Phone Representative Job Description

Phone Representative Job Description

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Phone representative provides technical support for Microsoft Windows, Microsoft Office and custom applications.

Phone Representative Duties & Responsibilities

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

Sample responsibilities for this position include:

Maintains strong knowledge of assigned products/markets and the applicable State and Federal regulations
Provides information to callers about various features of specific products / policies
Addresses customers- needs and recommends additional or supplemental services as appropriate
Provides superior customer service while handling inbound calls for order placement and product inquiry
Documents details of customer interaction into system while on the phone
Drives repeat business by providing, excellent service, accurate and thorough product and service knowledge to customers and through relationship building with customers
Meets or exceeds scorecard requirements for productivity, schedule adherence, quality and attendance
Enriching the lives of Client's customers by providing unparalleled customer service
Providing prompt, reliable and accurate information to customers
Ensuring first call resolution in a timely manner, while maintaining the highest level of quality support

Phone Representative Qualifications

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

Licensing or Certifications for Phone Representative

List any licenses or certifications required by the position: LPN

Education for Phone Representative

Typically a job would require a certain level of education.

Employers hiring for the phone representative job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in General Education, Business, Education, Associates, Journalism, English, Communications, Financial Services, Spectrum, Finance

Skills for Phone Representative

Desired skills for phone representative include:

Microsoft Office products and internet
Microsoft Office Applications
Volkswagen contracts and general financial services products specific VCI products and services
Products
Services
Microsoft Office products
Problem resolution practices and
MS office products
Company’s products
Investments operations' functions

Desired experience for phone representative includes:

Understand and be able to assist customers with basic math relating to calculating percentages and ranges
Empathize and be friendly with people you’ve never met
Able to work 2nd shift or overnight with at least one weekend day required
Ability to multi-task (responding to multiple chats and/or using multiple resources simultaneously)
Typing experience – minimum 40 WPM
1 -2 years minimum experience in a Customer Service role required

Phone Representative Examples

1

Phone Representative Job Description

Job Description Example
Our company is searching for experienced candidates for the position of phone representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for phone representative
  • Accurately logging all interactions via Client's CRM Systems
  • Achieving call center metrics including average handle time and customer availability schedule adherence and conformance
  • Recognizing and adjusting your approach to all levels of customer's experience
  • Educate customers on support options, and the steps being taken to resolve their issue
  • Refers customers to other units, as needed
  • Enters data into the driver record database
  • Initiates paperwork to void Proof of Insurance Unit (PRU) segments and make corrections to driving record entries
  • Evaluates unusual situations on a case-by-case basis
  • Interprets laws, administrative rules and division policies regarding driver suspensions/revocations
  • Assist in issuance verification, corrections and corrections verification, address changes, fax logging and pending accident reviews as needed
Qualifications for phone representative
  • Call Center Experience, highly preferred
  • You should be internet savvy, have good communication skills and excellent organizational skills to help track all sales leads and to keep CRM data up to date
  • Customer focused with the ability to remain calm under pressure and within a continually changing environment
  • Previous experience in sales or customer service will be a benefit
  • Industry related experience would be considered an asset
  • Have passion for technology, and customer service
2

Phone Representative Job Description

Job Description Example
Our company is looking for a phone 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 phone representative
  • Resolve provider issues via one call resolution guidelines and/or escalated process
  • Meet or exceed company and client performance metrics
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact members
  • Assist Network / Provider Operations in special projects, as assigned
  • Guides customers through their online shopping experience via phone or chat sessions
  • Promptly assesses customer needs and proactively provides solutions
  • Effectively & routinely balances multiple customers
  • Perform various administrative and basic accounting functions such as maintaining and reconciling branch cash drawers and deposits
  • Assist customers with lost and found items
  • Perform miscellaneous and backup duties as assigned
Qualifications for phone representative
  • Continuous and versatile learner
  • Has a personal computer and other devices, such as an iPod, smart cell phone, PDA's
  • Has experience trouble shooting technical problems
  • Comfortable navigating software applications
  • Experience with OS X and/or Microsoft Windows
  • Experience with Microsoft applications such as Office or Outlook
3

Phone Representative Job Description

Job Description Example
Our company is growing rapidly and is hiring for a phone 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 phone representative
  • Reading scripts verbatim
  • Accurately coding responses
  • Entering rating verbatim comments by typing into a computer
  • Rating verbatim comments in the system.​
  • Answers inbound phone calls in a timely manner and speaks in a professional and friendly tone
  • Utilizes prescribed greetings and handles phone calls as trained
  • Utilizes computer software, such as interactive queues, in order to properly route and log calls
  • Accepts credit card payments as trained and ensures security of callers- personal information
  • Accurately records caller information and ensures that all necessary information is collected
  • Willingly works with coaches, trainers, and supervisors on a regular basis and accepts constructive feedback in a professional manner
Qualifications for phone representative
  • Versatile in role and functions
  • Ability to navigate in the Windows environment - such as getting basic system information, explorer navigation
  • Basic understanding of hardware configurations
  • Knowledge of Device manager
  • Experience with troubleshooting external devices in Windows
  • Basic installation and removal of application in Windows
4

Phone Representative Job Description

Job Description Example
Our company is hiring for a phone representative. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for phone representative
  • Respond to a high volume of calls in a manner which meets high quality and productivity
  • Document, escalate and resolve issues as quickly and efficiently as possible through working with other departments, ISPs or business partners
  • Other miscellaneous job-related duties as assigned
  • Be required to take a minimum of 50 calls per day
  • Enter and audit data in software systems such as Peoplesoft, Taleo, Peregrine
  • File a variety of documents based on appropriate identifiers
  • Develop and update process documentation to be in compliance with requirements
  • Ensure Provider Satisfaction while maintaining Quality, UES, AHT and Issue Resolution
  • Providing assistance to Providers as required
  • Responsible for coordinating metric data and reporting out to Senior leadership
Qualifications for phone representative
  • Explain motor vehicle laws
  • Explain policies and procedures
  • Assist customers in the reinstatement of driving privileges
  • Knowledge of diabetic conditions
  • Customer Service/Support Environment
  • Information Technology/Help Desk
5

Phone Representative Job Description

Job Description Example
Our growing company is looking for a phone representative. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for phone representative
  • Participate in training, where you'll learn all about the Safelite culture, the HCM system, our performance management and compensation planning processes and the tools you'll use to support our associates during this time
  • Provide empathetic and professional phone and email support to managers and associates, primarily with general navigation of the HCM, including (but not limited) to the areas of performance management and compensation planning
  • Use established procedures and support paths to efficiently resolve issues when possible
  • Efficiently identify and summarize customer issues and ensure timely resolution and follow up
  • Provide administrative and clerical support as needed
  • Be responsible for researching and resolving pension and system issues by understanding which department within the company needs to be communicated with to resolve any issue
  • Interact with various levels of management within the organization for escalated or key account issues
  • Provide day to day exceptional customer service with prompt and professional responses to client and internal inquiries via phone and email
  • Manage client relationships by communicating expectations, procedures and timing standards
  • Understand and convey the general functions and procedures of all departments within the company including Loan and Distributions, Conversions, Trust, Finance, and sales to clients
Qualifications for phone representative
  • Makes discretionary decisions in granting extensions and deferrals
  • If you are not familiar with the Series 7 and 63 it is recommended that you visit www.FINRA.org where you can search for information on the registrations the exams associated with this role
  • Wireless voice/data technical support
  • Must be able to read, speak and write Spanish and English fluently
  • Must pass the pre-employment Drug Test
  • Demonstrated ability to complete projects and assignments accurately, despite a large workload, competing demands and a fast paced environment

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