The CSR/Call Center Representative provides quality customer service to clients by determining requirements, answering inquiries, resolving problems, fulfilling requests; maintaining database.
Essential Job Functions
Determines requirements by working with customers.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Maintains call center database by entering information.
Keeps equipment operational by following established procedures; reporting malfunctions.
Updates job knowledge by participating in educational opportunities.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Minimum Qualification Requirements
High school diploma or GED equivalent
Previous experience in a customer service role
Strong phone and verbal communication skills including active listening
Familiarity with CRM systems and practices
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
Valid Driver’s License