Call Center Representative |
| Location: | Houston, TX |
| Salary Range: | $10.00hr |
| Exempt/Non-Exempt: | Non-Exempt |
| Type: | Full Time |
| Description: | Purpose
The Customer Service Representative uses a variety of tools to include the Internet, reports sent by support departments, client supported third party, Company Databases, etc. to actively work the collection of customer inquires and escalations for WUR, FRU and/or units on hold. Individual must build rapport with co-workers and reporting Supervisor, along presenting information in a professional and accurate manner. Incumbent must follow all company and customer work standards and must meet performance criteria to include assigned goals.
Duties include resolving/diffusing customer concerns/complaints. Incumbent must exercise tact and sound judgment in resolving any/all client/customer escalations and obtaining voluntary cooperation. Work is performed within clearly defined areas of regulations and procedures, and is reviewed and monitored by a supervisor or manager.
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| Duties: | Job Function
o Contact customers (inbound and/or outbound) to resolve their escalations on unit delays
o Provide thorough, efficient and accurate account updates on computer files for each call made
o Must have good knowledge of Client’s guidelines, work instructions, where applicable
o Participate in various projects as required by (varied departments)
o Provide feedback to management concerning possible problems or areas of improvement
o Make recommendations to implement improved processes
o Maintain a professional work area, appearance, and attitude
o Meet department, client, individual, and team goals
o Perform other duties as assigned by management
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| Qualifications: | Position Requirements
o High School Diploma or GED Certificate
o 1-2 years customer service experience required
o Excellent written and oral communication skills
o Ability to uphold highest level of confidentiality
o Ability to work in a multi-tasked environment
o Ability to work evenings and weekends
o Ability to work with customers in a professional manner
o Good telephone etiquette
o Basic PC skills including Windows based programs
o Basic typing skills, 30 WPM
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