Handle high-volume inbound customer interactions while delivering exceptional customer service.
Take ownership of customer interactions from start to finish whenever possible.
Utilize internal resources, knowledge bases, job aids, and available tools to troubleshoot customer concerns and achieve high one-call resolution.
Research issues thoroughly before determining if escalation is necessary.
Maintain effective call control while demonstrating empathy, professionalism, and active listening.
Ask probing questions to identify root causes and determine appropriate solutions.
Navigate 15+ web-based programs, multiple browsers, and dual monitors simultaneously while assisting customers.
Accurately summarize every customer interaction within the CRM or ticketing system.
Document troubleshooting steps taken, research performed, actions completed, customer education provided, and final resolution.
Maintain concise, thorough, and accurate notes detailing what transpired during each interaction.
Attach supporting documentation to customer cases when appropriate.
Follow all client, state, and company policies while maintaining quality and compliance standards.
Monitor email and Microsoft Teams communications throughout the workday without reminders.
Adapt quickly to changing client processes and operational needs.
Meet productivity, quality, attendance, and schedule adherence expectations.
Support phone and chat channels as business needs require.

High school diploma or GED required.
Minimum two (2) years of recent inbound contact center customer service experience.
Experience in a high-volume contact center environment.
Ability to quickly learn multiple campaigns and changing business processes.
Strong troubleshooting and critical thinking skills.
Excellent documentation and organizational skills.
Strong verbal and written communication skills.
Excellent customer service and soft skills.
Ability to multitask across numerous systems simultaneously.
Ability to type 50 WPM accurately while speaking with customers.
Strong attendance history and dependability.
Experience using CRM platforms and contact center software.
Must successfully complete employment verification, professional reference verification, criminal background screening, drug screening, and remote system verification.

Call Center Representative

Key skills