Call
Center Customer Service Representative
Job
Title:
Call
Center Customer Service Rep
Company
Job Code:
.......................................
FLSA
Status:
.......................................
Division/Department
.......................................
EEO
Code:
.......................................
Reports
to:
Supervisor
Salary
Grade/Band:
.......................................
Last
Revision Date:
.......................................
SUMMARY
Answer phones
to respond to orders, general customer inquires, invoice questions,
and customer complaints. Project a professional company image through
phone interaction.
PRIMARY RESPONSIBILITIES
- Answer phones
and respond to customer requests.
- Sell product
and place customer orders in computer system.
- Provide
customers with product and service information.
- Upsell products
and services.
- Transfer
customer calls to appropriate staff.
- Identify,
research, and resolve customer issues using the computer system.
- Follow-up
on customer inquires not immediately resolved.
- Complete
call logs and reports.
- Research
billing issues.
- Research
misapplied payments.
- Recognize,
document and alert the supervisor of trends in customer calls.
- Recommend
process improvements.
- Other duties
as assigned.
ADDITIONAL
RESPONSIBILITIES
- Provide
on-the-job training for new employees.
- Generate
customer thank you letters.
KNOWLEDGE
AND SKILL REQUIREMENTS
- Basic reading,
writing, and arithmetic skills required. This is normally acquired
through a high school diploma or equivalent.
- Computer
literate with the ability to learn customer service software applications.
Duties require professional verbal and written communication skills
and the ability to type 30 wpm. This is normally acquired through
one to three years of office experience.
WORKING CONDITIONS
Working conditions
are normal for an office environment.