Position Summary
This position is responsible for answering routine telephone inquiries in a customer-oriented Call Center operations environment by following standard scripts and procedures.
Must have an ongoing knowledge of company policies/guidelines as directed by management; and must be flexible and willing to adjust to other duties of the CSC based on business needs.
Essential Duties and Responsibilities
Answers incoming calls and communicate with clients with respect, courtesy, empathetic, tactful, and professionalism.
Preforms notice quality review activities when assigned.
Researches and resolves customer issues.
Performs data entry in the Customer Relationship Management System (CRM).
Documents phone calls, emails, chats, and actions taken in the CRM
Records individual completed daily work statistics.
Troubleshoots situations accurately, quickly, and efficiently for customers on the phone.
Maintains an above average attendance record.
Follows established standard operating procedures
Performs other tasks as assigned.
Qualifications/Requirements
High school diploma or GED Certificate is required.
Prior customer service or call center experience preferred.
Outstanding verbal communication skills (phone etiquette).
Detail oriented, ability to multi-task, and highly organized.
Strong data entry and computer skills.
Proficient in typing, writing skills, grammar, and spelling
Hours: Sunday 7:00 am - 3:00 pm, Monday - Thursday 8:00 am - 4:30 pm
Performance Indicators
The agent must maintain an average month Call Monitoring of at least 95 points.
The agent must show a pattern of world class customer service as shown by positive feedback, supervisory observation or other documented evidence, with no instances of discourteous or unprofessional manner during the performance appraisal period.
The agent will be present, logged into the telephony phone system and ready to receive calls when schedule to be at work.
Established exceptions to being ready to work are established in the workforce management (WFM) tool.
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