Call Center Representative
1 month ago
Overview:
Under minimum supervision, the Call Center Representative performs specialized clerical duties which require frequent exercise of independent judgment and a thorough understanding of applicable procedures. The Call Center Representative is a full-time, non-exempt position, with a work schedule of Monday through Friday, 8:00 AM – 5:00 PM. Schedule is dependent on department needs; periodic overtime may be needed during peak periods.
Position Functions and Responsibilities:
- Provide excellent customer service to all CSAC stakeholders.
- Complete data entry tasks (eflows) on a timely basis ensuring quality and quantity are at acceptable levels.
- On occasion, assist other departments with special projects as needed, help open mail, sort, and validate information coming into the department, assist with auditing scanned documents.
- Communicate effectively with participants, staff, local unions, and WSRCC at all times.
- Maintain a friendly demeanor and handle participant inquiries both telephonically and by e-mail.
- Provide and obtain participant information.
- Possesses effective communication skills to manage and resolve participant complaints.
- Identify and escalate priority issues.
- Follow up on participants’ calls where necessary.
- Document all call information according to operating procedures.
Required Qualifications and Skills:
- Bilingual in English and Spanish is required
- Working knowledge in Microsoft applications
- Knowledge of “8x8” telephone system is preferred but not mandatory
- Professional appearance and demeanor
- Excellent telephone etiquette, “people skills,” written and verbal communication skills
- Proficiency with 10-key by touch
- Excellent organizational skills with ability to multitask in diverse work environment with diverse walk-in clients
- 1-2 years related experience. Knowledge of working in a call center or participants service environment is highly preferred.
- Knowledge of participant’s service principles and practices
- Excellent organizational skills and detail oriented.
- Ability to exercise discretion and confidentiality.
- Excellent oral and written communication skills.
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