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 escalate 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.

Customer Service Representative

Key skills