Call Center Agents

3 weeks ago

Charlotte, United States Wipro Full time

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLA's defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Team Leaders Performance review HR Hiring and employee engagement and retention Training Team Capability development Technical Lead Training, issue escalation/ resolution External Client Query Resolution Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. Behavioral Competencies Collaborative working Problem solving and decision making Attention to Detail Execution Excellence Client (Internal) Centricity Effective Communication Deliver No. Performance Parameter Measure 1. Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2. Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Provider Inbound

  • FT Call Center Agent I

    3 weeks ago

    Charlotte, North Carolina, United States American Red Cross Full time

    Job Title: FT Call Center Agent IAre you passionate about helping others and making a difference in your community? Do you have excellent communication skills and a strong work ethic? We are seeking a highly motivated and customer-focused individual to join our team as a FT Call Center Agent I.About the Role:As a FT Call Center Agent I, you will be...

  • FT Call Center Agent I- October

    3 weeks ago

    Charlotte, United States American Red Cross Full time

    American Red Cross - JobID: RC75759 [Call Center Representative] As a Call Center Agent at American Red Cross, you'll: Contact blood donors by telephone using a dialer system to recruit for blood donation; Schedule appointments while providing positive service experience to maximize donor show rates; Follow a process and appropriate scripting for conducting...

  • Call Center Agent

    5 days ago

    Charlotte, United States Personalhaus Osnabrck Full time

    Fr unseren innovativen Auftraggeber in Bremen suchen wir ab sofort: Call Center Agent (m/w/d) in Vollzeit und Wechselschicht mit bernahmeoption! PERSONALHAUS MITGLIEDER erhalten: ? 250 Prmie fr jedes neue PERSONALHAUS MITGLIED, welches Du uns empfiehlst ? Bezahlung nach Tarifvertrag (GVP Tarifgemeinschaft) ? Fahrdienst zu unseren Kunden ? bis zu 85%...

  • FT Call Center Agent I- September

    2 months ago

    Charlotte, United States The American Red Cross Full time

    Please use Google Chrome or Mozilla Firefox when accessing Candidate Home. By joining the American Red Cross you will touch millions of lives every year and experience the greatness of the human spirit at its best. Are you ready to be part of the wor Call Center, Agent, Customer Service, Technology, Network

  • Call Center Customer Service Agent

    2 weeks ago

    Charlotte, United States Fresh Form Draft Full time

    Call Center Customer Service AgentDepartment: Every Word Code Employment Type: Full Time Location: Charlotte, NC Compensation: $17.50 - $24.00 / hour DescriptionPosition: Call Center Customer Service Assistant Location: Charlotte, NC Employment Type: Full-time Job Summary: We are looking for a dedicated and customer-focused Call Center Customer Service...

  • Call Center Representative

    4 weeks ago

    Charlotte, United States TEKsystems Full time

    Job DescriptionJob Description End Client (if different from Account) Duration2 Year(s) Req Description DescriptionThe purpose of the Care Team is toroute agent’s service related calls received from customers to a call center. This will give agents morecapacity to focus their efforts on new business.As part of this implementation, new phone systems...

  • FT Call Center Representative

    3 weeks ago

    Charlotte, North Carolina, United States American Red Cross Full time

    American Red Cross **Job Summary:** As a Call Center Agent at American Red Cross, you will be responsible for contacting blood donors by telephone to recruit for blood donation. **Key Responsibilities:** * Schedule appointments with donors while providing a positive service experience to maximize donor show rates * Follow a process and appropriate...

  • FT Call Center Representative

    4 weeks ago

    Charlotte, North Carolina, United States American Red Cross Full time

    American Red Cross **Job Summary:** As a Call Center Agent at American Red Cross, you will be responsible for contacting blood donors by telephone to recruit for blood donation. **Key Responsibilities:** * Schedule appointments with donors while providing a positive service experience to maximize donor show rates * Follow a process and appropriate...

  • Call Center Agent

    5 days ago

    Charlotte, United States ShaarConsulting Full time

    Wir suchen genau Sie als Call Center Agent (m/w/d) in Vollzeit fr unseren Kunden. Das erwartet Sie: - bertarifliche Bezahlung auf Basis des iGZ-Tarifvertrags - Angenehme Arbeitsatmosphre - Ein eingespieltes und motiviertes Team Ihre Aufgaben sind: - Telefonische Sachbearbeitung - Korrespondenz zu Anfragen/nderungen/Stornierungen - Terminierung von...

  • Call Center Agent

    5 days ago

    Charlotte, United States Personalhaus Osnabrck Full time

    Fr unseren innovativen Auftraggeber in Bremen suchen wir ab sofort: Call Center Agent (m/w/d) gerne im Quereinstieg in Vollzeit und Dauerfrhschicht mit bernahmeoption! PERSONALHAUS MITGLIEDER erhalten: ? 250 Prmie fr jedes neue PERSONALHAUS MITGLIED, welches Du uns empfiehlst ? Bezahlung nach Tarifvertrag (GVP Tarifgemeinschaft) ? Fahrdienst zu unseren...

  • Call Center Agent

    4 months ago

    Charlotte, United States Dynata Full time

    *Applicants must reside in North Carolina to qualify Join Dynata's Virtual Call Center team as a part-time telephone interviewer and earn extra cash remotely! We are looking for talented call center survey agents to perform outbound surveys from home with respondents and accurately record their answers. These surveys range in topics from politics to customer...

  • Call Center Agent

    5 days ago

    Charlotte, United States Personalhaus Osnabrck Full time

    Fr unseren innovativen Auftraggeber in Bremen suchen wir ab sofort: Call Center Agent (m/w/d) in Vollzeit oder Teilzeit und flexiblen Arbeitszeiten! PERSONALHAUS MITGLIEDER erhalten: ? 250 Prmie fr jedes neue PERSONALHAUS MITGLIED, welches Du uns empfiehlst ? Bezahlung nach Tarifvertrag (GVP Tarifgemeinschaft) ? Fahrdienst zu unseren Kunden ? bis zu 85%...

  • FT Call Center Representative

    3 weeks ago

    Charlotte, North Carolina, United States American Red Cross Full time

    Job SummaryAs a Call Center Agent at American Red Cross, you will be responsible for contacting blood donors by telephone to recruit for blood donation. Your primary goal will be to schedule appointments while providing a positive service experience to maximize donor show rates.Key ResponsibilitiesContact blood donors by telephone to recruit for blood...

  • Call Center Escalation Analyst

    2 weeks ago

    Charlotte, United States Camping World Full time

    This position is dedicated to ensuring that the standards of service by Good Sam and its partners are consistently delivered providing a positive and seamless customer journey. This is a preventative team that takes proactive measures to mitigate potential at-risk roadside events. You will be responsible for monitoring cases to ensure the intent of the...

  • Call Center Escalation Specialist

    2 days ago

    Charlotte, North Carolina, United States Camping World Full time

    Job SummaryThis role is dedicated to ensuring that the standards of service by Camping World and its partners are consistently delivered, providing a positive and seamless customer journey.This is a preventative team that takes proactive measures to mitigate potential at-risk roadside events.You will be responsible for monitoring cases to ensure the intent...

  • Call Center Representative

    3 weeks ago

    Charlotte, United States Center for Vein Restoration Full time

    Job DetailsJob Location NC - Charlotte - Charlotte, NC Position Type Full Time Education Level High School Salary Range $17.00 - $18.00 Hourly Travel Percentage None Job Shift Day Job Category Health Care Job Posting Date(s)Start Date 10/01/2024 Description We're America's Largest Physician-Led Vein Center - having most recently been awarded the Healthcare...

  • Call center representative

    1 week ago

    Charlotte, United States Randstad Full time

    NOW HIRING FOR JANUARY 2025 Our client is preparing for the new year and so are we! Apply today to be on the list for the next classes, starting in January 2025. A recruiter will be in contact with you as soon as possible to discuss the position and get you ready to start as soon as official recruitment begins for the coming year. These are hybrid call...

  • Call Center Representative

    2 weeks ago

    Charlotte, United States Randstad Full time

    Job DescriptionJob DescriptionNOW HIRING FOR JANUARY 2025Our client is preparing for the new year and so are we! Apply today to be on the list for the next classes, starting in January 2025. A recruiter will be in contact with you as soon as possible to discuss the position and get you ready to start as soon as official recruitment begins for the coming...

  • Call Center Operations Manager

    4 weeks ago

    Charlotte, North Carolina, United States Securitas Security Systems Usa Full time

    Job SummaryAs a Call Center Manager at Securitas Security Systems USA, you will be responsible for effectively managing the National Communications Center (NCC) department in the Securitas Operations Center (SOC). This includes customer care and national account functions. You will lead and develop NCC Management, mentor and assist them with all aspects of...

  • Customer Service/ Call Center Representative

    4 weeks ago

    Charlotte, United States TEKsystems Full time

    Job DescriptionJob Description ****MUST HAVE 1-2 YEARS OF CALL CENTER EXPERIENCE TO BE CONSIDERED**** Customer Service/ Call Center Representative:DescriptionAs a Customer Service Representative, you will provide service and support to internal and external customers. This is a pivotal role as you will be the first point of contact for many customers....