ensure successful completion of transactions
  • Ensure contractual obligations are met for each client, while maintaining a high level of customer service
  • Pays close attention to detail and possess good organizational skills
  • Respond to customer inquiries regarding bank products and services, transaction requests and account maintenance related to their account
  • Utilize active listening, express willingness to help, identify customer needs and deliver courteous, professional service in a manner reflecting positively on East West Bank
Qualifications for customer service center
  • Must have prior call center experience
  • Must be able to professionally interact with customers other team members
  • Must be able to multi-task within a fast paced environment
  • Must work positively in a team environment
  • Must have basic computer skills, including experience with an automated system
  • Minimum one year of applicable experience specifically in a call center environment with heavy call volume
3

Customer Service Center Job Description

Job Description Example
Our company is looking to fill the role of customer service center. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service center
  • Obtain a comprehensive knowledge of all East West Bank products and services applicable to target customer segments general information required to answer customer questions, support costumer inquiries about our online banking
  • Troubleshoot various problems
  • Complete banking transactions and cross-sell bank products, services and any special promotions or campaigns
  • Inbound calls to customers
  • Data entry into custom software programs
  • Assisting customers with upselling of company items
  • Provide customer service to sales representative and facilities
  • Verify package profile and create work order
  • Obtain purchase order if not already assigned
  • Prepare packaging slip
Qualifications for customer service center
  • Experience in an environment where confidentiality of information is required
  • Ability to work in a busy environment handling calls that are important and can include challenging medical issues
  • Bilingual agents must be able to handle all aspects of calls in both English and Spanish (must be able to read, speak, and listen in both English and Spanish)
  • High School Diploma or proof of completion of a GED program
  • Call center or front desk experience required 6+ months
  • Good attention to detail is also important
4

Customer Service Center Job Description

Job Description Example
Our company is growing rapidly and is hiring for a customer service center. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service center
  • Consistently reports to work on time
  • Responsible for staff development (hiring, training, coaching, mentoring, counseling)
  • Manage the Customer Service Center standards by analyzing metrics
  • Handle 75-100 inbound calls a day
  • Provide the ideal customer experience on every call
  • Adhere to quality assurance, time of call, and other call center metrics
  • Work through multiple systems working on dual screens
  • Work with managers with coaching and accepting feedback
  • Researching and resolving routine to moderate problems
  • Leads communication processes between CSC, HO leadership, field leadership, and business partners
Qualifications for customer service center
  • Conduct insurance verification to confirm patient benefits, facilitate the prior authorization process on behalf of customers, assist with problem claims, and perform case management to identify insurance and alternative funding sources per program specifications
  • Age 18+ and high school diploma or GED
  • Ability to work Saturday when needed
  • Equipment identification for MIS instruments
  • Basic knowledge of repairs
  • Professional demeanor and positive
5

Customer Service Center Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer service center. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service center
  • Document and attempt resolution of all patient inquiries, complaints, and grievances in appropriate system(s) and either handle, redirect or defer to appropriate department according to hospital procedures
  • Analyze billing problems to determine course of action to reach resolution
  • Proactively conduct follow-up activities to guarantee maximum cash flow and reimbursement for the hospital
  • Review, decipher and respond to correspondence from patients, or their legal representatives, and other appropriate parties
  • Participate as team player by demonstrating support to peers, management, and the department's goals
  • Performs entry-level support for the customer service function
  • Handles and resolves routine inquiries and problems for internal and/or external customers regarding photography, production, and services
  • Uses computerized system for tracking and gathering information and/or troubleshooting
  • May include minimal promotion and/or selling of photography and services
  • 1-3 years call center experience w/ retirement benefits or pension plans
Qualifications for customer service center
  • Prior experience in medical billing and call center experience is a plus
  • Routinely process correspondence received from patients who are inquiring or have questions about their laboratory services
  • Previous recent call center experience doing customer service preferred or heavy over the phone
  • Must be able to work in a fast-paced call center environment
  • Spanish or Portuguese Bilingual a plus but not required
  • Ability to type 40 WPM - typing test score required

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