Call Center Representative I

POSITION PURPOSE

Responsible for handling a variety of customer service calls in a prompt and courteous manner.  Resolves customer questions and problems regarding accounts, orders, payments, products, and services.  Completes and maintains related reports, records, and files. Handles, incoming messages through Digital channels. Supports the Operations Team when needed.   Cross-sells products and services and supports all functions within the Call Center.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1.         Assumes responsibility for the effective and professional completion of Call Center Representative functions.

            a.         Receives customer telephone questions and complaints in a professional manner.             

            b.         Completes research and resolves documentation errors or discrepancies.  Forwards more complex problems                           to Call Center Lead or Supervisor.

            c.         Provides general information to customers on Company policies, procedures, and programs.

            d.         Provides basic information to customers on accounts, orders, payments, products, and services.

            e.         Performs basic maintenance functions on accounts.

            f.          Handle customer messages on web and chat as needed.

            g.         Maintain a good knowledge of products and services and cross sells products.

            h.         Maintains and projects the Company's professional reputation.

2.         Assumes responsibility for establishing and maintaining effective coordination and working relationships with area                    personnel and with management.

            a.         Keeps supervisor informed of area activities and significant problems.

            b.         Completes required reports and records accurately and promptly.

            c.         Attends and participates in meetings as required.

3.         Assumes responsibility for related duties as required or assigned.    

            a.         Assists other departments as necessary.

            b.         Performs related clerical duties as needed. 

            c.         Keeps work area clean, secure, and well maintained.

            d.         Actively and professionally cross-sells products and services.

QUALIFICATIONS

 

Education:                     High School graduate or equivalent

 

Required Knowledge:     General knowledge of company policies and procedures

                                        Basic understanding of company products and services

                                         

Experience Required:      At least 1 year of customer service in a call center environment

 

Skills & Abilities:               Excellent communication and public relations skills

                                         Ability to work well under pressure

                                         Ability to use basic computer and related software applications including Microsoft Word and Excel

                                         Solid math skills and bookkeeping abilities