Call Center Representative Job Description
Call Center Representative Duties & Responsibilities
To write an effective call center representative job description, begin by listing detailed duties, responsibilities and expectations. We have included call center representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Call Center Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Call Center Representative
List any licenses or certifications required by the position: SHRM, HIPAA, HDI, UM, SPC, CP, SPHR, PHR, CHAA, CPR
Education for Call Center Representative
Typically a job would require a certain level of education.
Employers hiring for the call center representative job most commonly would prefer for their future employee to have a relevant degree such as Associate and High School Degree in Education, Associates, Business, Technical, Medical Administration, General Education, Communication, Computer, Business/Administration, Sound
Skills for Call Center Representative
Desired skills for call center representative include:
Desired experience for call center representative includes:
Call Center Representative Examples
Call Center Representative Job Description
- Fielding medical questions
- Answer patient's questions regarding their medical account
- Answer incoming calls within allotted time in a professional, courteous and friendly manner
- Efficiently locate the patient’s account, confirm patient contact information and update as necessary
- Accurately enter, update and verify patient demographic information
- Schedule, reschedule, cancel and confirm appointments and follow up on “no shows” using the Practice Management system
- Document details of each patient interaction that includes reason for call, summary of call and call resolution prior to close of call
- Provide recap of call, appointment information and topics discussed to ensure patient’s questions and concerns were appropriately addressed
- Research any concerns or questions that were unanswered during the call and communicate expected timeframe for follow up call
- Follow up with patients on unanswered questions or concerns in allotted time frame to provide resolution or communicate if more time is needed
- Provide first step resolution by addressing all concerns and taking ownership of call
- Use tact and diplomacy in handling difficult patients and callers
- Adhere to guidelines concerning work schedule and scheduled break periods
- Finding out why the customer is seeking to cancel their subscription
- Offering some sort of rebuttal to the customer to retain/keep the business
- Maintaining product knowledge
Call Center Representative Job Description
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, actions taken
- Demonstrate professionalism and patience in troubleshooting with technical issues non-technical
- Respond to incoming calls efficiently and effectively while addressing patient’s needs and concerns
- Refer callers to outside providers for services
- Provide negative test results to patients
- Screen patients’ financial status and determine fee information
- Answer questions related to healthcare services
- Schedule appointments both over the phone and by using our online scheduling system
- Respond to electronic patient contact communications
- Respond to customer inquiries by telephone
- Proficient in Microsoft Office Suite ( Word, Outlook )
- Respond to customer requests regarding Schnitzer Yard information such as hours, days of operation, sales
- The ability to stand, walk and sit up to 90% of the time
- Ability to work flexible shift
- Prior Call Center phone experience a plus
- Dispatching technicians to scheduled appointments
Call Center Representative Job Description
- Set up, maintain, and organize department's central files, information, filing, and messages
- Prepare and maintain contract documents
- Assist the Facilities staff, as needed
- Working with confidential and sensitive information, document review, onboarding new payroll customers, processing routine payroll transactions or new business setup, researching and resolving routine to problems and inquiries and referring difficult problems to senior specialists
- May also perform payroll account maintenance, tracking statistical data, report generation, project work, cross-sell or referring products
- Processes and documents transactional work and educates payroll customers and sales reps on payroll products, policies, practices and requirements
- Produces vehicle valuations requested by customers
- Update and adjust vehicle valuations based upon customer input received
- Answers technical questions on vehicle valuations developed by company
- Provides assistance and coaching to customers' requirements
- This is a great opportunity for a self-motivated candidate
- Product knowledge in Powersports, RV's and/or Marine industry is Required
- MUST be Bilingual in either Spanish, Vietnamese, Mandarin, or Tagalog
- 1-2+ years of experience in a customer service/call center environment preferred
- Experience working with a healthcare provider or medical/doctor's office preferred
- May make changes to primary care physician Performs established performance metrics, such as quality, production
Call Center Representative Job Description
- Working with the facility case manager to resolve patient issues concerning schedule changes, routing suggestions, provider changes
- Maintains department productivity levels for customer satisfaction
- Performs other duties as assigned or required by manager
- Answering a high volume of calls in out Call Center
- Coordinate with customers to resolve any billing inquiries
- Act as the first point of contact for customers seeking help with products or technical issues
- Take inbound calls in a fast paced environment
- Answer emails with customer inquiries
- Effectively communicate solutions
- Provide technical, procedural, and operational guidance on client service issues deliver personalized service and respond to questions about products
- Must have at least 0 - 6 months of data entry, in-bound, out-bound or other related call center, telemarketing or related experience
- Must have excellent interpersonal, organizational and telephone etiquette skills
- Must have strong workflow and communication skills (both written and oral)
- Must be able to operate a computer and basic office equipment
- Must be able to type 40 wpm accurately and operate a 10-key calculator by touch
- Must be able to sit for long periods of time analyzing, updating, and validating workload data using personal computer applications
Call Center Representative Job Description
- Provides input to credit analysts in the second review process
- Train and educate agents and staff on consumer loan program
- Receive inbound calls from potential customers seeking services
- Gather information from potential customers and help resolve any concerns
- Follow up with potential customers both through phone and email to gather additional qualifying data
- Enter data into contact database software or excel spreadsheet
- Dispatch lead to appropriate local service provider
- Follow up with customer and/or franchise owner to finalize the deal
- Reconcile inbound call with contact database software to provide key metrics
- Take incoming calls from providers (customers) needing interpreters for appointments
- Type 40 words per minute with 95% accuracy
- Accurately complete tasks and projects, within allowable time frames
- Perform special assignments as requested by the management team
- Multitask and switch between tasks seamlessly within a fast paced environment
- Experience and high interest in Automotive, power sports or commercial vehicles or recreational vehicles is preferred
- 3-5 years in a customer service profession