Call Center Customer Service Representative

Job Summary:

Are you interested in taking your career to the next step with an industry leader? We have just the opportunity for you! Due to our continued growth we are looking for personable and reliable individuals to serve as Support Representatives. You will handle inbound and outbound customer services from an established customer base while answering questions and providing consultation on pricing, service plans and billing issues.

Our focus is on providing exceptional customer care first and foremost. You will be empowered to do what it takes to help each customer. We offer competitive compensation and benefits for full time roles, as well as overtime opportunities during the busy winter season. You may also find room for advancement with us. If this sounds like the kind of career move you have wanted to make and if you meet our qualifications, we want to talk with you!

Duties and Responsibilities:

• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Utilize knowledge base and training to accurately answer customer questions
• Listen to customers, understand their needs, and resolve customer issues
• Accountable for timely completion of assigned client specific reports and requirements.
• Take initiative and action to respond to, resolve, and follow up on issues and client requests in a timely manner.
• Meet deadlines with frequent interruptions and redefined priorities.
• Communicate all feedback, client updates, and recommendations to all levels within the organization using professionalism, positive attitude, and discretion to achieve objectives.
• Research systems to find missing information; coordinate with other departments to resolve issues as applicable
• Accurately document and process customer orders in appropriate systems
• Follow all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Adhere to all attendance and work schedule requirements

Required Knowledge, Skills and Abilities:

Knowledge

• Extensive knowledge of client requirements and guidelines
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
• Efficient in Microsoft Office products, especially Excel and Word
• Knowledge in 10 key by touch typing
• Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA

Skills

• Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Speaking — Talking to others to convey information effectively.
• Service Orientation — Actively looking for ways to help people.
• Writing — Communicating effectively in writing as appropriate for the needs of the audience.
• Time Management — Managing one's own time and the time of others.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Abilities

• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.
• Written Comprehension — The ability to read and understand information and ideas presented in writing.
• Written Expression — The ability to communicate information and ideas in writing so others will understand.
• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas verbally so others will understand.
• Speech Clarity — The ability to speak clearly so others can understand oral communication.
• Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
• Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.

Desired Qualities:

• Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
• Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
• Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
• Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
• Initiative — Job requires a willingness to take on responsibilities and challenges.
• Integrity — Job requires being honest and ethical.
• Discretion – Job requires the handling of sensitive information and keeping this information confidential. This job also requires discernment of knowing when information should be kept confidential, even when it is not explicitly stated to be so.
• Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
• Social Orientation — Job requires comfortably working with others, and being personally connected with others on the job.
• Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.
• Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

Conditions of Employment:

• Must be at least 18 years of age
• Must have GED or High School Diploma
• Must be legally permitted to work in the United States