Call Center Specialist Job Description
Call center specialist
provides genetic counseling services to OB patients who are at high risk for fetal abnormalities, or patients contemplating a pregnancy who are potentially at high risk for fetal abnormalities.
Call Center Specialist Duties & Responsibilities
To write an effective call center specialist job description, begin by listing detailed duties, responsibilities and expectations. We have included call center specialist job description templates that you can modify and use.
Sample responsibilities for this position include:
Screen incoming and outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the organization
Provide ongoing education and teaching as it relates to program/service functions or customer service techniques
Customer Service & Support • Customer Education • Complex Problem Resolution • Maintain and/or expand existing business • System navigation & transaction processing • Communicate to customers via alternate methods chat, email • Mentoring associates
Participate in design of call monitoring formats and quality standards for the Golfer Care Team
Use quality monitoring data to compile and track performance at team and individual level
Participate in customer and client listening programs to identify customer needs and expectations
Coordinate and facilitates call calibration sessions for call center staff
Provide feedback to call center team Specialists and Supervisors
Prepare and analyzes internal and external quality reports for management staff review
Answer Helpline calls
Call Center Specialist Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Call Center Specialist
List any licenses or certifications required by the position: CPR, CPI, CHAA, FDCPA, HUD, RVIA, BLS, TAC, ACSS, AED
Education for Call Center Specialist
Typically a job would require a certain level of education.
Employers hiring for the call center specialist job most commonly would prefer for their future employee to have a relevant degree such as Collage and Bachelor's Degree in Associates, Education, Hospitality, Business, General Education, Business/Administration, Finance, Social Services, Social Work, Psychology
Skills for Call Center Specialist
Desired skills for call center specialist include:
State and private health plans
Customer service
Excel
State
Therapeutic diets
Store POS systems
Different payer practices and deductibles
Genetic counseling diagnoses
High Risk pregnancies
Maternal fetal medicine
Desired experience for call center specialist includes:
Flexible, dependable and conscientious
College coursework a plus
Demonstrated ability to cross-sell products to existing customers
Bachelor degree in related field, Training, Communications, Education
2-4 years training experience to include above areas
Strong technical orientation and experience supporting proprietary and standard applications
Call Center Specialist Examples
1
Call Center Specialist Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of call center specialist. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for call center specialist
- Participates in semi-annual calibration sessions with Call Center QA Supervisor, Support Center Leadership, CSRs, and other stakeholders to ensure scoring consistency
- Perform quality assurance monitoring of contacts and providing performance feedback
- Act as a resource person for staff regarding policy, procedure and process
- Maintains detailed knowledge base of departmental policies and procedures, including scheduling standards and insurance/guarantor practices
- Maintain incident database, generates reports, analyzes error trends and makes process recommendations
- Meet regularly with the supervisory team to communicate status of the staff and work
- Provide mentoring to new staff and completes initial training evaluations and promotions review
- Leads quality assurance reviews, and process design sessions
- Documents process flows
- Maintain or provide updates to knowledge-base and training materials
Qualifications for call center specialist
- Well in both oral and written Cantonese + English
- Ability to use computer systems to research information and document -results clearly and accurately
- Must have experience and advanced knowledge in the Patient Billing area
- Working knowledge of the Company’s systems and software is preferred
- Requires knowledge of the continually changing processes, procedures and products supported by Support Centers
- Must be able to learn quickly and demonstrate flexibility to adapt to changing work requirements
2
Call Center Specialist Job Description
Job Description Example
Our growing company is hiring for a call center specialist. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center specialist
- Monitor emails, service requests and various CRM queues for accuracy
- Compile results into provided email template and forward to managers for coaching
- Meet regularly with Supervisors to review team errors and highlight potential areas for retraining
- Spot trends and forward to appropriate teams
- Complete all audits in a timely manner
- Continually evaluate and develop audit/monitoring procedures to improve efficiency and effectiveness
- Handle outbound call backs, during scheduled hours, when assigned
- Follow and adhere to client policies and directives as outlined on each specific knowledge base
- Be fully aware of and adhere to the quality profile on all customer interactions
- Assist irate or escalated callers in a professional manner utilizing the resources available to de-escalate the situation
Qualifications for call center specialist
- Self-motivated and ability to work independently in a group
- Experience with web browsers and internet
- Must be able to use discretion and convey sensitive information in a strict confidential environment
- Knowledge and understanding of call center process and procedures
- Must have 1 year or more of experience in a Call Center setting or equivalent experience in the Automotive industry
- Natural Car Enthusiast
3
Call Center Specialist Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of call center specialist. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center specialist
- Use all proprietary database, web and telephony tools effectively, reporting faults to the shift leader as soon as they occur
- Discuss call monitoring feedback with supervisor or quality coach in order to improve performance
- Use coaching, training sessions and one-to-one meetings positively, contributing to the discussion so that you can take ownership of your development within your current role
- Access, use or disclose customer information only when you need to do so to perform your operation duties
- Provide leadership on a day-to-day basis, supporting the supervisor, so that team members have a role model and a colleague to provide guidance towards continuous improvement
- Provide additional support to the supervisor, including administrative tasks, special projects, coaching agents, and report analysis as needed
- Arrive to work on time, maintain excellent attendance, and ensure accurate and timely reporting of time-sheet information
- Client consultation over the phone
- Presentation of the company and its services
- Effective CRM system usage (students' profile, comments, tasks)
Qualifications for call center specialist
- Excellent writing skills (use of formal/correct grammar)
- Eloquent speaker
- Ability to promote new products through Up-selling
- Must be able to work a flexible Schedules including weekends
- Must possess excellent communication and multi-tasking skills the ability to review, record and organize data while speaking on the phone
- Online knowledge management systems experience
4
Call Center Specialist Job Description
Job Description Example
Our innovative and growing company is looking for a call center specialist. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call center specialist
- Follow proper procedures for sanitation, infection control and safety in accordance with municipal, state and federal regulations
- Effectively educate clients on the features and benefits of available products and services
- Providing a initial point of contact receiving calls in the 24-hour/7-day-per-week Public Safety Support Center (PSSC)
- Obtain information from callers and determine type of action to achieve resolution
- Record customer information into the computer database in an accurate manner
- Assist with performing quality reviews of services provided, and assist with department interactions by escalating work flow and communication issues to supervisor to help identify trends indicating the need to revise existing methods and procedures
- Multitasking to meet the established goals and objectives
- Call handling time
- Place outbound calls manually to customers and build rapport
- Obtain consent to contact customers on their mobile numbers (where applicable)
Qualifications for call center specialist
- Proficiency using Microsoft Office tools
- 2 – 3 years of assessment, development and implementation preferred
- AA degree or equivalent work experience required with minimum 2 years retail experience
- Prior special order experience with repair and maintenance products required
- Sales experience (inside sales or telemarketing) or training helpful
- Ability to manage and prioritize multiple orders
5
Call Center Specialist Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of call center specialist. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call center specialist
- Work with other departments/associates where necessary to resolve customer issues
- Participate in one on one meetings with Team Manager and department meetings
- Providing initial point of contact for internal and external clients in the 24-hour/7-day-per-week Public Safety Support Center (PSSC)
- Obtain information from intake sources and determine type of action to achieve resolution
- Record customer information into the computer database in an accurate manner, establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided
- Assist with department interactions by escalating workflow and communication issues to the appropriate personal to help identify trends indicating the need to revise existing methods and procedures
- Oversees day-to-day technical and workforce planning through monitoring and adjusting staffing levels and management of key technical systems to meet daily, weekly, and monthly key performance indicators (KPIs)
- Collaborates with Systems Operations Control (SOC) to ensure timely notification to all impacted customers during irregular operations through outbound notification messaging
- Administers the flight re-accommodation tool to provide timely passenger protection and notification for guests impacted by delayed or canceled flights
- Provides first-level response to call center system outages and issues and notifies ITS and appropriate vendors to ensure trouble tickets are opened and tracked
Qualifications for call center specialist
- Positive/cheerful attitude
- Basic understanding of PC terminology, Internet functionality
- Handle 100+ inbound and outbound calls on a daily basis
- Ability to successfully operate multiple Live Chat sessions simultaneously
- Well in both oral and written Vietnamese + English
- Listen to, read, and evaluate customer contacts utilizing quality tools to document interactions for assigned programs, channels and sites