Customer Service Representative

Responsibilities

• Answer incoming calls and respond to customer’s requests
• Ability to work in a fast paced environment.
• Book appointments for members with a high degree of data accuracy
• Maintain excellent written and verbal communication skills on a consistent basis
• Identify and escape issues to supervisors
• Responsible for adapting to fast changing guidelines with customers
• Informs clients by explaining procedures; answering questions; providing information
• Maintains and improves quality results by adhering to standards and guidelines

• High school graduate or G.E.D.
• Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
• Excellent oral and written communication skills
• Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously
• Ability to type at least 25 words per minute is preferred
• Experience in providing exceptional customer service and maintaining established quality requirements
• Must be able to pass a background check
• Average Talk Time:
  Less than 4 minutes per call while resolving customer issues.
• Call Conversion Ratio:
  Require a 60%+ lead to call ratio.
• Disposition Calls Processed:
  Demand proof of handling 80+ calls per shift with accurate disposition coding and in a timely manner.
• Attendance:
  Require a 98%+ attendance record over 6+ months, with little to no unexcused absences.
• QA Score:
  Must consistently achieve 90%+ quality assurance scores on call evaluations monthly.
• Average Hold Time:
  Must have maintained average hold times of less than 60 seconds per call, this is a high call volume environment.
• Calls Handled per Hour:
  Demand experience processing 10+ calls per hour with accurate dispositions, note and escalations.
• Breaks/ Lunches: adherence to scheduled breaks and lunches: two 15 minutes breaks, one 30 minute lunch.
• Error-Free Documentation:
  Must demonstrate 99%+ accuracy in call processing and CRM updates. All notes will be reviewed.