Job Description
Call Center Representative - Agent
Reports To: Operations Supervisor
Department: Operations
FLSA Status: Non-exempt
Summary:
Customer Service Representatives use their excellent communication and interpersonal skills with customers. In this role you will receive inbound calls from consumers for assistance with billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing. Customer Service Representatives are problem solvers with good negotiation skills who are self-driven and motivated to meet individual service and sales goals.
Essential Duties and Responsibilities:
• Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.
• Maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds quickly and effectively to customer questions.
• Multi tasks to document while speaking with the consumer.
• Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Meets clients’ specific quality standards.
• Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
• Promotes positive interactions with others through effective communication with customers and team members. This includes real-time interaction with leaders for coaching and feedback, verbal engagement with customers, and collaboration with team members and escalation departments. These interactions may be face-to-face as required by business needs.
• Regular, predictable, and reliable attendance is critical to success in this role.
• Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
• Other duties as requested by management
Competency:
To perform the job successfully, an individual should demonstrate the following competencies:
• Data Entry Accuracy – Good attention to detail and basic computer skills
• Communication Skills - Clear communication with employees and customers
• Background Check – Must be able to successfully pass a criminal background check
Education and/or Experience:
• High School Diploma or GED required
• Previous call center experience or assisting customers preferred
Computer Skills:
To perform this job successfully, an individual must have knowledge of:
• Good typing skills
• Ability to navigate multiple computer screens and applications
~CB
ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge.
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