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7 Call Center Representative Resume Examples for 2024

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You’d think that  crafting resumes  and writing cover letters would get easier as you progress through your career. Unfortunately, that’s not the case. Entry-level and experienced call center representatives alike struggle with  generating successful resumes . 

Expanding on limited experience or condensing decades of work to fit one page is not an easy task, so that’s where we come in. 

We’ve taken the time to analyze hundreds of resumes from call center representatives  and used analytic tools to determine what does (and what doesn’t) land applicants interviews in 2024. 

We’ve  generated seven call center representative resume samples to help you land your next call center job using this analysis . 

Call Center Resume

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Why this resume works

• Utilizing numbers strategically on your call center resume will allow you to convey more information in a smaller amount of space instead of describing your experience with words alone.
• Avoid filler words and use numbers as often as possible.
• When do you need a resume summary? They’re helpful in setting you apart from the competition if you boast 10+ years of expertise in your field and have specializations you can showcase.

Call Center Representative Resume

• To avoid instant elimination from the sea of applicants, ensure that your call center representative resume includes relevant skills. Check the job description, look for key skills and talents, and have them on your resume. 
• Resumes are frequently processed by applicant tracking systems (ATS) before they reach hiring managers. Call center resumes at this stage with skills that are not specifically pre-selected by hiring teams will never be seen by people. Instead, they’re automatically rejected. 
• When an employer reads your resume, they should instantly know that you’re extraordinary. Present yourself as confident, capable, and goal-oriented by demonstrating your value and that you understand the job responsibilities. 
• What makes recruiters want to interview you? The numbers!
• Pretend for a moment that you’re an employer charged with bringing on an exceptional new team member. Review your current resume and see what you think.

Entry-Level Call Center Representative Resume

• When you’re looking to make your first break into a career, it can feel impossible to craft a compelling entry-level call center resume. How do you demonstrate your job capabilities when you have limited prior experience, irrelevant experience, or no job experience? 
• The most important thing you can do is demonstrate the key skills and responsibilities highlighted in the job description. 
• If you have some relevant prior experience, make sure it features prominently in your work experience sections and quantify your work in each role. 
• If you have irrelevant job experience, you can still highlight relevant skills and responsibilities. For example, if you’re looking for a job as a call center representative, you can highlight soft skills like “friendly” or “empathetic.” 
• If you do not have any work experience, remember that you can detail school projects (perhaps ones that required great communication or leadership), volunteer experience, or extracurricular activities that required relevant expertise. 
• When do you need a resume objective? They’re more important if you’re looking for a career change. They’re also helpful if you’re a little light on experience and need to fill up space.

Call Center Agent Resume

• Also, remember to weave in your software skills such as Salesforce to give your call center agent resume an edge and put you ahead of the rest.

Call Center Customer Service Representative Resume

• You can borrow a leaf here by composing your piece to highlight big achievements and matching them with realistic numbers.

Call Center Manager Resume

• Increased work responsibilities demonstrate growth and personal development, showing potential employers that you will continue to become more valuable to the company over time and increasing the chances of being contacted for an interview. 
• Though you may value an internship you completed 15 years ago, it’s no longer relevant to your resume. Only include the most recent (and related) jobs you’ve held, and save an anecdotal tidbit about your internship for the interview. 
• When you have years of experience, your managerial resume may become denser. Ensure that hiring managers read the most important expertise on your resume by listing it in reverse-chronological order. When your most recent work experience is listed at the top, we’ve found that employers are twice as likely to request an interview. 

Outbound Call Center Resume

• At a minimum, you should demonstrate your capacity to handle high call volumes, ensure customer satisfaction, and achieve or exceed sales targets. You’ll make yourself an even more compelling job candidate if you highlight how you boosted efficiency for yourself and your co-workers.
• Mentioning command over popular customer service software tells employers that you’ll require less job training and may be able to train other staff members on new software programs. 
• Your resume won’t look the same for every application.
• Try reorganizing, quantifying, and using an active voice throughout your resume. Then check your resume to make sure you get interviews using our  resume checker .

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Call Center Resume Examples & The Skills to Include [+Templates]

Updated: April 26, 2024

Published: May 15, 2023

A good resume stands between your dream job and rejection. The difference between a good resume and a mediocre one is that of structure, keyword use, skill sets, references, and more.

Writing a call center resume is no exception. You must include the relevant qualifications, skills, and experiences that align with the job requirements.

Read our guide on best practices for writing call center resumes, what skills and objectives to include in your resume, and the industry-best call center resume examples to stand out.

Here’s what we’ll cover in this guide:

What is a call center resume?

Call center resume examples & templates.

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Call Center Resume Objective

Call center resume skills.

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A call center resume focuses primarily on your skills, professional background, and qualifications, aligning them with the job requirements. Depending on the job position, such as the seniority level or the size of the organization, you should know the average length of your resume.

Just like any resume, make sure you include the following sections when on the hunt for your next call center gig:

• Your name and contact information.
• Your education.
• Relevant work experience.
• Helpful skills.
• Relevant non-work experience if you're new to the job market.

In the next section, we'll discuss more specific templates you can leverage based on your skill set and the open role.

These templates will help you better understand how to craft a strong resume that will grab the attention of potential employers. Consider the role you're applying to and find the example below that most closely aligns.

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25 Call Center Resume Examples & Skills for 2024

When it comes to crafting your call center resume, there are some basic components that you need to include in order to make a great first impression on potential employers. In addition to the standard sections, like your contact information and work history, there are also a few specific considerations that are unique to call center resumes.

Basic Components of a Resume

Here are the key elements that every resume should have:

• Contact Information: Include your name, phone number, email address, and physical address (optional).
• Summary/Objective Statement: This is a brief statement that describes your goals and qualifications.
• Work Experience: List your previous jobs, including your job title, the company you worked for, and the dates you worked there. Be sure to include any relevant accomplishments or responsibilities.
• Education: List your degree(s), the school(s) you attended, and the dates you attended.
• Skills: Highlight any skills or certifications that are relevant to the position you’re applying for.

Specific Considerations for Call Center Resumes

When it comes to call center resumes, there are a few things you should keep in mind:

• Highlight customer service skills: Your resume should showcase your ability to provide exceptional customer service, including your communication skills, professional demeanor, and ability to handle difficult situations.
• Emphasize metrics and performance: Call center employers are often interested in metrics such as the number of calls you handled, your average handle time, and your call quality scores. If you have any of these metrics to showcase, be sure to include them in your resume.
• Showcase technical proficiency: Many call center positions require proficiency with specific software or equipment. If you have experience with any of these tools, be sure to include them in your resume.

Examples of Effective Formats

Not sure where to start when it comes to formatting your call center resume? Here are a few examples of effective formats:

• Chronological Resume: This is the most common type of resume, which lists your work experience in reverse chronological order.
• Functional Resume: This format emphasizes your skills and qualifications above your work experience.
• Combination Resume: As the name suggests, this format combines elements of both chronological and functional resumes.

No matter which format you choose, be sure to customize your resume to the specific position you’re applying for. This will help you stand out from the competition and increase your chances of landing an interview.

Crafting a great call center resume requires attention to detail and a focus on highlighting your unique skills and qualifications. By including the basic components of a resume, paying attention to specific considerations for call center positions, and choosing an effective format, you can create a winning resume that helps you land your dream job.

Professional Summary

A professional summary is a brief statement that summarizes the most important aspects of your career and accomplishments. It is typically located at the top of your resume and serves as a quick snapshot of your qualifications for the job you are applying for.

When it comes to writing an effective summary for a call center position, it is important to highlight your experience providing excellent customer service and your ability to handle high-pressure situations. Emphasizing your communication skills, problem-solving abilities, and proficiency in utilizing call center software can also be beneficial.

An effective professional summary for a call center position should be concise and tailored to the specific job you are applying for. It should provide a clear and focused overview of the value you can bring to the company.

Here are some examples of successful professional summaries for call center positions:

Experienced Call Center Representative with a proven track record of providing exceptional customer service. Skilled in handling high-pressure situations and resolving complex customer issues. Proficient in using call center software and technologies.

Results-driven Call Center Manager with over 5 years of experience leading teams of customer service representatives. Adept at developing strategies to improve customer satisfaction and streamlining call center operations. Excellent communication and leadership skills.

Motivated and detail-oriented Call Center Agent with 2 years of experience in the industry. Excels at multitasking, problem-solving, and providing personalized customer service. Proficient in using call center software and technologies.

Your professional summary should showcase your relevant skills and experience while also providing a glimpse of your personality and work ethic. It should be tailored specifically to the call center position you are applying for and show why you are the best fit for the role.

Skills and Abilities

When it comes to working in a call center, there are specific skill sets employers are looking for. These include:

Customer service: Demonstrating excellent customer service skills is a must in any call center role. This involves being able to maintain a positive attitude, displaying empathy, and communicating clearly and effectively.

Communication: Excellent communication skills are essential in a call center role. This includes being able to listen actively, ask the right questions, and convey information clearly and concisely.

Technical abilities: Many call centers use advanced technologies and databases to manage customer interactions. Having a strong aptitude for technology and experience with online systems can be a significant advantage.

Time management: In a fast-paced call center environment, it’s essential to be able to manage your time effectively. This includes the ability to prioritize tasks, complete work efficiently, and meet deadlines.

Multitasking: Call center employees are required to handle multiple tasks simultaneously, such as answering phone calls while updating customer records. Being able to multitask while maintaining a high level of accuracy is crucial.

To showcase these skills effectively in a call center resume, be specific and use concrete examples. Instead of listing soft skills like “good communication skills,” use action verbs and phrases like “Managed a high volume of customer calls daily while maintaining a positive and upbeat demeanor.”

Here are some other tips to keep in mind for crafting an effective call center resume:

Tailor your resume to the specific job. Highlight the skills and experiences that directly align with the job listing.

Quantify your accomplishments. Use numbers and statistics to demonstrate your successes, such as “Increased customer satisfaction ratings by 10% through effective communication and problem-solving skills.”

Keep it concise. Employers receive many resumes, so make sure your resume is easy to read and only includes relevant information.

Finally, when it comes to including a skills section on your call center resume, make sure you use powerful and specific language. Here are some examples of effective skill sections:

Professional Skills: Strong communication skills, customer service expertise, ability to work well under pressure, proficiency in CRM software and call center technologies.

Technical Skills: Experienced with cloud-based customer service software, adept at navigating complex databases, broad understanding of customer data privacy and security protocols.

By showcasing your relevant skills and demonstrating how you can add value to a call center team, you can create a compelling resume that stands out to employers in this competitive space.

Work Experience

When it comes to detailing your previous call center work experience in your resume, there are a few best practices to keep in mind. These best practices include quantifying accomplishments and responsibilities, along with providing examples of call center work sections.

Best Practices for Detailing Previous Call Center Work Experience in a Resume

Focus on relevant experiences  – If you have worked in multiple call centers during your career, emphasize the experiences that are most relevant to the job you are applying for.

Be specific  – Provide details about your role and the types of calls you handled. For example, did you handle customer complaints? Tech support? Sales calls? Be specific and provide examples.

Highlight achievements  – Detail specific achievements and accomplishments from your past call center work experience. By quantifying your achievements, you can demonstrate your impact and value as an employee.

Include relevant skills  – List the skills that you acquired and used during your call center work experience, such as communication skills, problem-solving skills, and technical skills.

Use metrics  – Whenever possible, use metrics to quantify your accomplishments. For example, if you were able to achieve a high rate of customer satisfaction or reduce call wait times, include those statistics in your resume.

Quantifying Accomplishments and Responsibilities

To make your past call center work experience more impactful on your resume, you need to quantify your accomplishments and responsibilities. Here are a few examples of how to do that:

• Increased sales revenue by 20% through successful cross-selling techniques.
• Responded to an average of 50 customer complaints per day, maintaining a 95% customer satisfaction rating.
• Handled 80 calls per day with an average call time of 2 minutes or less.

By providing specific numbers and statistics, you can demonstrate your value as a call center employee and showcase your abilities to potential employers.

Examples of Call Center Work Sections

Here are a few examples of how to structure your call center work experience section in your resume:

Call Center Representative ABC Company June 2017 – May 2020

• Handled 75 calls per day, achieving a 92% customer satisfaction rating.
• Generated a conversion rate of 15% through successful upselling techniques.
• Trained new reps on company policies and procedures.

Customer Service Representative XYZ Corporation January 2015 – May 2017

• Consistently met and exceeded monthly quotas for sales revenue and customer retention.
• Provided technical support for customers experiencing software and hardware issues.

Education Section

When it comes to creating your call center resume, the education section is an important part that you shouldn’t overlook. Even if you don’t have a college degree, it’s still important to include any relevant education and training that you’ve received. Here are some tips on how to effectively convey your education in a call center resume:

How to effectively convey education in a call center resume

Be concise and clear:  Only include the necessary information and keep it simple.

Highlight relevant coursework:  If you have taken any courses that are specifically related to a call center job, make sure to include them.

Include certifications:  If you have any certifications, such as a certificate in customer service, that can also be listed.

Don’t forget about on-the-job training:  If you have any training that you received on the job, it can still be included in the education section.

List your GPA (if applicable):  If you have a good GPA, it can be an asset to your resume. However, if your GPA is low, you may want to leave it off.

Appropriate education level for a call center position

While a college degree isn’t always required for a call center job, having at least a high school diploma or GED is usually necessary. However, some call center positions may require additional education or training. For example, if you are applying for a technical support position, having a degree in a related field may be required.

Examples of effective education sections

Here are some examples of effective education sections that can be used as a guide when creating your own:

• Bachelor of Science in Business Administration, XYZ University, 2015-2019
• Relevant coursework: Customer service management, communication skills, marketing principles

Education and Training:

• Diploma in Business Administration, ABC High School, 2011-2015
• On-the-job training: Six months of customer service and sales training

Certifications and Training:

• Certificate in Customer Service, XYZ Training Center, 2018
• Training: Three months of call center operations training

Remember, your education section should be tailored to the specific job you are applying for. Highlight any relevant education and training that you have received and make sure to keep it clear and concise.

Basic Tips for Writing an Effective Call Center Resume

When it comes to crafting a strong call center resume, there are general tips that apply to any type of resume as well as best practices specific to call center resumes. It’s important to also be aware of common mistakes to avoid.

General tips for any type of resume

• Keep your resume clear, concise, and easy to read. Use bullet points and clear headings to organize your information.
• Tailor your resume to the job description. Highlight specific skills and experiences that align with the requirements of the position.
• Use action words to describe your achievements and responsibilities, such as “managed,” “resolved,” and “improved.”
• Quantify your accomplishments wherever possible. For example, instead of saying “handled customer complaints,” say “successfully resolved an average of 50 customer complaints per week.”

Best practices specific to call center resumes

• Emphasize your customer service skills. Call center roles require excellent communication and problem-solving abilities.
• Highlight your experience with call center software and technology. This includes familiarity with phone systems, customer relationship management (CRM) platforms, and call monitoring software.
• Mention any language proficiency. If you are bilingual or multilingual, this can be a huge asset in call center roles as it allows you to assist a wider range of customers.

Common mistakes to avoid

• Being too vague. Avoid using overly general terms or phrases that do not clearly convey your responsibilities or achievements.
• Failing to customize your resume. Using the same generic resume for every job application can make it seem like you’re not invested in the specific role.
• Listing irrelevant experience. While it’s important to include all relevant work experience, including irrelevant experience can make your resume less focused and effective.

By following these tips and avoiding common mistakes, you can create a call center resume that highlights your strengths and experiences, and ultimately helps you stand out to potential employers.

Call Center Resume Samples

As an experienced copywriter and subject matter expert, I understand the importance of a well-crafted resume. In this section, we will provide 25 sample call center resumes and analyze their strengths and weaknesses. Our goal is to help you identify what makes a particular resume stand out from the rest and how specific sections of the resume contribute to its overall quality.

Sample Call Center Resumes

We have curated 25 call center resume examples that showcase various styles, designs, and formats. We have chosen resumes from candidates with different levels of experience and skill sets to provide a comprehensive view of the field. Each resume will be analyzed in terms of its structure, content, and presentation.

Strengths and Weaknesses Analysis

Our team of experts will provide a detailed analysis of each resume, highlighting its strengths and weaknesses. We will identify key areas such as formatting, achievements, skills, and work experience to provide valuable insight into what makes a great call center resume.

Standout Resume Factors

We will also discuss what makes a particular resume stand out from the rest. By identifying key factors such as attention-grabbing opening statements, relevant skills, and quantifiable achievements, we will provide actionable tips to help you improve your resume and make it stand out in a highly competitive field.

Sectional Contributions to Overall Quality

To help you understand the importance of each section of the resume, we will provide an explanation of how specific sections contribute to its overall quality. We will review each section, such as the profile summary, skills section, work experience, and education and analyze how they add value to the resume.

Frequently Asked Questions About Call Center Resumes

When crafting a resume, it’s common to have questions about what information to include and how to present yourself in the best light. A call center resume can present some unique challenges, which is why we’ve compiled a list of frequently asked questions to help guide you in the right direction.

Common questions about resumes in general

What should I include in my resume? A: Your resume should include your contact information, a professional summary, work experience, education, relevant skills, and any additional certifications or training.

How long should my resume be? A: A standard rule of thumb is to keep your resume to one page, but if you have extensive work experience or additional relevant information to include, your resume can extend to two pages if necessary.

How do I format my resume? A: Use a professional and clean layout, with clear section headings and bullet points to succinctly highlight your experience and skills.

Questions specific to call center resumes

What skills should I include? A: Relevant skills for a call center resume include excellent communication, customer service, problem-solving, and multitasking abilities. Additionally, proficiency in call center software and a familiarity with customer relationship management (CRM) systems can be a plus.

Should I include metrics in my resume, such as call volume or resolution rates? A: Yes! Including specific metrics in your resume can help quantify your achievements and showcase your success in the role.

How do I handle gaps in my call center work experience? A: Be honest and transparent about any gaps in your work history, and use your cover letter to explain any reasons for time away from the industry. Additionally, highlighting any transferable skills or experience gained during this time can be valuable.

Answers to frequently asked questions

What are some common mistakes to avoid? A: Avoid misspellings and grammatical errors, using inappropriate language or tone, and failing to customize your resume to the job description. Additionally, be sure to include only relevant information and avoid including any personal information outside of your contact information.

How do I make my resume stand out? A: Along with including relevant skills and metrics, use keywords and phrases from the job description, and highlight any unique experiences or accomplishments that set you apart from other candidates.

Should I include a cover letter with my resume? A: Yes, including a tailored cover letter can help show your enthusiasm for the role and highlight your qualifications in a more personal way.

Crafting a call center resume is all about showcasing your relevant skills, experience, and accomplishments in a clear and professional way. By following these frequently asked questions and best practices, you’ll be well on your way to landing your next call center job.

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How to List Call Center Skills on a Resume: Best Skills and Examples

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What is a call center agent?

Why employers want to see call center skills on your resume, popular call center skills to add to a resume, how to list call center skills on a resume, how to improve call center skills.

When hiring call center employees, employers look for candidates who have a skill set that shows they work well with customers. Most customer-facing companies have some kind of call center to assist customers with any questions or concerns they may have. If you are interested in applying for a customer service position, learn more about the best call center skills to add to your resume. 

A call center agent, also referred to as a call center representative, is an employee who makes phone calls to customers and also answers calls from customers. If a call center agent is calling a customer, they are often inquiring about the customer’s satisfaction with the company’s service or product. A call center agent may also try to get a customer to purchase additional services or upgrade their current plan. When a call center agent answers the phone, they often are tasked with handling a customer’s question or concerns. Oftentimes, a call center agent must meet a quota of phone calls or customer resolutions. 

Employers want to hire candidates who can provide excellent customer service over the phone, and your resume is one way to show employers you have the skills to do that. Call center agents need to be effective communicators and have excellent problem-solving skills. To stand out among other candidates, you should reflect these and other relevant call center agent skills on your resume. 

When filling out the skills section of your resume, consider including these call center skills if you possess them:

Adaptability

A call center agent may experience all kinds of situations whether that be dropped phone calls or odd customer requests. The agent needs to be able to adapt to any situation, often in real-time since most of their job entails phone conversations. 

Communication

When working with customers over the phone, a call center agent needs to be an effective communicator. This means clearly explaining the company’s services and products to customers or offering straightforward solutions to any inquiries customers may have. 

Conflict resolution

When a customer calls the company’s call center, it’s typically because they have a question, comment or concern. When they have a concern, it’s important that a call center agent remains calm and friendly. It’s up to the employee to find solutions to leave the customer feeling happy and satisfied after the phone call. 

Customer service

This is one of the most important skills a call center agent must have because most of their job is working with customers. You want to show employers you can provide quality customer care that will positively impact the company’s reputation. 

Empathy 

When a customer calls, they are looking for someone who can understand their situation and help them find a solution. If a customer vents to you about their concerns, it’s useful to be empathic when finding a solution for them. By placing yourself in a customer’s point of view, you can provide better customer service. 

A call center agent is often considered the face of the company. When answering phone calls, it’s important to warmly greet customers and be enthusiastic. This helps customers feel like they are valued and respected by the company. 

Organization

During certain times of the year, a call center may get an influx of customer service calls. During busy times, a call center agent needs to stay organized. Agents need to make sure they are calling customers back and finding solutions for every customer who calls. Many call centers use a ticketing system to help agents prioritize customer requests. 

Some customers will be easier to serve than others. When working with a challenging customer, a call center agent needs to remain patient and helpful. Customer complaints should never be taken personally but rather be used to improve future customer experiences. 

Problem-solving

A great call center agent will have an in-depth knowledge of the company that will help them answer any customer’s questions. If the agent doesn’t know the answer, they should know how to use resources to help the customer with what they need. 

When customers call, they expect to have their call answered in a timely manner. Similarly, if you are calling customers, you need to get straight to the point. People value their time and should appreciate a call center agent who does too. 

Here are some steps you can follow to list call center skills on your resume:

1. First, scan the call center job description for keywords

Your resume should be as relevant to the job you’re applying to as possible. When deciding which skills to list on your resume, you should scan the job description for keywords. Some keywords you may find in a call center job description are problem-solving, customer service and effective communication. 

2. Second, choose which skills to list on your resume

Next, choose keywords that apply to your skill set and incorporate them into the skills section of your resume. Continue to think of other skills you have that are relevant to the position you’re applying to. 

3. Third, think of how these skills relate to the job

When choosing skills to list on your resume, you should only list skills that directly relate to the job. When deciding on each skill, think about how you would apply it to the job you’re applying to. This will help you keep your skills section concise.

4. Lastly, finalize the skills you list on your resume

If you only have two or three skills in your skill section, you may want to add a few more. Read through the job description again and see if there are any additional skills you could list. Likewise, if your skills list is taking up half of your resume, you should condense it to only list the most relevant skills for the position. This shows employers that you were thoughtful when deciding which skills to include on your resume.  

Here are some steps to follow to improve your call center skills: 

1. First, focus on your communication skills

By focusing on improving your communication skills, you are also improving your customer service skills. Along with talking, a big part of effective communication is listening. When on the phone with a customer, use active listening to learn what they need. Active listening means you fully concentrate on what they are saying and avoid talking over them. Then use what the customer told you to help them find a solution.

2. Second, practice your communication skills

To practice your communication skills, you could do a practice phone call with a friend pretending to be a customer. Run through scenarios where your friend has varying levels of questions and concerns. This will help you become prepared for different situations.

3. Third, learn from feedback

After you practice your phone calls, ask for feedback. Learn what you did well and what you could improve on. For example, learn if you are asking appropriate questions or if you sounded confident on the phone.

By using these tips, you’ll become a qualified call center agent and stand out among other candidates when applying for your next call center job.

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Call Center Representative Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the call center representative job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Assists candidates to create candidate profile in company Applicant Tracking System (“ATS”), resetting passwords, and providing guidance
• Cooperate with co-workers and management while working toward department goals
• Use current systems to research adjustments, medical record submissions, website inquiries, and provider concerns as directed by the Team Manager
• Answer provider calls by assisting them with questions regarding payment methodology, adjustments, claim adjudication, and other billing problems
• Providing company and product information following defined policies and procedures to provide a consistent level of excellent customer service
• Establishes a working relationship with hospital and other key accounts to maintain strong rapport and service levels
• Train and assist in the development of new hires
• Assist in catastrophe management to include emergency activations and in-activations, contractor coverage and capacity management
• Provide second level support for business support tools including time accounting, project and client financials, and internal e-learning
• Follow bank established guidelines regarding customer service and delivers excellent customer service in accordance with Valley’s mission statement
• Good time management abilities
• Provide backup support for frontline teams based on inbound volume
• Develop referrals from prospects calling to inquire on bank products and services
• Effectively work independently with little or no direct supervision to meet team and individual metrics
• Assist in coordinating and distributing Call Center work over other Call Center staff
• Demonstrate customer excellence in answering incoming phones and retrieval of voicemail messages
• Schedule patient appointments and procedures in a timely and accurate manner, and inform patients of any necessary preparation in accordance with established guidelines
• Initiate, route and follow-up on correspondence with clinicians regarding patient information, including efficient use of the electronic health record system in-boxes
• Request and obtain accurate and timely health records from outside providers to support continuity of care
• Prepare patient itineraries and assemble and mail patient information packets
• Efficiently perform general office duties, including faxing, imaging documents, mail sorting and delivery
• Applicants with experience that demonstrate attention to detail, ability to communicate with a diverse range of customers and an ability to learn on the job
• Computer proficiency and ability to learn new applications quickly
• Strong understanding of data entry and the ability to integrate multiple applications of hospital information systems
• Ability to defuse situations and resolve problems quickly and accurately
• Ability and history of interacting well with team members and customers in a professional manner while maintaining a safe work environment
• Ability to multi-task and handle multiple priorities and changes with professionalism
• Strong verbal communication skills with the ability to listen, persuade, negotiate and obtain resolution
• Fluent in conversational English and ability to proficiently read and write English
• Basic knowledge of PC applications
• Basic computer knowledge

15 Call Center Representative resume templates

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• Provides support to all processes as needed
• Manage inbound and outbound telephone interactions and provide consistent, exceptional service. Inquiries generally include: account information, questions on products, process and procedures and other related account issues. Be available to process administrative inquiries in-between calls
• Execute: Account Set Up, Non-Financial Updates and Financial Trades
• Resolves issues within the section
• Demonstrates Shared Responsibilities Day-to-Day Responsibilities and
• Must be available between the hours of 4:30pm-12:30am (Mon- Fri)
• Be flexible with overtime, especially during the RSP Season Jan - Apr - Daily attendance is paramount
• Be punctual and adhere to scheduled shift
• Executes the client's instructions within the corporate/departmental quality and quantity standards
• Ensures that client's instruction documentation meets the corporate and dealer requirements
• Ensures the confidentiality (CISP) of client accounts
• Always be compliant on every inbound and outbound call to manage risk, i.e. perform security checks on every call - Be courteous and friendly on the phones
• Display professionalism (Language and Attire)
• Deal with account issues immediately
• Manage outstanding items in a timely manner - Offer reasonable time frames and deliver on promises to clients
• Be available to customers
• Maintain a professional workspace
• Read and respond to emails and voicemails frequently
• Attend mandatory phone coaching on weekly basis - Work on special projects between calls as assigned
• Complete daily work on rejected documents in between calls
• Previous Call Centre experience preferred
• Previous Mutual Fund of Financial Industry knowledge preferred

Resort Call Center Representative Resume Examples & Samples

• Preferably with previous work experience in Hotel, customer services, or tourism industry
• Preferably with tertiary education qualification from Hotel, Hospitality or Tourism Management courses
• Preferably with computer skills and knowledge in Microsoft Office applications (Word, Excel, PowerPoint) and Chinese word processing
• Perform required tasks and validation steps to ensure production of timely and accurate employee payments, transfer of funds (EFT) and delivery of appropriate reports and related files for assigned Clients
• Conduct timely and accurate processing of cyclical events including month end, quarter end, and year end related activities
• Act as day-to-day liaison with Client designated contact(s) for payroll related processing events and system processing inquiries ensuring timely review and resolution of issues
• Ensure ADP performs payroll services based on client requirements while validating that ADP meets required statutory obligations
• Monitor and report on payroll performance metrics related to assigned clients
• Participate in testing and validation as required for product updates and cyclical processing events (such as year end processing)
• Consistently seek to maintain the integrity of client and employee data
• Maintain and adhere to quality controls throughout the payroll process as defined by ADP and Client
• Maintain client payroll procedure manuals and business process documents, as required
• 2+ years of Customer Service experience; 1+ year of Sales or Telemarketing experience
• Solid problem solving and time management skills
• Bilingual (English and Spanish
• Experience with live chat and social media
• High school Diploma/GED
• 2-4 years of customer service experience
• Passion for helping people
• College degree
• 1 year of sales or telemarketing experience
• Call Center and/or Banking experience
• 2+ years of extensive Inbound Call Center experience
• Foreign language skills
• Call Center and/or Healthcare experience

Assoc Technical Call Center Representative Resume Examples & Samples

• Projects an attitude of service, empathy, and patience to all customers under all circumstances and ensures caller understands and has complete information
• Listens carefully and attentively to identify & understand concerns and anticipates callers’ needs
• Promptly and accurately addresses caller’s inquiries using various administrative systems
• Utilizes various resources (computer systems, published materials, websites) to assess the situation to determine an appropriate course of action
• Listens to customers’ and internal stakeholders’ needs and is proactive in delivering 100% satisfaction
• Maintains quality service by following policies and procedures
• Uses computerized systems for tracking calls, information gathering, timekeeping and troubleshooting
• Provides program and technical support and troubleshooting via phone
• Works assigned shift within 8:00 a.m. - 8:00 p.m. Monday through Friday hours of operation. Shifts may also be assigned on Saturdays when test administrations are being held
• General knowledge of and basic experience with computer networking and communication
• Demonstrates technical understanding of PC/Mac operating systems and web technology
• Background in the following applications and services: Microsoft Office Suites, email programs (Outlook, Hotmail), internet tools such as browsers (IE, Netscape, Firefox, Safari, etc), internet service providers (AOL, MSN, Comcast, AT&T, etc), computer operating systems (Windows and Mac) and some PC hardware skills
• Good troubleshooting and listening skills to facilitate problem solving with customers and colleagues
• Able to communicate and respond to customer inquiries both verbally and in writing
• Demonstrates proven success with attention to detail and accuracy when providing information to customers
• Working knowledge and proven success with Microsoft Word, Excel and able to easily navigate in a windows environment
• Previous success in a call center or customer service role
• Experience with call tracking software preferred
• Speaks with clients regarding service request or problems; documents, evaluates and resolves customer’s inquiries
• Represent AEGON with professional pride to internal and external customers
• Up to 1 year experience with call center or customer service experience/training
• Ability to consistently complete work within standard time frames set by department
• Ability to work independently and seek additional opportunities when able
• Ability to work in a team environment to develop integrity, trust and respect of coworkers at all levels
• General understanding of life and annuity products a plus

Intermediate Call Center Representative Resume Examples & Samples

• Excellent customer relations skills with an emphasis on maintaining customer loyalty, resolving customer complaints and creating positive, memorable customer experiences
• FINRA Series 6 license (may be obtained within the training period)
• Research and problem solving skills in order to surface an issue, analyze it and implement the most effective corrective action
• The ability to work well under stress and high call volumes
• The ability to interpret contracts and plan documents to educate customers
• Prior customer service experience and/or training
• Fundamental computer knowledge and ability to maneuver within windows applications
• Basic understanding of Microsoft office suite; specifically Word and Excel
• Prior call center or contact center experience and/or training
• Experience working within a computer mainframe
• Skills Advantage Work Ready Certificate
• Citigroup services a variety of clients approximately 40 in total
• Manage inbound telephone interactions and provide consistent, exceptional service. Inquiries generally include: account information, questions on products, process and procedures and other related account issue
• Manage Outbound telephone NIGO interactions , Provide Consistent, exceptional service
• Previous Call Centre experience
• Previous financial industry experience
• Education: High School diploma or GED required: College and University degree preferred
• Excellent verbal and written communication (English, French / Cantonese if applicable)
• Microsoft Office/ Outlook/ Window 7
• Competent in multiple computer applications
• Demonstrates the ability to identify and resolve problems

Assoc Call Center Representative Resume Examples & Samples

• Identifies customer needs and expectations
• Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials and websites)
• Serve as primary contact for inbound customer issues. Escalate more technical product-related issues to the proper Product Support department
• Pleasant, friendly and has good telephone etiquette and written communication skills
• Comfortable answering questions over the phone or via e-mail & chat
• Able to work independently within specific time constraints; problem solve and multi task
• Prior experience working with the public in a customer service oriented role
• 2+ years of experience in Customer Service role
• Post-High School education/training or equivalent combination of education and experience
• Previous experience with Accounting, Reconciliations, Accounts Receivables, etc
• Solid quantitative and analytical skills
• Previous experience with Healthcare/Insurance systems
• Minimum 6 months Walt Disney World experience
• Previous Call Center experience
• Previous Walt Disney World Resort Front Desk/Guest Services experience
• 2-4 years in a customer service role
• Prior experience in telemarketing and/or sales
• Banking knowledge
• Inputs data into software within required deadlines accurately
• Record necessary changes/updates as appropriate
• Ensure that all internal controls and procedures are followed
• Research, communicate and accurately resolve basic customer service needs according to the commitments and standards set forth by the department
• Comply with department processes, procedures and/or programs
• Execute administrative duties as assigned
• Additional responsibilities as assigned
• High School Diploma or GED required; Associate’s Degree in Business, Communications or a related field preferred
• 1 year of relevant work experience
• Bilingual preferred (English and Spanish preferred)
• Ability to work in a team environment as well as independently
• Proficient use of applicable technology
• Computer proficiency
• Prior experience in a call center or healthcare industry
• Prior experience with EPIC
• Foreign Language skills
• 1-2 years customer service or sales experience
• Strong organizational and excellent follow up skills
• Detail-oriented with the ability to multitask
• Light sales skills
• General Computer skills, including knowledge of Microsoft Office applications
• Able to flexibly and positively respond to changes in workflow, work volume, coverage requirements and interruptions
• High School Degree or equivalent
• Prior experience in a call center or customer service role within the health insurance industry
• Ability to work in a high pressure, fast-paced environment
• Sharp investigative and analytical skills
• Some college experience
• Knowledge of Medical terminology and medical billing coding
• Provides information on a variety of complex customer service issues regarding retirement products and/or transactions focusing on customer satisfaction, quality and efficiency
• Educates customers on product and investment alternatives and provides guidance as it relates to retirement planning
• Speaks with clients regarding service request or problems; documents, evaluates and resolves customer inquiries
• Function within a team based environment and actively participate in department goals
• Make recommendations for improvements in productivity or quality of services
• FINRA Series 6 license (may be obtained during new hire training)
• Assists plan participants with setting up and creating an investment strategy for retirement
• Educates customers on plan/contract provisions, fund performance and administrative services
• Provide guidance to plan participants with transfer allocation changes and loan transactions
• Routinely identify and act upon asset retention and gathering opportunities
• Utilize and gain proficiency with automated workflow system and other computer programs used in department
• Strong communication skills and the ability to explain complex issues in a clear and concise manner
• Financial Services experience

Evening Call Center Representative Resume Examples & Samples

• Answers incoming phone calls
• Previous switchboard experience is a MUST
• Good communication skills both written and verbal
• Must meet MileOne hirig critera which includes a drug and background check
• Up to 1 year experience with call center or customer service experience/training preferred
• Skills Advantage Work Ready Certificate, Optional
• Fundamental computer knowledge and maneuverability within window applications. Basic understanding of Microsoft office suite, specifically Word and Excel. Experience working within a computer mainframe a plus

Medical Call Center Representative Resume Examples & Samples

• 1-2 years of experience in health plans or customer service
• Comfortable working in a busy environment
• Experience with Health Insurance
• Experience with Medicare

Call Center Representative / Switchboard Resume Examples & Samples

• Directs caller to appropriate department or individual or takes a thorough message
• Assists with clerical duties as requested
• Maintains a professional appearance
• Prior experience with Microsoft Products
• Personable phone manner
• Prior experience doing phone customer service work in the healthcare industry
• Strong telephone soft skills gained from prior customer/patient experience in a similar call center role
• Previous experience using EPIC
• Proficiency with computer platforms and applications
• Some college coursework
• Associate's or Bachelor's Degree
• 2+ years of previous experience working in an inbound call center environment
• Ability to answer medical questions
• Prior experience within a call center
• Compassionate and empathetic
• Proficient with office equipment such as printer, copier, fax, scanner, etc
• Commitment to guard Protected Health Information and adhere to HIPAA guidelines
• Healthcare Call Center experience
• Healthcare background
• Proactive outreach to retain customers and maintain high level of customer satisfaction
• Work as a part of a unique, customer centric team
• Put yourself in the customer’s shoes and do what it takes to turn bad experiences into great ones
• Educate customers on the specifics of our service and how to make the most out of their membership
• 1 year+ experience in a call center or customer service team
• 1 year of related experience
• Proficiency with computer platforms and applications, particularly Microsoft Excel
• Knowledge of Unity 23, Mysis and HHC Advantage

Customer Service Call Center Representative Resume Examples & Samples

• Performing a variety of transactions on the customer’s behalf such as: funds transfers, stop payments, debit card increases, address changes and check orders
• Opening and processing all types of consumer deposit accounts over the telephone and through internet applications and taking consumer loan applications over the phone
• Suggesting appropriate products and services to existing and prospective customers and cross-sells other bank services such as Visa Credit Cards
• 1+ year of relevant work experience
• 3+ years of relevant work experience and/or a Bachelor's Degree
• Prior Healthcare or Service experience
• Prior call center and telemarketing, inside sales, or customer retention experience
• Must be computer proficient in MS Office
• Previous experience in sales
• Answer incoming calls from customers, document all necessary information and take comprehensive notes regarding calls
• Enter and process customer orders and requests in an accurate, timely and efficient manner
• Must meet or exceed quality metrics and customer expectations
• Use excellent communication and customer service skills to provide customers with accurate, consistent, and timely responses
• 1-3 years of experience in customer service in a call center environment
• Ability to research and analyze data effectively
• Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers

Customer Support Call Center Representative Resume Examples & Samples

• Compose emails in response to dealer and service center inquiries
• Correspond in a professional and courteous manner
• Convey excellent telephone, written (typing and composition), PC computer, and
• Work and problem solve in a fast paced environment
• Demonstrate detail oriented work ethic with strong organizational skills
• Display knowledge of Fender products
• Minimum of 1- to 2-years of telephone sales or customer service experience
• Strong PC computer skills with particular strength in internet communication
• Knowledge of Fender product lines is strongly preferred
• Ability to work and problem solve in a fast-paced environment with minimal supervision
• Detail oriented with well-developed organizational skills
• Answers inbound calls and addresses queries from potential candidates regarding job openings along with various other types of inquiries and requests
• Makes outbound calls in response to candidates received through other media including voicemail and email
• Responsible for ensuring completion of all relevant fields on ATS to ensure complete candidate profiles
• Ensure the timely flow of candidate information to Project Staffing Services for follow up
• Supports the Call Service Supervisor and Call Center Manager to deliver on projects in a timely manner and in accordance with any agreed service level agreements
• Additional duties as deemed appropriate or necessary by management to support business needs

Claims & Policy Services Call Center Representative Resume Examples & Samples

• Creates the customer experience that builds loyalty and persistency by presenting our customer with high-quality tangible value-added services through a focus on attitude and accommodations of Berkshire and Guardian’s disability insurance products, services, company operations and initiatives
• Supports Berkshire’s and our customer’s standards for service quality and time standards. This primarily involves providing internal and external clients with courteous, prompt and accurate information relating to Berkshire’s and Guardian’s Disability Insurance products and services
• Serves the critical role of listening to customers and identifying needs, wants and expectations
• Provides consultation, guidance and problem resolution for fellow associates and to all internal and external customers as they relate to the various Claims and Policy Services functions and services
• Upholds quality assurance of associates through regular check-pointing of work. This includes performing effective correspondence and process evaluations and providing constructive feedback to peers
• Performs additional assignments as required
• Demonstrated accountability and initiative for providing excellent customer service through demonstrated ability to listen, express empathy and concern
• Meets expectations for accuracy and quality of work
• Excellent verbal and written communication skills, both internal and external customer
• Demonstrated ability to exercise good problem solving and judgment
• Ability to become proficient with Berkshire systems (CLOAS, Tracking, Client Manger an GUI systems)
• Must exhibit a positive attitude and remain in control during stressful situations
• Demonstrated ability to organize, prioritize and manage multiple tasks within time expectations
• Demonstrated ability to remain adaptable and contribute to a work environment that seeks and recognizes continuous improvement
• Demonstrates the confidence to take ownership and responsibility to follow-through on commitments with aim to exceed customer expectations
• Willing to develop an expertise of disability products and services
• Understands impact of work on the areas of the business
• Understands how individual and unit goals support broader department and corporate goals
• Practical knowledge of the Claims and Policy Services organization

Inside Sales Call Center Representative Resume Examples & Samples

• Minimum of High School diploma or equivalent
• Minimum of 2 years of Sales Experience preferred
• Excellent Communication Skills, both oral and written
• Excellent persuasive selling and relationship skills
• Proficient knowledge of Microsoft Office
• Interacting with customers via telephone and email
• Field general inquiries and objection resolution
• Verify and confirm accuracy of customer applications
• Maintain excellent, friendly relationships
• Maintain standards set by management
• Follow verbal and written instructions
• Ability to handle several tasks simultaneously
• Effective attention to detail
• Easily adapt to change
• Basic typing skills and proficient with Microsoft Word, Excel, and Outlook
• Ability to take ownership of tasks and execute follow up procedures to gain resolution
• Identify areas of opportunity and utilize skill/knowledge to suggest improvements
• Route calls to appropriate resources
• Complete all assigned call backs
• Provide accurate, timely client work orders which result in highly satisfied customers
• Adhere to business unit specified client driven standards
• Complete data entry using multiple work request applications
• Maintain individual productivity statistics/performance metrics
• 1 year in a customer service environment, call center preferred
• Ability to function effectively in a dynamic work environment
• Excellent business writing and verbal communications
• Arrive for shift on time and in proper uniform
• Answers inbound telephone calls where transactions include restaurant reservations, hotel reservations and other requests from casino and hotel guests
• Performs outbound calls to patrons to confirm reservations and to correct email/home addresses while informing the patron of any current promotions/offer
• Provides guests with a clear picture of the Sands’ products and services; always leading the call without failing to listen to the voice of the customer
• Ensures that guest requests for reservations and other services are met and confirmed within the guidelines established by management
• Routes escalating, difficult and complex situations to shift manager
• Properly use equipment, tools or systems to complete assigned tasks and complies with company safety standards
• Develop a working knowledge of any PGCB rules, regulations and Internal Controls applicable to your position
• Complete all paperwork in accordance with PGCB and approved Sands’ standards
• Read and understand the Sands Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons
• Provide superior customer service to all internal and external customers in compliance with the Sands’ Standards of Steel customer service standards
• Adhere to and complies with both departmental and overall property policies and procedures
• Perform any other related duties as assigned
• Provides information and generates sales of group and individual tickets and vacation packages through telephone, email, and in-person contact. Manages large amounts of inbound and outbound calls in a timely mannder. Answers inquiries by clarifying desired information; researching, locating and providing information. Fulfills requests by clarifying desired information; completing transactions; and forwarding requests as required. Sells and upsells additional Kennedy Space Center Visitor Complex products by recognizing opportunities and explaining features and attractions. Maintains call center database by entering information and ticket reservations into central reservation ticketing system. Communicates with other departments to calendar special programs/events as needed. Refers business partners/clients to the appropriate Sales Managers for negotiation and contracting
• Uses proper grammar, communication, & tools to effectively and efficiently to handle customer inquiries and/or service issues. Updates job knowledge by participating in training and other educational opportunities
• Meet personal/team qualitative and quantitative sales goals and targets. Produce and/or complete Call Center and other reports as required
• Three to five years experience preferred in professional call center or communications field
• Daily management of open cases and new cases on retirement, death and claims advocacy cases which includes interaction with the employee, survivors, funeral homes, insurance companies and/or internal Administration
• Daily management of e-mailbox which includes new cases and client escalation
• Provides effective client services, ensuring the successful recovery of accounts in accordance with client and state guidelines and Mercer’s business objectives
• Documents and updates patient account information in Mercer’s data information system timely and accurately
• Run daily reports to ensure cases were directed to the RISS representatives correctly. Take ownership of any misdirected cases
• Coach, Train and mentor Participant Services Representatives on RISS product including coaching on misdirected cases
• Implement new clients into RISS product
• Field incoming calls to support main call center during high call volume periods as needed
• Assist with sensitive call outs or campaigns for Clients as needed
• 2+ years experience in healthcare benefits
• 1+ years Participant Services experience PSR II+ preferred
• 2+ years in call center environment performing collection/revenue cycle functions, preferably in a healthcare or patient care environment
• Attention to detail and quality
• Follow up and Follow through
• Identification of Trends
• Mercer’s Quality programs and initiatives
• System knowledge (Mercer specific systems) preferred
• Siebel required
• Proficient with Excel, Word, Powerpoint
• Communication – written and verbal
• Procedure documentation
• Client project management
• Influencing others
• This position answers general questions and requires basic knowledge of position
• Asks appropriate questions and serves as a resource of information when attempting to retain existing business
• Enters all information related to the call for tracking and reporting purposes
• Develops relationships with both internal and external customers
• High school diploma required and college degree preferred
• Customer service or sales experience preferred 0-2 years customer service experience preferred
• Excellent written and verbal communication skills to effectively interact with customers
• Excellent organizational and time-management skills to handle multiple tasks
• Above average problem solving skills to resolve customer service issues
• Basic computer skills and the ability to navigate through multiple systems without assistance
• Appropriate license must be obtained if necessary for position
• Core competencies include

Senior Healthcare Call Center Representative Resume Examples & Samples

• Answer in-coming calls from the Provider Inquiry Line and the Fraud Hotline
• Incoming calls can be from members and/or Providers questioning claim status, review status, appeal status and/or reporting of fraud
• Logging of all in-coming calls in a Call Tracking Documentation System
• Maintains accuracy standards of 97% or greater
• Maintains adherence standards of 95% or greater
• Ensure adherence to state and federal compliance policies, reimbursement policies and contract compliance
• Works independently and as part of a team
• Act as a resource for others
• Strong oral communication skills, listening abilities, and problem solving capabilities
• Ability to maintain a pleasant, courteous and helpful demeanor at all times
• Ability to process and route calls in a timely manner
• Ability to diffuse irate or difficult callers
• 2+ years of working experience in a Call Center or Customer Service setting
• Experience making outbound calls
• Prior working experience with an EMR / CRM System

Benefits Call Center Representative Resume Examples & Samples

• Answer associates’ questions about benefits and assist associates in resolving issues with receiving benefits
• Work with other areas of Corporate Benefits to support open enrollment, benefit plan roll-outs, dependent audits and other initiatives
• Strong communication (written, verbal, and listening) and relationship building skills
• Must be able to multitask, prioritize and problem solve effectively
• Answer, research and resolve inbound calls from members, providers, and other external customers
• Document each contact accurately per established department requirements and service standards
• Maintain a thorough and current comprehension of all aspects of delivery system, in order to provider effective and efficient responses to inbound inquires
• Ensure that organization standards pertaining to telephone quality are achieved and maintained in compliance with establishing goals for target and stretch in this critical area of performance
• Ability to communicate CMS(Medicare) Policies to callers in a clear and concise way
• We have opportunities for work-at-home, local and travel assignments

Union Call Center Representative Resume Examples & Samples

• Responsibilities include answering incoming calls from vision providers requesting status updates on their eyeglass and contact orders
• Will make changes to orders as necessary and work with other internal departments handling appeals
• Working hours 10:30 am to 7:00 pm Monday through Friday with overtime as needed
• 1+ year of experience in a Customer Service role analyzing and solving customer's problems
• Ability to create, copy, edit, send and save using Microsoft Word, Excel and Outlook
• Bilingual in English/Spanish Preferred
• Ability to rotate from the Call Center to the Front Desk as required
• Dispatches and assigns service requests
• Supports the leaders in support services and should be Customer oriented. Relates to all customers in a friendly, accommodating, and respectful manner that creates good will
• Sets high personal standards of performance and accepts responsibility and accountability of all actions
• Committed to performance improvement and positive change and adheres to department dress code and proper hygiene when reporting to work and performing job duties
• Candidate must be English/Spanish - Bilingual
• Prior experience in healthcare subrogation, property casualty insurance, workers compensation or law office work related to healthcare claims
• Medical terminology knowledge with knowledge of ICD-9/ICD-10 and CPT4 codes
• Ability to communicate with a wide array of parties including members, medical providers, attorneys and insurance carriers
• Able to work in a fast paced environment with workflows that change daily
• Organization, attention to detail, good fit with department culture
• Decision making, ability to make sound and timely decisions
• Initiative, make things happen rather than reacting to situations
• Perseverance, try alternatives when first efforts fail

Health Care Call Center Representative Resume Examples & Samples

• Accurately respond to inbound healthcare claims and/or member telephone inquiries
• Review, prepare, and process paper-based claims, industry-standard claim forms (e.g., universal claim forms), or direct member reimbursements
• Ensure customers receive the best service through accurate and timely responses using online systems
• Prior experience working within the healthcare claims field preferred
• Perform outbound fraud verification
• Complete account maintenance, address changes, lost/stolen reports, and returned mail updates
• Obtain and analyze credit bureau information; verify employment and income; ensure compliance to adverse action; open new account types; work the mail/phone queues; assist in special projects
• Decision accounts via the judgmental queues or reports
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Ability to carry out simple one- or two-step instructions. Ability to deal with standardized situations with only occasional or no variables
• Ability to provide outstanding customer service to external and internal customers; excellent written and verbal communication skills; well organized and detail oriented; computer navigation and keyboarding skills

Call Center Representative Bilinugal Resume Examples & Samples

• Handling inbound customer requests via email or telephone
• Using our internal tracking system, document and track the nature and scope of issues and the actions taken to resolve the call
• Escalate issues that cannot be resolved by first level per internal protocols
• Assisting our fraud and security agents with related issues
• One year of relevant experience in a related setting or environment is required
• Two or more years of relevant experience in a related setting or environment is preferred
• Bilingual in English and Spanish, both written and verbal skills is preferred
• ​Customer Service skills
• Typing at 45 words per minute is required
• Computer program experience and knowledge
• Typing at 60 words per minute is preferred
• Proficient in Microsoft applications such as Office Suite (Word, Excel, PowerPoint, Access, Project and Outlook)
• Experience working in a professional environment
• Corporate Real Estate experience
• Physical Work Requirements and Work Conditions
• Reps are required to sit at a desk and talk on a phone / headset while typing on a computer for the majority of the work day
• Answer incoming calls from plan participants and provide accurate answers regarding defined contribution retirement plans, defined benefit retirement plans, health and welfare benefit plans, and other human resource related services. These inquiries are handled by communicating in a clear, concise, and confident manner in order to provide an excellent customer service experience in a fast paced work environment
• Ensure that all transactions are submitted in a timely and accurate manner
• Resolve all participant inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary
• Act as a successful team member by being receptive to feedback/coaching, follow all standard operating procedures, display reliability, and have a willingness to develop and consistently improve
• 1-2 years customer service experience in a benefits outsourcing call center
• Excellent communication skills (both verbal and written), ability to delivery, ability to research, follow up and resolve sensitive issues, proficient in working with web based applications and Microsoft Office, keyboarding (greater than 40 wpm), proficiency with all proprietary/internal systems, fluency in Spanish is a plus
• HIPAA certification required upon hire
• Promote, recommend, and sell Musical products and services utilizing consultative selling techniques to maximize customer satisfaction and results
• Articulate the advantages of our company over the competition
• Communicate information during the initial call to minimize the need for future contact and escalation
• Meet/exceed all performance expectations including products sales, add-on sales, call handling metrics, and quality standards
• Practice continuous quality control in the processing of all customer orders to prevent any problems during order fulfillment
• Initiate contact with other departments as needed to resolve problems as well as communicating the appropriate information to the customer
• Stay informed of current competitive offers and products in order to position company products/services in a confident manner
• Successfully attain Level 1 Saba Certification

Healthcare Call Center Representative Resume Examples & Samples

• Provide world class customer service to customers by answering questions, resolving issues and assisting with pharmaceutical and/or medical health transactions
• Provide pharmacies, medical facilities, insurance providers and members with routine information regarding effective dates of coverage, claims history, deductible and coinsurance amounts, and general plan benefit information
• Address claims related issues, concerns and escalations from insurance providers and/or members
• Review, prepare and process pharmaceutical and medical claims, including potential grievance, appeals and coverage determination
• Quote and provide information on benefits, medical, prescription, dental and vision member deductibles, maximum out-of-pocket limits, co-pays, co-insurance details and accumulations
• Research complex issues for customers, supporting their requests, making outbound calls to provide customers with updates or to gain additional information
• At least one year of previous customer service related experience preferred
• You will receive strong preference if you have experience working with Medicare, Medicaid, Affordable Act, Commercial, Small/Large Group and/or Pharmaceutical Benefits Management
• Excellent communication skills – verbal and written
• All new associates start with an afternoon/evening shift that includes four weekdays and either Saturday or Sunday. Two days off each week may – or may not – be consecutive days

Call Center Representative Financial Services Resume Examples & Samples

• Provide world class customer service to customers by answering questions, resolving issues and assisting with financial transactions
• Process routine service requests for purchases, redemption's, transfers, new account set-ups and other maintenance items requested by the customer
• Perform special project assignments from time to time, such as research work, obtaining special authorizations, outbound calls and data entry

Call Center Representative Associate Resume Examples & Samples

• Provide excellent customer service to patients, physicians and coworkers
• High school diploma or equivalent combination of education and experience is necessary
• High enthusiasm and energy

Retention Call Center Representative Resume Examples & Samples

• Call subscribers who have scheduled stops for nonpayment and collect renewal payment
• Call subscribers to obtain updated auto pay information after a returned payment
• Inbound call back line from messages left on machines
• Take ownership of customer issues, take action to address any issues and follow up as necessary to ensure continued resolution
• Proper entries and documentation in circulation system for tracking and reporting purposes
• Drive digital engagement by confirming emails on file and offers for our digital products
• Good phone skills and professional phone presence
• Self-motivated and results driven
• 1+ year’s customer service experience
• Excellent communications skills
• Good computer navigation skills
• Critical thinking and problem solving skills
• Excellent work ethic and punctuality
• Manage all provider contact in a highly professional and sensitive manner
• Responsible for inbound and outbound calls, addressing all provider inquiries
• Communicate with providers to provide claims status, appropriate case information, and recoupment information
• Maintain detailed customer notes in a ticketing system, documenting every contact with a provider and reporting potential issues to the Team Manager
• Provide first and/or second level problem resolution to customers, performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment
• Assist customers through telephone calls and email
• Assist customers with program questions, process support, web portal assistance, case status and follow up
• Escalate trouble tickets as needed. Properly note, categorize and log tickets. Support ad hoc requests as needed
• Possess problem-solving skills and patience to instruct callers on the steps to take to resolve issues
• Ability to work both independently and within a team environment
• Ability to work in a fast-pace environment and adapt quickly to changes in processes and procedures
• HS degree; AA degree preferred
• Health Insurance
• Healthcare Providers

Call Center Representative Intermediate Resume Examples & Samples

• High School Diploma or an equivalent combination of education and experience
• 2-3 Experience in Outpatient Ambulatory setting and/or Secretarial experience, Word, Excel, MiChart and Aspect Phone system
• Experience working within a large, complex health care setting, and scheduling patient appointments
• Ability to work in an environment with multiple staff
• Demonstrates excellent interpersonal skills
• Must be an active team player with the ability to work independently; possess strong organization and prioritization skills; ability to handle multiple responsibilities in a fast paced environment, and demonstrated problem solving skills
• Familiarity with UMHS electronic medical record systems is preferred
• Background Screening
• Answer incoming calls from plan participants and provide accurate answers regarding defined contribution retirement plans, defined benefit retirement plans, health and welfare benefit plans or other human resource related services. These inquiries are handled by communicating in a clear, concise and confident manner in order to provide an excellent customer services experience in a fast-paced work environment
• Act as a successful team member by being receptive to feedback/coaching, follow all standard operating procedures, display reliability and have a willingness to develop and consistently improve
• 1-2 years customer service
• Excellent communication skills (both verbal and written), ability to research, follow up and resolve sensitive issues, proficient in working with web based applications and Microsoft Office, keyboarding (greater than 40 wpm), fluency in Spanish a plus
• Customer service, sales and/or influencing others
• Multitasking and time management skills
• Wellness program with discounts & rewards
• The standard benefits (medical, dental, vision, 401k)
• Bachelor’s degree or one year of work experience in a customer service environment
• Stellar communication and customer service skills
• Experience in a fast paced and changing environment
• Basic computer know-how
• Ability to read, speak and write Spanish
• Processes member transactions and provides product and service information over the phone
• Contributes to departmental goals by handling appropriate call volumes
• Completes work with accuracy and efficiency
• Achieves acceptable call observation results
• Uses consultative approach in order to meet member's needs. Identifies and corrects member account issues
• Provides suggestions for improving department and credit union operations
• Assists the department by completing projects and reports related to the department. Provides back-up for the Back Offices Operations staff as necessary
• Inputs basic loan information into system for processing
• Promotes safety at all times and complies with safety/ergonomic standards as outlined in relevant company published manuals
• Exceptional communication, organization, time management skills, and knowledge retention
• Great interpersonal skills and phone etiquette
• Ability to multi-task and keen attention to detail
• Basic computer skills in MS Word and Outlook
• Answers complex calls, performs research, processes more complex customer requests, documents as appropriate, and responds both verbally and through writing. May also make outbound calls
• This position may offer and explain other lines of business to existing customers and transfers to appropriate individual as necessary
• Customer service or sales experience preferred 2-3 years of customer service or sales experience required or relevant experience

Facility Call Center Representative Resume Examples & Samples

• Attracts potential customers by answering product and service questions
• Reviews solution options and/or temporary solution
• Communicates progress of problems to relevant parties
• Supports in determination of problem priority and service levels
• Supports the implementation of corrective actions
• Coordinates and facilitates problem resolution by engaging a variety of support teams
• Escalates issues for resolution, to avoid reoccurrence or close problem
• Assists with the identification of the resources to which the problem should be escalated
• Education: High School Graduate (or GED)
• Experience: Must have excellent phone etiquette and demonstrate proficiency in operating modern communications systems/equipment and office equipment; ability to understand, recall and memorize written and verbal instructions; skill in promoting positive interpersonal relationships. Knowledge of Medical Terminology, Health Insurance and Radiological Procedures helpful
• Employee completes initial and ongoing training and competencies as defined by service line, facility and department/unit which are specific to the needs of the patient population served (if applicable)
• Providing assistance with website navigation and placing CVS.com and Photo web orders
• Following-up with local CVS stores to ensure script is ready as promised when necessary
• Specialty programs such as surveys, promotional sales, and store follow up calls
• Efficiently accessing multiple electronic systems and LAN/PC to provide complete response
• You will need to have a flexible schedule to accommodate business needs including evenings, weekends and holidays
• Applying basic office principles
• Providing basic customer service
• Following instructions and guidelines
• Entering data
• PC skills; Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applicable applications
• Communicating with co-workers to provide and receive direction

Service Call Center Representative Resume Examples & Samples

• Contacting and communicating with customers to identify automotive needs
• Make a high volume amount of outbound calls
• Set sales appointments for customers and pair with sales advisor
• Respond to internet inquiries from customers by email with vehicle information
• Great customer service skills & motivation to be successful
• Be able to create and maintain customer relationships
• Strong computer & phone skills (ADP, Outlook, Excel)
• Prior sales, receptionist, call center, or BDC experience preferred
• Appointment setting experience a plus
• Respond to high volume inbound telephone inquiries from potential patients of the dental practices we support
• Schedule and confirm new patient appointments
• Compassionately handle questions/concerns as helping comsumers is our #1 goal
• Use trained sales tactics to reach company goals of appointments set
• High School Diploma required; Associates or Bachelors preferred
• Retail, sales, food service, marketing, or customer service experience preferred
• Strong keyboarding skills
• Outstanding verbal communication and customer service skills
• Bilingual in Spanish and English a plus
• Passion for helping others
• Drive to succeed and desire to grow within an organization

Member Services Call Center Representative Resume Examples & Samples

• Handles inbound calls, which are widely varied in content, require troubleshooting and occasionally may deviate from standard screens, scripts, and procedures
• May receive and respond to customer service inquires via mail, fax, or email
• Partners with internal teams to reach resolution on more difficult inquiries
• Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills
• Provide routine and more complex administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages
• Coordinate calendar and schedules including: coordinate calendars for several managers or coordinates events for department
• Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material
• Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process
• Perform transcription of dictated physician notes
• Assist with training and orienting staff as needed
• Provide cross coverage as needed
• Assist with special projects as directed
• Follow HIPAA guidelines for the management of patient privacy and confidentiality
• Acts as a resource to other staff members across Endoscopy unit as well as other departments when necessary
• Utilize the scheduling system including creating the monthly Endoscopy schedule, tracking away dates, adjusting provider’s scheduling blocks, tracking and releasing make up Endoscopy sessions and moonlighting sessions
• Receives and greets all visitors and staff with positive interpersonal skills, being polite friendly and courteous at all times
• Prepares, organizes and maintains the monthly Endoscopy Critical Reporting data. Maintains accurate filing system to retrieve information when needed
• Prepares, organizes and maintains the Endoscopy ACLS/IVCS certification status. Provides providers information on signing up for courses to maintain their certifications. Maintains accurate filing system to retrieve information when needed
• Prepares, organizes and maintains the Endoscopy ERCP weekend call schedule
• Assists the Endoscopy Billing Systems Coordinator in posting and charging revenue weekly
• Prepares, organizes and maintains the scorecard for the Medical Director
• Supports the Endoscopy Medical Director in sending out Epic letters, distributing mail, preparing expense reimbursement and check requests, transcribing dictations, prep for the weekly clinic sessions, schedules travel arrangements and prepares travel itineraries
• Prepares, organizes and maintains the Harvard CV for the Medical Director
• Prepares, organizes and maintains the Advanced Fellowship program for Endoscopy. Coordinates the complex itinerary for each interviewing fellow in conjunction with the advanced endoscopists’ schedules. Is the point person for all questions from applicants regarding the Advanced Fellowship program
• Supports the Endoscopy Administrative Director in preparing expense reimbursement and check requests, coordinating meetings, scheduling conference rooms, maintaining email distribution lists, emergency contact listings and other administrative responsibilities as directed
• Receives and directs all incoming calls in a polite manner, identifying the Endoscopy Center and stating name. Triage calls to the appropriate individual/area being courteous and professional. Takes messages utilizing appropriate forms in a legible and accurate manner
• Maintains a positive and professional working relationship with all ambulatory personnel. As a team player is cognizant of the fact that dependability and reliability are important components to ensure efficient operations of the practice. Understand that commendable attendance and punctuality are important aspects in measuring commitment and dedication to teamwork and the practice
• Accepts any assignment in accordance with departmental needs by performing work duties at our main hospital location. This may also include varied hours for start/end of work day when advanced notification is provided. Is willing to assist others when necessary or when assistance is apparent and acknowledges that all duties are shared in order to promote efficiency in the overall operations of the practice. Performs other tasks as directed
• Ensures compliance with all hospital policies including patient confidentiality and attendance/punctuality. Maintains department service standards, with particular attention to personal/behavioral, staff teamwork and patient-staff interaction guidelines
• Identifies and articulates to all leadership, management and physician teams any potential barriers (both clinical and non-clinical) to safe, efficient and proper patient care
• Minimum of a high school diploma or GED
• Minimum two years applicable work experience required
• Some additional training in office systems or other post high school education preferred
• Knowledge of practice operations and standards
• Understanding of procedures including filing, copying, scanning, printing, and faxing
• Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information
• Verbal skills: Ability to interpret information as appropriate, answer more complex questions in the most professional manner and communicate in a professional, courteous, clear and concise manner
• Organization Skills: Ability to manage work processes in a neat and orderly way and to sort and alphabetize. Ability to manage multiple tasks effectively, follow established protocols, and work within systems
• Writing Skills: Ability to correspond and communicate with others clearly and effectively in writing (via e-mail, memo or interoffice note) and to take complete and accurate messages. May respond directly on behalf of manager/provider without direction or instruction
• System Skills: Ability to type and enter data effectively and at a more advanced level
• Intermediate level computer skills including the ability to use word processing, spreadsheet, database and presentation applications
• Intermediate understanding and use of medical terminology
• Intermediate comprehension of billing and fiscal information
• Knowledgeable and compliant with all hospital, State and Federal requirements (where applicable to job performance), including policy and procedures with The Joint Commission and HIPAA
• Must have the ability to function effectively in a fast-paced and challenging environment with a large group of physicians involved in academic work and patient care
• Must have a positive outlook and demonstrate sound judgment
• Must respect strict confidentiality of patients and medical information and records
• Must be able to respond to the needs and provide assistance to others when called upon
• Initiate calls to customers with information requiring product information, prices on quotes, expediting responses, order delays, order status, etc
• Edits/processes orders following a programmed format on CRT. Verifies correctness of quantity, order multiples, etc
• Maintains and updates various departmental reports which support the finalization of those orders requiring special handling
• Applies acceptance dates to all incoming orders which is vital in the measurement of customer service levels
• Enters and dispatches Service and Technical Support calls
• Requires one year of sales experience, requiring prior inbound customer service experience within the last three years
• Ability to read and write in order to proof and perform editing (e.g. quantities, kind sizes, and printing instructions) at level normally acquired through a high school education
• Ability to perform non-complex arithmetic calculations (addition, subtraction, multiplication, division, percents) to verify calculation on prices of product per unit, normally achieved through a high school education
• Interpersonal skills requiring ordinary courtesy and tact
• Ability to concentrate and pay close attention to detail
• Strong PC skills

Senior Call Center Representative Resume Examples & Samples

• Handles both inbound and outbound calls, which are widely varied in content and frequently requires deviation from standard screens, scripts, and procedures
• Handles customer service inquiries and problems via the telephone
• May answer inquiries, resolve problems, and promote products/services
• May monitor systems to detect possible fraudulent behavior related to credit card usage and contact card holders to investigate possible fraud
• Researches problem areas and documents processes used to correct issues
• Customer service is the primary function, but may include minimal selling or promotion of products or services
• Also may require additional knowledge including but not limited to, association guidelines, changes and procedures
• MUST HAVE: Conflict management skills and the ability to deliver difficult messages verbally
• Excellent verbal communications skills including listening, probing and negotiating with customers
• The ability to deal with difficult customer scenarios in a manner that creates a positive customer experience
• Assist customers in navigating complex site and policy issues
• Efficient and accurate resolution of issues and questions regarding customers’ accounts. Reliably follow-up with customers on issues. Be empathetic to customer concerns and display a sincere desire to serve
• Ability to understand and navigate company systems within multiple screens in a fast paced environment while seated for extended periods of time
• Ability to work independently while making sound business decisions with a well-developed sense of urgency and follow through from call handle time to after call follow up
• Must be able to work under time constraints with fluctuating work volumes and scheduling requirements to meet the needs of the business, while also meeting/exceeding customer expectations
• Time management and adherence to schedules
• Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues. Performs PIN resets, Online Banking and e-Statement set up and check order requests. Responds to Web Support, Travel Note and Online Banking inquiries. Compiles information from customer and files EFT complaints for reports of unauthorized electronic activity on accounts. Follows through with all customer issues and provides ongoing assistance as needed. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationships. Supports and participates in bank initiatives and sales campaigns. 45%
• Researches and resolves customer issues; manages difficult situations. Follows up on all resolutions to ensure customer satisfaction. Identifies and escalates difficult customer situations to the appropriate party. Prepares customer correspondence as needed. 25%
• Processes all applicable customer account documentation to ensure compliance with Bank policy. 10%
• Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures. Continually advances level of knowledge to ensure the development of a full service Call Center, which may include account opening, loan applications, loan payments and various other customer service requests. 10%
• Assists branch staff and customers in resolving issues with ATM/Debit card and Online Banking usage to ensure customer satisfaction. Responds to questions from branch staff and customers and may assist in training to enhance process understanding. 10%
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties
• Minimum 3 years’ banking experience
• Bilingual in Spanish/English
• Proficient with MS Office products (Word & Excel) and the Internet
• Excellent telephone and active listening skills
• Ability to elicit customer needs with speed and composure
• Ability to handle difficult situations and customers
• Courteous, positive attitude

Technical Support Call Center Representative Resume Examples & Samples

• High school diploma or GED required; Some college preferred
• Ability to understand and apply knowledge of policies, process, procedures, confidentiality, business ethics, transaction flow, transaction scripts and documentation requirements
• Ability to download products / applications using various browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome, Safari, etc.)
• Familiarity with operating systems including Windows OS versions, Mac OS versions, Linux, etc
• Ability to research, navigate and locate answers from webpages and resources independently
• Ability to install / uninstall applications in Windows / MAC
• Ability to type using proper grammar at a rate of at least 25 word per minute
• Ability to communicate through written and verbal communication
• Experience with desktop and/or online software and/or tax software troubleshooting
• High School education with some college preferred
• 2 years of recent experience in a customer service or call center environment
• Professional verbal and written communication skills, preferably bi-lingual
• Knowledge of Windows software such as Word, Excel, Lotus notes, Powerpoint & Social Media
• Ability to multitask in a fast moving, changeable environment taking blended inbound/outbound calls while navigating multiple systems
• Bilingual, particularly Spanish speaking/writing would be an asset
• Must be available to work flexible hours including day, evening, weekends, and rotating shifts
• Excellent attendance and must be on time for all scheduled shifts
• Confer with customers by telephone by email to provide information about products or services in the banking industry
• Confirm customer information while maintaining confidentiality
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Determine charges for services requested
• Resolve customers' service complaints
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes with in the banking industry
• 3-5 years of Customer Service Experience
• 1-2 years of Banking Customer Service will be considered an advantage
• Advanced Verbal and Written Communication Skills
• Answers 200+ incoming calls and responds to e-mail inquiries. ***Must have high-volume call center experience
• Establishes a rapport and maintains a professional relationship between the company and its customers
• Ensures allocation process is administered and communicates availability timing with customers when supply is constrained
• Handles all customer service related activities for assigned customers
• Must have 3 -5 years or more of Call Center Representative experience
• Must be proficient with Microsoft Outlook and Word
• Calls will include answering questions requiring a basic amount of mechanical aptitude. Applicants with 3 – 5 years or more of Call Center Representative experience along with basic mechanical abilities are preferred
• Communicate clearly and concisely in both written and oral formats
• Demonstrate professionalism and patience in troubleshooting with technical issues as well as non-technical
• Utilize Oracle Service Cloud (OSC) to document all customer interactions
• Demonstrate strong problem solving skills and the ability to ask appropriate investigative questions
• Ability to accurately describe technical issues to be forwarded to a supervisor for review
• Provide complete and accurate information
• Proactively identify additional questions and responses based on experience
• Effectively work as part of a cohesive team and as an individual contributor
• Achieve individual performance metrics and goals including, but not limited to, attendance, schedule compliance, adherence to working shift, use of OSC, quality, email rate per hour (RPH), average handling time (AHT), and meeting deadlines

Outbound Call Center Representative Resume Examples & Samples

• High volume outbound calling to clients
• Refer unresolved customer issues to designated call center department or supervisor for further investigation
• Must be available to work evenings and Saturdays
• 80 % of time spent on the phone making 80 to 100 calls a day
• Must meet projection and quality goal
• Make outbound calls to insurance agents and insurance companies
• Make outbound calls to obtain missing policy information
• May disperse funds from homeowners escrow accounts
• Demonstrated ability to work successfully in an environment focused on production and quality
• Banking, finance, mortgage lending experience a plus
• Excellent customer service attitude and skills
• Must be able to multi-task in a fast-paced environment
• Occasional O.T. as needed
• HS diploma or GED preferred
• Bi-lingual (Spanish) preferred
• Obtain information from Consumers in order to determine current financial situation and determine solutions
• Provide solutions to Consumers to enable them to resolve their obligation administratively or voluntarily
• Gather proper documentation from Consumers and maintain appropriate follow-up
• Meet daily, weekly and monthly goals as set by management at client
• Daily Productivity – all Debt Counselors will make between 125-200 phone calls per day and work in a call center environment
• Monthly Recoveries – must achieve client’s monthly targeted performance objectives for collections
• Route Maintenance – proper management & updating of system to maximize contacts
• Skip-Tracing – to assist in locating & contacting borrowers
• Adherence to Clients Professional Practices Management System (PPMS), Code of Conduct, and Compliance Program
• The ability to work 8 hour shifts consisting of three (3) days 8 AM - 5 PM or 9 AM - 6 PM and two (2) evenings 12 PM - 9 PM or 1 PM -10 PM
• Willingness to work one (1) Saturday morning per month preferred
• Work experience in Collections, Sales, Telemarketing, Medical Billing, Call Center, Customer Service, Banking, Reception, Criminal Justice, Office Support, Wait Staff, Accounting, Finance, Teaching, Retail or Retail Management
• Six months or more of direct phone or in person customer interaction experience
• The computer skills to document calls and navigate software packages and databases while on the phone
• Intermediate computer skills in one (1) or more of the following: Microsoft Excel, Internet searches and/or Social Media
• Ability to act independently to resolve problems
• Motivation to learn
• Ability to work in a positive, collaborative manner with coworkers
• Ability and history of maintaining confidentiality and high level of trustworthiness
• Ability to obtain and maintain Government Security Clearance (Please be advised that upon hire, you may need to go through a State and/or Federal Clearance process. Our Organizational Development team will be available to assist you as you move forward with this process.)
• Legally eligible to work in the United States
• No conflicts of interest with our Clients
• Occasionally lift and/or move up to 25 pounds
• Ability to sit or remain sedentary for your entire work shift (8, 9 or 10 hour shift)
• Ability to talk and listen on a phone for your entire work shift (8, 9 or 10 hour shift
• Ability to type on a computer for your entire work shift (8, 9 or 10 shift)
• Preference will be given to multi lingual candidates; Spanish, Mandarin, Cantonese, Russian and those candidates with prior customer service experience
• Knowledge of arithmetic is required
• There are comprehensive benefits with this position available after 90 days of successful employment
• Receive inbound calls,
• Document contact in database
• Resolve issues following SOP’s
• Escalate to Specialist or Tier 2
• Follow-up on open tickets to drive timely closure
• At least 1 year customer service experience, preferably in a call center environment
• Customer service over telephone, general office machine skills, excellent listening, oral communication, written communication
• Windows based software including Microsoft Office products
• Office telephone skills with ACD a plus
• Receives and processes loss assignments according to client instructions
• Resolves issues in the assignment dispatch process
• Conducts emergency call outs to contractors via three way calls with homeowners
• Process emergency and/or catastrophic event assignments when they occur
• Designs and conducts training programs for new team members as well as for ongoing training due to system enhancements and new workflows and creates presentations
• Identify complex assignment errors and research appropriately
• Conduct customer satisfaction surveys and reports on progress of completions
• Acts as subject-matter expert on Contractor Connection workflows regarding the proper identification and assignment of contractors and on assignment management tools
• Research and process assignments in relation to contractor coverage area
• Monitors call center activity to ensure proper assignment processing and customer service is being provided
• Monitors system stability and phone functionality to ensure assignments are being received and in notifying appropriate parties
• Attains required call statistic performance according to center standards
• Exceeds set quality standards ensuring assignments are properly made and documented
• Achieves and maintains thorough understanding of all client and department instructions and updates
• Maintains a strong working knowledge of all software applications/programs used to accomplish required department tasks
• Maintain a thorough knowledge of all customer service support functions
• Upholds and projects the public image of the Company
• Achieves and maintains proficiency with all client and department instructions and updates
• Maintains set quality standards ensuring assignments are properly made and documented
• Identify assignment errors and research appropriately
• Provides excellent customer service to all internal team members and external customers
• Processes emergency and/or catastrophic event assignments when they occur
• Maintains a working knowledge of all software applications/programs used to accomplish required department tasks
• Conduct customer satisfaction surveys
• Participates in special projects or perform duties in other areas as requested
• Upholds the Crawford Code of Business Conduct and Ethics at all times
• Creates claim files by entering initial loss report information into the TelePlus system
• Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude and a pro-active customer service approach
• Capable of creating approximately 25 new claim reports in an 8 hour day, remaining in queue at least 98% of the day while ensuring “special handling” procedures are applied
• Based on loss details, identifies complex damages and escalates claim
• Responds to routine inquiries, directs other inquiries to appropriate parties
• Operates a variety of office equipment such as ACD phones, printers, personal computers, fax machines and copiers. Reports system problems to the appropriate person when there is a problem
• Keeps abreast of internal and external changes and developments
• Assists in the training of new employees
• Assists supervisor with various duties
• Recommends new and/or improved procedures to improve efficiencies
• Maintains a favorable and positive working relationship with internal and external sources
• Keeps manager informed verbally and in writing of activities and problems withing assigned area of responsibility; refers matters beyond limits of authority to manager
• Participates in special projects and performs other duties as requested
• Requires two to four years’ experience
• High School Diploma or GED equivalent is required
• 2-3 years of customer service experience, preferred
• Friendly and outgoing personality
• Organization skills
• Answer calls from incoming customers and dispense call information to the appropriate Branch or Service Contractor
• Utilize current system to properly log and page service calls
• Understand 3rd Party Companies being utilized by our key accounts in order to oversee proper procedures are being followed regarding service calls
• Accredited High School diploma or GED
• 2 years in customer support and service experience required
• Proficient with Microsoft Office Products to include Outlook, Word, and Excel
• Flexible scheduling, work any combination of 1st, 2nd and 3rd shifts including weekend shifts and holidays
• Recognize changing customer needs and determine process/procedure updates and/or requirements
• Work with IT regarding customer needs when appropriate
• Ability to develop positive working relationships with others at all levels and demonstrate respect to people at all levels
• Field experience a plus
• Assists other departments in providing timely and accurate communication and retention of client information
• Effectively handles difficult client inquiries in a courteous and professional manner
• High School Diploma preferred
• 1-3 years of customer service experience required
• 1-3 years of experience in clinical laboratory preferred
• Must have excellent written and verbal communication
• Customer service abilities including effective listening skill
• Ability to work effectively in a fast paced environment

Call Center Representative Inbound Intermediate Resume Examples & Samples

• Communicate with nursing, dietitians, and food service staff in regards to the patient's room service experience
• Visit patients who may not be able to communicate via telephone as well as those whose diet order requires additional assistance. Obtain patient's meal selections for their prescribed diet order. Use a portable wireless computing device to enter selections into CBORD
• Utilize CBORD and MiChart computer systems to verify diet order and allergy information
• Answers telephone inquiries from food service workers regarding patient diet and allergy information/requests
• Performs basic patient food and drug education
• Receives complex questions and problems from peers and troubleshoot issues as they arise
• Process and order all meal orders for patient in outpatient areas
• Required Qualifications*

Sales & Service Call Center Representative Resume Examples & Samples

• Outstanding customer service measured through Customer Feedback
• Effective resolution of “Reason for Call” on the first interaction
• Talk with customers by phone to provide account balance information
• Handle return authorizations, changes, additions, and deletions
• Adjust complaints concerning billing or service rendered
• Provide outstanding support and service to internal and external customers
• Flexibility in shift times
• Managing all escalations from dental professional offices
• Oversee a small team of Customer Service Reps. during the evening shift
• Bachelor's Degree from four-year college or university
• 2 to 3 years of customer service experience
• The ability to solve practical problems
• The ability to type 60-80 WPM
• Previous experience as a team lead and/or supervisor
• The ability to work 11:30am-8:00pm Monday-Friday
• Provide information, service and support to referring physicians, consumers, UMHS staff and faculty, and other healthcare professionals via multimedia communication channels
• Coordinate patient and physician appointments and referrals
• Maintain appropriate knowledge/content resources by timely entry of new or updated information
• Utilize superior telephone technique, customer service etiquette, customer recovery and e-mail/web communication skills to meet the individual needs of UMHS customers
• Cover 2 or more service areas in the call center
• COMMUNICATION / TELEPHONE SKILLS: Adhere to established telephone management principles. Able to efficiently navigate MiChart to obtain information needed. Demonstrates good customer service and telephone skills. Understands Aspect phone functions, monitors queue status; applies call centering techniques in day to day workflow. Asks leading questions to remain in control of the conversation; verifies patient demographics, PCP and referring physician. Has continuous awareness of phone stats; utilizes real time data to make adjustments during the day to reach goals
• APPOINTMENT SCHEDULING: Able to accurately and efficiently schedule patients utilizing MiChart. Able to identify the best available appointment type to meet the patient and clinic/provider needs and requirements. Able to ask and document the correct questions to assure accurate billing information is obtained and required referrals/authorizations are met. Shares outstanding balance information to the patient and/or guarantor. Able to efficiently navigate MiChart to obtain information needed
• INFORMATION MANAGEMENT: Utilizes In Basket process accurately and appropriately documents patient requests including urgent medical problems, prescriptions and other medical needs, and referrals. Routes patients to appropriate resources. Able to identify "red call" and "yellow card" situations and respond appropriately
• PRE-ARRIVAL/ARRIVAL: Verifies insurance eligibility, ensures referral and other authorization requirements are met. Understands managed care principles. Is able to identify and initiate resolution for issues (patient balances, questions, etc.) Obtains appropriate signatures and any needed information (forms, waivers)
• High school education or equivalent and 2 - 4 years of experience is necessary
• At least 12 months UMHS customer contact experience
• Demonstrated call quality and customer service delivery excellence
• Fully knowledgeable about UMHS organization, physicians and services
• Basic understanding of managed care and indemnity payer referral and authorization requirements
• Intermediate competency with desktop software including accurate typing speed of 50 wpm
• Demonstrated competency with call center’s call processing, scheduling, and information retrieval systems and applications
• Facility with e-mail systems including creating personal folders, utilizing templates, accessing proxy lists, e-mail communication protocol and grammatically correct writing
• Basic medical terminology competency is necessary
• Demonstrated friendly, warm, articulate telephone manner with a clear, well-modulated speaking voice
• Strong interpersonal and communication skills are necessary
• Ability to manage stress effectively
• Demonstrated competency to cross cover in two or more service areas
• Providing assistance Warm Calling and Cold Calling in recovery and retention of client accounts
• Meeting and greeting patrons
• Professional reception skills
• Ordering supplies
• Performs Sales/Customer Service duties and support
• Familiar with office equipment
• Communicates effectively to ensure compliance with cross-team, peer to peer & Branch responsibilities
• Providing assistance and direction to company website
• Experience in office function support and data entry
• Experience with Microsoft Office - Word, Excel, Outlook preferred
• Experience in Sales preferred
• Experience in the Service industry a plus
• Knowledge of basic office support functions
• Knowledge of best practices, policies and procedures preferred
• Awareness of contract terms/language preferred
• Strong analytical and problem solving abilities
• Answer inbound calls from marketing leads and set appointments for free hearing evaluations
• Place outbound calls to our existing customers, ensuring their satisfaction with their hearing aids and our service
• Update computerized systems with information, and make contact with others in the company via telephone and email to resolve customer issues in a timely and professional manner
• Must have demonstrated ability to provide extraordinary customer service in a fast paced environment
• Applicants should be outgoing and driven to set appointments and achieve incentive based goals
• Enjoy speaking with customers and resolving their issues quickly and accurately with no complaints or issues. Patience and understanding is a must
• Have a strong attention to detail
• Be competent in using computer applications including Microsoft Excel
• You must have a ‘can do’ attitude. This position requires you to be on the telephone your entire shift
• Provides primary dispatching and administrative duties related to scheduling requests for service to field service technicians
• Create, dispatch and process work orders to field personnel while ensuring that all appropriate documentation and data entry is complete in a timely and efficient manner
• Interpret and follow up on technician reports
• Develop strong relationships with technicians and business partners
• Source and on board new potential technicians
• Provide candid feedback and coaching to technician workforce
• Identify growth opportunities. Some negotiations may be required
• Act as an account owner and business partner to the Field Service Technicians
• High School Diploma, post-secondary education is preferred
• 1-2 years working in a team environment; experience in a service dispatch operation a plus
• Self-motivated and a strong desire to own and resolve issues
• Excellent communication and customer service skills
• Computer knowledge including experience using the internet, word, excel, and outlook
• Ability to build relationships with customers, technicians, and business partners
• Ability to analyze and problem solve
• Schedules all appointments and/or procedures following established scheduling guidelines
• Uses multiple systems to fulfill patient requests
• Uses UCB/ACD phone systems for scheduling/updating pertinent patient information
• Verifies and updates patient information (address, telephone number, insurance,etc.) according to standard work documentation
• Documents patient information in the electronic health record (EPIC) following standard work guidelines
• Registers new patients according to standard work documentation
• Advises patients of their responsibilities regarding insurance and referral information
• Actively works Epic patient work queues and scheduling reports assigned to department
• Processes failed appointments according to standard work documentation
• Has knowledge of all satellites and their locations to aid in directing patients
• Keeps work area neat and clean
• Attends meetings as required
• One-year work experience preferred, preferably in a medical office setting
• UCB/ACD Desktop phone system experience preferred
• Word processing, computer, photocopy and fax machine experience
• A basic knowledge of medical terminology strongly preferred
• Exhibits a voice tone that leaves the impression with the patient of confidence, knowledge and professionalism
• Staff committed to continuous personal performance improvement in addition to looking for opportunities to make processes work better for the patient
• Written communications skills are professional with proper spelling, grammar, and punctuation Effective listening skills
• Proficient in Microsoft Office Suite ( Word, Outlook etc.)
• Able to speak succinctly and articulately with a moderate pace and volume with no usage of slang or jargon
• All calls answered with a positive and greeting at answer, request for information as well as transferring all calls
• Able to handle stressful situations in calm and professional manner
• Able to adapt to short-notice changes in procedures/processes/policies
• Ability to use and navigate current computer programs
• Provide expertise in the completion of complex Call Center functions including detailed scheduling assistance associated with new patients and/or scheduling patients across multiple locations, departments and specialties
• Monitor or handle Hot Phone calls
• Schedule patient appointments and procedures in a timely and accurate manner
• Initiate, route and follow-up on communications with clinicians regarding patient concerns using MiChart InBasket
• Monitor Fax-Server
• Monitor and manage Referral Work Queue
• High School diploma or equivalent and a minimum of 2 years of experience
• Must be an active team player with the ability to work independently
• Must demonstrate the ability to multi-task in a fast paced environment
• Putting together memo's
• Filing and faxing documents
• Ability to use a desktop computer to accurately key information, retrieve information and memo accounts
• Basic computer knowledge and data entry
• At least 1 year of previous office experience
• Previous data entry experience a plus
• Applicant must be VERY detail oriented
• Must have computer knowledge

Temp / Call Center Representative Resume Examples & Samples

• To answer incoming calls in a manner consistent with department protocol
• To be available for support calls at the expected times unless previously arranged with management
• To provide assistance to Emdeon customers while maintaining a courteous manner and helpful attitude
• To provide the most current and correct information to customers
• To organize personal resources for easy access and future reference
• To complete any assigned tasks in a thorough and detail-oriented manner
• To escalate customer-level issues in a manner consistent with department protocol
• Additional responsibilities may be assigned
• Proficient with the Microsoft Office Suite
• Ability to function independently as well as in a group
• Ability to navigate through multiple computer applications simultaneously
• Ability to comprehend complex concepts
• Ability to communicate empathy and understanding through both tone and manner
• Ability to adhere to a schedule
• Bilingual (Spanish) language abilities preferred

Temporary Call Center Representative Resume Examples & Samples

• Answer inbound calls/emails regarding product and research/resolve inquiries
• Keep detailed records of customer interactions and transactions
• Partner with team leads and supervisors to resolve issues in a timely manner and meet our high customer service standards
• Provide excellent customer service in all facets of the job
• Interact with customers via phone and/or email to obtain necessary information to provide appropriate contact for pricing and communicate general information regarding our scrap acceptance policies
• Interact with customers via phone and/or email to address inquiries and requests for information related to the sale of scrap to our facility
• Respond to customer requests regarding Schnitzer Yard information such as hours, days of operation, sales, etc
• Interact with Schnitzer Yard personnel to respond to customer inquiries to assist with the resolution of customer request, complaints or concerns
• Adhere to departmental standards of performance
• Supports the Company's Internal Control process which includes understanding, communicating, and complying with defined internal controls as well as suggesting and making modifications to the policies, procedures, and controls to better relate to the business
• Communicates upward problems in operations, noncompliance with the code of conduct, or other policy violations or illegal actions
• The ability to stand, walk and sit up to 90% of the time. Manual dexterity to reach and handle items with hands and arms. Ability to talk and hear; Peripheral and depth perception vision; Light to moderate physical activity performing non-strenuous, repetitive daily activities of a productive/technical nature
• Previous experience in a call center preferred
• Ability to speak English required
• Strong communication skills, ability to communicate with customers in a positive, helpful and friendly manner
• Dependable with good work ethic
• Basic computer and keyboarding skills
• Multiline phone experience
• Organized with attention to detail
• Ability to work with a diverse customer base
• Available to work any full or part time day shift
• Receives, processes and verifies the accuracy of orders from customers utilizing the organizations internal CRM/mainframe systems
• Initiates required actions for response to customer service requests for order changes, including the maintenance of orders/customer information files and communicates changes to the appropriate personnel/departments
• Provides quality service to both internal and external customers
• Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports
• Answer internal and external customer inquiries via phone and email
• Ensure all policies and procedures are followed
• Respond to all customers in a positive and professional manner
• Maintain and exceed the expected level of productivity and quality standards
• Accurately code information regarding information relevant to customer’s inquiry
• Work well in a fast paced and high volume environment
• All other duties assigned by a member of leadership
• Skilled in providing excellent customer service
• Excellent verbal and written communication
• Ability to analyze, interpret and address customer needs
• Ability to understand and carry out general instructions in standard situations
• Ability to navigate between multiple screens
• Strong organizational and coordinating skills
• Ability to work in a high volume, high pressure, deadline-oriented environment
• Willingness to obtain functional knowledge and understanding of company products and processes
• Demonstrated ability to work in a team environment to improve the delivery of service to internal and external customers
• CRM/mainframe systems software is a plus
• Supervise a team of Call Center Representative 1s
• Monitor Call Center Rep 1 calls and/or have direct customer contact to ensure adherence to quality control, performance, operation standards
• Perform call taking and electronic functions as needed during peak volume times and for staff coverage
• Directly handle the more complex calls and issues to ensure a prompt appropriate resolution and take corrective action as appropriate
• Provide technical assistance or training as needed to Call Center Rep 1s
• Assist in maintenance and revision of the Call Center Policy and Procedures Manual, training documents and materials that serve as instructional aides
• Identify problems or complaint trends in a particular subject area and communicate these to the appropriate division and/or section for handling
• Approve leave and track time and attendance
• Review, monitor and complete staff performance evaluations
• Determine and oversee staff assignments
• Identify training needs and arrange for provision of training
• Manage and direct program activities by setting priorities and deadlines
• Additional duties will be discussed in detail during the interview
• Provide customer support for pre order activities (pricing, availability, proposal, quoting, technical specifications, non-standards, parts identification and custom solutions)
• Facilitates and follows up any sales inquires. Prepares quotations, pro-formas and bids for sales such as state contracts, strategic accounts, National Accounts, direct customers, GSA and NAF government sales, etc
• Process customer orders (promise dates, order entry, collaboration with supply chain and operations)
• Performs credit evaluations, approves/denies credit requests on all incoming orders and lease requests up to $250K. Establish credit lines for each transaction
• Provide high quality service through efficient use of all Oracle/Siebel/Mapics/Operating Systems functionalities related to order fulfillment and relative to customer activity
• Coordinate with the transportation provider to maximize efficiency of deliveries from a cost and delivery performance perspective
• Process claims and product returns in line with policies
• Responsible for driving customer satisfaction with assigned portfolio of customers
• Drive pricing and order processing consistency within the channels
• Participate as necessary
• Associate’s Degree in Business, Marketing, Supply Chain or Finance. Bachelor’s Degree preferred
• 5-7 years of experience in a customer service, inside and/or outside sales preferably in an industrial environment
• Key Competencies
• Demonstrated ability to build strategic relationships within various levels of customer’s organization
• 90% Calling potential customers and verifying information provided on online application
• 10% Identifying customer’s objective
• Other Non‐Essential Functions & Responsibilities
• High volume phone calls
• Ability to keep busy during down‐time periods
• Excellent verbal communication phone skills
• Basic computer skills and data entry
• Previous call center/ sales experience required
• 1-2 years of customer service experience
• Experience working with computers and entering data quickly and accurately
• Ability to communicate effectively with, and relate to patients of diverse communities
• Experience in a healthcare or social services setting
• Electronic scheduling experience
• Ability to handle complaints and unpleasant customers, has a pleasant, patient and friendly attitude
• Strong detail orientation and communication/listening skills willingness to work a flexible schedule and overtime when needed
• 1+ years in a service oriented capacity
• Answer incoming calls for a high call volume environment
• Use of appropriate grammar
• Able to react effectively and calmly in a stressful situation
• Accurately enter and verify new customer information into customer database
• Researching required information using accessible resources
• Contacts correct field technician with lead information
• Routes calls to appropriate personnel
• Identifying and escalating priority issues, reporting to high-level management
• Maintains/exceeds department productivity goals and performance measures
• Completes special projects assigned by the Call Center Supervisor
• Professional verbal, written and data entry communication
• Ability to type 45 WPM or more
• Proficient in Microsoft Office, especially Outlook, and general knowledge/navigation of various computer applications
• Must pass a criminal background check and physical including a drug screen
• High School Diploma Required; Some College Strongly Preferred
• Required Pre-Employment Assessment - Within 24 hours of creating your profile, you will receive an email from sender, "QUESTIONNAIRE ALERT." Click the link in the email to begin the assessment, which will take approximately 1-1.5 hours to complete. Check your junk mail if you do not see it in your inbox

Subrogation Call Center Representative Resume Examples & Samples

• Conduct all case document review and updates while speaking with the member or attorney as needed
• Interact professionally (incoming and outgoing calls and correspondence) with attorneys, insurance adjusters, medical providers, court staff, recipients and family members and client
• Perform basic and advanced levels of document review to identify current case status and case management and ensure case progress through workflow
• Ensure all processes meet HIPAA and Government security requirements with regards to sharing/storage/PHI (Personal Health Information)
• Experience working in a call center preferred
• Experience in the insurance industry (casualty or health insurance) a plus
• Operate telephone system to answer and direct incoming telephone calls in a timely, professional and courteous manner
• Identify callers’ needs and respond by giving general, routine information; transfer the call to the appropriate area, department or individual within the Bank as deemed necessary. Provide quality service and prompt response to all callers
• Stay informed and current about service/product promotion in order to answer any inquiry resulting from the Bank’s advertisement
• Stay informed about any business emergency situation, e.g. power outage, natural disaster in order to answer the inquiry
• Ensure customer’s inquiries and/or complaints are responded to promptly and courteously. Follow the established procedure to report or escalate customer complaints to the appropriate area if necessary
• Process online banking applications and related services set up, and provide customer service support for online banking customers
• Provide customer service support for telephone banking customers and service set up
• Process mobile deposits including files validation
• Respond to email inquiries promptly and courteously
• Maintain appropriate Call Center records and logs
• Minimum two years of customer services experience. Previous banking/online banking experience preferable
• Excellent problem solving and troubleshooting skills required
• Bilingual English/ Mandarin and/or Cantonese preferred
• Ability to function in a team environment
• PC proficiency including Excel and Word
• Ability to multi-task and handle different systems
• Work schedule may include non-standard hours
• 2-5 years of experience in customer service
• Inbound customer service call center experience preferred
• Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines
• Strong written communication and verbal communication skills
• Team building Skills
• Receive incoming calls, emails, and web requests from a variety of geographically dispersed facility
• Utilize 360 to effectively organize work orders and assign it to the proper contact
• Contact the appropriate individual for urgent and emergency requests to ensure request is taken care of in a timely manner
• Assist walk ups for Workplace assistance
• Monitor telephone queue time data to maximize productivity
• Complete all daily assigned daily call backs to ensure customer satisfaction
• Provide accurate, timely client work orders which result in highly satisfied customer satisfaction
• Is timely in arrival to work and returning from breaks to ensure appropriate coverage at all times and arrange coverage when away from desk
• 360 system admin and the liaison to the 360 account manager with system issues
• Utilize 360 to create preventive maintenance schedules, procedures, assets, and incident reporting for maintenance operation
• Follow up on request surveys with a score lower than 3 within 24 hours to ensure client satisfaction and document good comments of individual assigned or team involved
• Monitor SLA violations by providing weekly reports to individuals in violation and monitor queue to assist in preventing violations on a daily basis
• Maintain and ensure all helpdesk documents are updated with the most recent information
• Provide management with reports when requested
• Liaison with the JLL Call Center with request system and client issues
• Assist JLL team with additional projects and tasks approved by direct manager that does not interfere with position responsibilities
• Participate in on/off site training opportunities when applicable and provide training to local and remote regions on 360 including other applicable programs and procedures
• Maintain individual productivity/ performance metrics
• Identify area of opportunity and utilize skill/ knowledge to suggest improvements
• College graduate or equivalent work experience
• Familiarity with the accounts payable/receivable process
• Superior customer service skills and orientation
• Collaborative style needed
• Ability to plan and manage work under time constraints, without direct supervision
• Good computer skills, proficient in MS Office
• Maintain up-to-date knowledge of a wide range of firm standard computer hardware, software, and business processes
• Continuously collaborate, cross-train and provide backup support to teammates with other areas of expertise. Provide training and mentoring to other members of the organization
• Distill Quality initiatives to deliver distinctive service support on every call
• Assist others within the CallCenter as well as supporting local distributed support technicians as needed
• At least 2 years supporting other internal or external users for business processes
• Expert problem solver. Effectively uses knowledge gained through prior experience, education, and training to resolve issues. Ability to document knowledge to share solutions with others is required
• Displays use of excellent interpersonal skills. Has the ability and previous experience at interacting with professionals both on a technical and non-technical level
• Has the ability to develop and maintain productive working relationships both internally and externally of the CallCenter
• Proven ability to learn new technologies while maintaining high levels of performance in an ambiguous, high-pressure environment
• Take inbound phone calls from policyholders or their representatives promptly and in a professional manner
• Either answer the question accurately or transfer the call to appropriate staff for completion
• Follow established protocols and procedures
• Handle claim inquiries on multiple product lines
• Explain specific coverage and claim status to claimants
• Maintain confidentiality of information
• Document all calls clearly and concisely and complete follow-up work
• Generate correspondence as needed
• May include some processing work, i.e., follow-up letters
• Help team maintain answer rate, speed of answer and other measures to department standard
• Meet individual goals for calls taken, calls tracked, quality assurance, etc
• At least one year customer service experience
• At least one year office experience
• An excellent phone voice and phone skills
• A caring, compassionate attitude, in particular with elderly population
• A positive attitude and work well in a team environment
• Organized and attentive to detail
• Reliable, punctual and a quick-study
• Able to multi-task various tasks and assignments with multiple deadlines and work in a fast-paced environment
• Ability to work scheduled hours between the range of 8:30 AM - 6:00 PM
• Associate or Bachelor's degree
• Insurance experience
• HIPAA experience
• Strong computer skills (with emphasis on Windows & Microsoft Word/Excel/Outlook) and able to learn new computer functions
• A problem-solver
• Order processing, product look-up, and returns
• Detail-oriented, ability to multi-task in a fast-paced, high volume call center environment
• Experience in Powersports, RV and/or marine industry is a plus

Call Center Representative RV Resume Examples & Samples

• Must follow all safety and quality standards at all times, including chemical handling standards and PPE (Personal Protective Equipment)
• Skills in forklift, overhead hoist, computer, and fiberglass and/or gel-coat applications preferred
• Understand and follow verbal and written directions
• Ability to read and understand blueprints
• Ability to use hand, battery, and pneumatic tools
• Ability to work with fellow coworkers in close proximity and in a team environment displaying mutual respect
• Ability to fluently speak, read, understand, and write English
• Enter essential functions for this role
• Enter preferred

Call Center Representative Seasonal Resume Examples & Samples

• Excellent phone etiquette and communication skills
• Perform all other departmental related duties as assigned or requested
• Computer literate with the ability to learn customer service and order entry software applications
• Experience in RV and/or marine industry is a plus

Driver Call Center Representative Resume Examples & Samples

• Support Account Managers in servicing Donlen’s customers through a variety of means: Daily tasks, Projects, Internal issue resolution
• Perform specific tasks on a regular basis, such as: Utilizing Donlen’s systems to create vehicle selectors, process billing changes, generate reports, insurance card distribution and driver data changes
• Participate in Client Customer calls
• Flexibility in work hours required to ensure proper coverage of call center
• Assist in training of new Driver Call Center Representatives
• Must have at least 1 year of Customer Service Experience
• Basic aptitude of the Microsoft Office applications – Word, Excel, Outlook, is required
• Desire to service customers, including understanding the nature of customer inquiries, determining next steps, and pursuing issues to successful and prompt completion
• Ability to read and comprehend instructions and effectively present information to customers and other employees
• Knowledge of hospital demographics
• Inbound Physician Referral Calls/ assist with scheduling doctor appointments
• Inbound calls for registration in hospital seminars, screenings and education classes
• Meeting performance targets for accuracy, speed, efficiency and call handling
• Maintain confidentiality of all interactions
• Contributes to team appointment goal by achieving an individual goal of a minimum of 50 physician appointments per month (for regular full time employee).The minimum employee physician appointment goal is subject to change at the sole discretion of the Company
• Position requires weekend, holiday and shift work and may require mandatory overtime
• Notifies responders on emergency signals after dispatch
• Processes basic data changes to customer accounts
• Must be able to handle signals from one location/area and TTY stations
• Knowledge of Company policies, procedures, guidelines, and practices
• Basic knowledge and understanding about VIP accounts and department
• Must be proficient with personal computer, keyboard, fax machine, copy machine and telephone
• Must meet minimum quality standards set for them (90% or better average on Q/A)
• Ability to work overtime as requested by management
• Ability to use discretion and problem analysis
• Ability and willingness to make key contributions to the growth of the business
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
• Perform heavy outbound calls (minimum 350-450 per day) to business individuals to verify contact information and qualify sponsored offers
• Provide business individuals with appropriate information and/or documentation with regards to the company's services and sponsored offers
• Call on surveys, lead verification, live events and other special projects when needed
• Minimum 1 year experience in telesales, call center, collections or telemarketing
• Experience in high volume call (inbound or outbound)
• Energetic and professional with excellent verbal skills
• Proficiency with MS Office and internet
• Able to work overtime hours during end of month or other peak periods
• Experience successfully working in high pressure environment, resilient
• Understands and has ability to be at desk entire day while taking calls and documenting results with structured breaks and lunch
• Attention to detail (ability to use multiple systems with dual monitors, ability to verify identity using date of birth or other personal info, ability to quote and explain complex benefits using resources, determine incorrect claims processing, initiate adjustment, stop pays, and/or priority processing
• Clear and effective communication, both oral and written. Must be able to read out loud to caller
• Order member supplies
• May make changes to primary care physician Performs established performance metrics, such as quality, production; average handling time (AHT) and calls per hour (CPH)
• Works with close supervision or detailed instruction Education Requirements
• Clear and effective communication, oral and written Ability to multi task PC skills (with average typing speed of 35 WPM)
• Customer Service experience and/or call center or heavy phones experience
• Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Internet banking and ATM or Debit Card issues. Performs PIN resets, Internet banking and e-statement set up and check order requests. Responds to Web Support and Secure Chat inquiries. Compiles information from customer and files EFT complaints for customers reporting unauthorized electronic activity on accounts. Follows through with all customers issues and provides ongoing assistance as needed. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationship. Supports and participates in bank initiatives and sales campaigns. 45%
• Researches and resolves customer issues; manages difficult situations. Follows up on all resolutions to ensure customer satisfaction. Identifies and escalates difficult customer situations to the appropriate party. Responds to customer inquiries regarding Bank fees and makes appropriate decisions regarding reversals. Prepares customer correspondence as needed. 25%
• Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures. Continually develops level of knowledge to ensure the development of a full service Call Center, which may include account opening, loan applications, loan payments and various other customer service requests. 10%
• Assists branch staff and customers in resolving issues with ATM/Debit card usage to ensure customer satisfaction. Responds to questions from branch staff and customers and may assist in training to enhance process understanding. 10%

Inbound Sales Call Center Representative Resume Examples & Samples

• Demonstrated success in a sales environment including consultative sales and ability to influence and close the sale
• Demonstrated ability to learn how to sell a complex product requiring specific expertise and knowledge
• Effective phone communication
• Demonstrated success in a team environment
• Computer skills including an ability to navigate screens for searching purposes and basic software applications (e.g., Outlook, Word, Excel, Lotus, Email), and typing skills
• Time management strategies
• Please be sure to add [email protected] to your primary inbox so the email does not get lost in your spam folders
• You can view your status in our process by logging in to your profile after applying at any time
• Follow up on distributed leads
• Generate store traffic and contribute to the markets success
• Handle customer inquiries both by phone and text
• Support sales force by generating sales leads
• Follow communication scripts when handing different topics
• Candidates should be able to take feedback and criticism to improve productivity and character
• Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines
• Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology
• Previous office experience
• Data entry and typing skills (including 10 key)

Call Center Representative Various Shifts Available Resume Examples & Samples

• Verifies, responds to, and dispatches on emergency signals
• Answers incoming calls
• Must keep abreast of the organization goals and positions held
• Must be able to meet minimum productivity standards set
• Must keep abreast of both company and central station policies
• Must be able to meet minimum productivity standards set that apply to a Level I operator
• Ability to work effectively with others
• Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation
• Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations
• Ability to meet key performance indicators such as first call resolution, schedule adherence, and contact quality. The scope of support responsibility spans multiple Human Resource and Payroll process areas
• Take ownership of the customer issue or problem to identify and drive to a possible win-win solution
• As needed, diagnose the underlying event or issue to determine the resolution timeframe. Perform logical steps to resolve the event through utilization of tools, skills, and analyst’s expertise. Where appropriate, provide assistance to the referral resource
• Verify customer identity and maintain confidentiality and confidential information
• Use software for contact tracking, information gathering, research, documenting customer contacts, and problem resolution. Accountable for 100% of contact transaction documentation daily
• Take the frontline responsibility for problem identification and elimination. Provide recommendations to update, simplify, and enhance processes, procedures, and technologies
• Contribute to the knowledge management process in any or all of three roles: knowledge content owner, verifier, or reviewer in compliance with governance model
• Provide frontline support for anyone reporting a Firm emergency inclusive of assessment, response, and recovery. Actively perform a role in the firm’s Emergency Response Plan, taking home the assigned laptop each night in case of redeployment to another facility as part of the business continuity plan
• Actively participate in Contact Quality program to include monitoring, individual and group coaching, and peer-to-peer feedback sessions. Work from action plans for continuous improvement
• Ensure information provided to customers and internal processes followed are in compliance with standards (e.g. HIPAA, PII, ERISA, IRS)
• As requested, cross train new analysts on core systems and processes in a mentoring role
• Proven ability to multi-task, work in an ever changing environment, and stay calm under pressure
• Scheduling flexibility to include working overtime based upon client demands (e.g. seasonal periods) as well as responding to the Call Center’s role in the firm’s Emergency Response Plan
• Ability to work in a team environment with a client service focus
• Underlying infrastructure of the firms’ applications
• Addresses customer’s underlying needs by proactively seeking information from them
• 1 or more years’ experience preferred with Human Resource Line Support, Benefits Line Support or Shared Services Delivery
• Experience serving customers in a contact center via telephone and e-mail channels (chat/instant messaging delivery a plus)
• Microsoft Office Outlook and Word experience required
• Promote SEFCU products and services in accordance with Performance Excellence Sales and Service Standards (listed above)
• Provide quality Investment & Insurance referrals
• Work to achieve personal and department sales goals
• Promote general mortgage services, i.e. home equity, mortgage match
• Initiate request for refund of fees with supervisory approval
• Attend all appropriate job related external and in-house training provided by SEFCU and departmental staff meetings
• Maintain proficiency in all technical applications including: the MasterCard system, Intranet, Internet, and has in-depth knowledge of the Harland Ultra Data (FSP), and Touché Sales and Service systems
• Basic account responsibilities include but are not limited to
• High school diploma or general education degree (GED) and customer service and/or hospitality experience
• Your ability to be bonded is required
• Respond to telephone inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the ICP in accordance with established SHMG guidelines
• Utilize physician protocols to schedule appointments for ICP specialties and meet established Contact Center performance goals
• Utilize SHMG Healthcare systems, Contact Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc
• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes
• During all customer interactions, display characteristics of inquiry, empathy, courtesy, and respect
• Proactively read emails daily and keep up to date on all communications
• Demonstrate behavior consistent with SHMG mission, vision, goals, objectives, and patient care philosophy
• Participate in multidisciplinary quality and service improvement teams as appropriate
• Must be committed to providing excellent service to SHMG customers
• Demonstrate regular, consistent, and punctual attendance
• A High School diploma or an equivalent is required
• 1 to 2 years Call Center/Customer Service experience is required, preferably within a Healthcare setting
• Experience working within a hospital, clinic, or medical office scheduling environment is highly preferred
• Competencies and Qualities
• Must be able to type accurately (40 WPM) and able to wear a headset
• Must be computer/PC literate and facile in navigating among different applications/systems and websites
• Must have solid verbal communication skills and interpersonal skills - comfortable interactions with customers on phone (and via other channels); ability to listen, maintain rapport, show empathy, and use proper telephone etiquette; good grammar, articulation, and speech clarity
• Must have mastery of the English language - spoken and written (bi-lingual a plus)
• Must be flexible, a team player, and receptive to change; is able to learn quickly and retain new information
• Must be able to think critically, identify the caller’s need, and solve the problem
• Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset patients
• Must be self-directed and able to multitask
• Must adhere to work schedule; must be on time
• Must be able to work variable schedule(s) and overtime as necessary
• Two (plus) years of college course work
• Multilingual verbal and written skills
• Demonstrate leadership and assertiveness
• Performs all tasks and treats all customers (external and internal) in a manner consistent the RIC Customer Service standard
• Monitors prescription refill/test result requests coming directly to the Outpatient Services Center, and ensures completion of all requests
• Researches referring physician information, including licensure, governmental eligibility, and contact information to maintain in a centralized database
• One to three years experience in a health care field with a knowledge of health care systems
• Proficiency in keyboarding skills. Application of a variety of moderately complex PC software and office equipment (multi-line phone, metrics board, etc.)
• Demonstrated problem solving and decision-making skills
• Ability to handle heavy call volume and stressful situations when quick action is required
• Understanding of healthcare operations and the crucial role the call center plays for delivering world-class access
• Strong customer service skills and experience that work well with the RIC Customer Service Standards
• Ability to talk and type – Required
• Ability to work successfully in a fast-paced work environment – Required
• Bilingual - fluent in Spanish – A plus

Call Center Representative, RIC Call Center Resume Examples & Samples

• Assists patients with all other requests and questions, and direct patient to appropriate site/staff when applicable
• Maintains the Allied Health Database in consultation with the various sites
• Must be willing to work a flexible work schedule
• Associates Degree or Certificate in a Medical Administration Program is preferred
• Working knowledge of medical terminology and insurance
• Previous call center experience preferred
• Previous experience with Cerner Millennium preferred
• Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel
• Active listening and attention to detail
• Ability to engender trust with both customers and team members
• Strong organizational skills, including attention to detail and follow through
• Effective verbal and writing communication skills in order to interview patients/customers to obtain pertinent medical and financial information
• Capability to identify, trouble shoot and resolve escalated customer problems including follow through to ensure customer satisfaction
• High school diploma, college preferred or work experience
• Basic understanding of banking and finance
• Prior call center or customer service experience preferred
• Must be able to work independently, solve problems and make decisions with minimal supervision
• Ability to function in a closely monitored environment, including continual monitoring of customer calls and productivity levels
• Excellent sales skills required
• Requires ability to proficiently use association management software and other computerized data entry system or other relevant applications
• Must possess excellent communication skills including the ability to communicate effectively, tactfully and professionally with all members, prospects and employees
• Must possess ability to learn and execute telephone marketing/selling techniques in accordance with departmental expectations
• Ability to achieve challenging goals and objectives in a quality manner
• Must be able to perform multiple tasks simultaneously
• Experience using a predictive dialing system preferred
• Ability to work in a fast-paced work environment
• Educate existing members and/or potential members, to the benefits and value of services
• Contact new/existing members based on marketing campaigns to offer additional services
• Accurately process sales orders in Salesforce.com and/ or Association Management System. Utilize Spitfire to handle outbound phone calls
• Accurately present products, package options, and services aligned with assigned business strategy. Follow department scripting
• Meet/exceed sales objectives on all calls
• Maintain all established sales, quality and performance standards for the department
• Utilize predictive dialer to initiate outbound sales, retention and survey calls
• Navigate corporate website and other resources to provide members with pricing, promotions and service information
• Adhere to organization policies and procedures
• One year of experience in an office or health care setting
• Knowledge of Microsoft Word, Excel, and Windows
• Excellent keyboarding skills and familiarity with copiers, faxes and telephone equipment
• High School diploma or General Equivalency Degree (GED)
• Knowledge of medical terminology
• Prior employment as an operator

Wage Garnishment Call Center Representative Resume Examples & Samples

• Handling phone calls regarding garnishment related questions from our clients, client's employees, custodial parents and agencies who ensure ADP is in compliance with federal and state garnishment laws
• Processing inquiries from our operations department when documents are received advising that notifications or payments have not been received
• Up to 1 year of Directly Related Experience
• Bachelor's degree or equivalent in education and experience
• One plus years of Call Center experience with a high emphasis on client service
• Experience with payroll or payroll garnishments
• Able to work well under pressure while maintaining a professional and courteous demeanor at all times
• PC skills a must to include proficient use of various Windows based applications
• Proven ability to adapt to frequent changes and updates
• Proven ability to follow operating procedures and instructions
• Bilingual in Spanish
• Consistently provide members with exceptional customer service
• Assist internal and external customers via incoming telephone calls
• Actively listen to customers and respond appropriately
• Utilize the BCBSMA computer system to look up and record information regarding a customer’s account
• Investigate and resolve member inquiries through correspondence and computer research
• Advise customers regarding policy and benefit information for multiple health plans
• Coordinate internal activities necessary to research and resolve inquiries and provide accounts with service solutions
• Contribute to a team effort to meet or exceed service, production and quality goals
• Identify errors and implement solutions with team members and leaders
• Meet and exceed daily, weekly and monthly performance goals
• Provide a high level of service to both external and internal customers
• Creative problem solving within a team environment
• Desire to create a caring atmosphere for customers
• Flexibility and willingness to change as business needs change within the division
• Take ownership of work
• See opportunity in the unexpected
• College degree or comparable experience preferred
• 2 plus years of successful work experience in a customer focused environment, direct customer contact via phone preferred
• Prior experience assisting members and/or providers with telephone inquiries
• Basic knowledge of personal computer operations and software packages
• Experience in a Windows environment preferred
• Excellent organizational, problem solving, communication and interpersonal skills
• Complete follow-up paperwork and duties necessary to meet or exceed the caller’s expectations
• Document calls on note screen of medical management software system
• Call Code 85% of calls answered
• Complete necessary forms such as QM complaint forms, HIPAA response forms, New Member Survey, Transportation, Fraud & Abuse, Grievance, Case Management, Disenrolled member survey, PCP Assignments, and various reports
• Phone coverage is provided in compliance with CMS regulations
• Performance Measures are achieved and in compliance with established Health Choice Generations benchmarks and policies

Payroll Call Center Representative Resume Examples & Samples

• High school diploma or GED equivalent, or an equivalent combination of training and experience, including working with customer service management systems to ticket and track call volume
• Minimum of one (1) year experience working in a payroll environment or with payroll systems is required. Experience with payroll administration, call centers, and customer service management systems is preferred. Experience with PeopleSoft and Kronos preferred
• Strong communication and problem-solving skills to articulate verbal and written resolution to customers by telephone or email in a professional manner
• Flexibility and a consistent positive attitude while resolving customer inquiries and issues
• Ability to multi-task and create call incidents to track customer inquiries while simultaneously closing out call transactions
• Bilingual (Spanish) is preferred

Call Center Representative Inbound Associate Resume Examples & Samples

• Resolves routines questions and problems, and refers more complex issues to higher levels
• Enters outpatient billing information into computer software system
• Perform general office tasks such as preparing copies and printing reports
• Delivers menus and other food service related items to inpatient nursing units
• 0-2 years telephone-based customer service experience
• Must exhibit a professional and positive image when interacting with patients, departmental staff members and allied health professionals
• Willingness to be a team member with the ability to be flexible and adapt to a changing work environment
• Competent using technology such as hand held computers, word processing, data entry, spreadsheets, and email. Must be able to maintain confidentiality with respect to patient information
• Ability to reach over head, lift and carry 25 pounds and walk a considerable distance
• Associate's degree or equivalent combination of education and experience in the healthcare industry or dietetics
• Demonstrated ability of strong problem-solving skills
• Experience working with MiChart/Epic and CBORD software
• Ability to work in a self-directed manner
• Participates productively as a member of a team
• Completes tasks beyond general support level
• Accepts instruction and direction from leadership. Ability to manage tasks and assignments without detailed direction
• Identifies, prioritizes and resolves some issues independently, and escalates more complex questions or issues appropriately
• Complies with contract requirements, business unit rules and related and legal regulations
• High School Diploma or equivalent; may hold 2 year post-high school Degree; may hold Bachelor’s degree
• Typically, 2 years of Call Center experience
• Prior office or clerical experience
• Ability to follow written policies and procedures
• Ability to access and retrieve information using a PC and basic understanding of Microsoft Office products
• Ability to follow procedural guidelines.'
• Ability to work on assignments with limited instructions from leadership
• Good written and verbal communication skills, including professional telephone skills
• Maintains benefits member database
• Prepares benefit statements and year-end update of benefit records
• Must have experience working with benefit packages

Project Based Benefits Call Center Representative Resume Examples & Samples

• Responsible for the day-to-day service and administration of benefit plans for assigned clients using established procedures and detailed instructions
• Performs benefit calculations where required
• Provides basic advice and guidance to clients or plan members
• Assists employees in the completion of appropriate forms, calculation of benefits or premiums
• Liaises with actuarial staff, senior consultants or senior administrator/manager, as well as trust company and insurance company representatives
• Monitors priority of calls and shifts escalated calls to assure resolution to problems
• Coaches and advises less experienced administrators
• Knowledge of general office equipment (copier, fax, phone systems, etc.)
• Professional communication skills (phone, interpersonal, written, verbal, etc.)
• Self-motivated, proactive, detail oriented and a team player
• Bilingual preferred (English/Spanish fluent)
• Associates Degree Preferred
• Handle high volume of incoming calls and resolve customer request/inquires
• Ability to negotiate, be flexible and make rational decisions on the spot
• Provide excellent customer service, while adhering to policies and procedures

Powersports Call Center Representative Resume Examples & Samples

• Identify, research and resolve customer issues in a timely manner
• Work closely within the team and with other departments
• 1-3 years prior customer service experience in call center environment
• Minimum 1 year Experience in Powersports related industry
• Incoming calls can be from members and / or Providers questioning claim status, review status, appeal status and / or reporting of fraud
• 2+ years of experience within the Healthcare, Claims, or Insurance industries
• 2+ years of Customer Service / Call Center experience
• Moderate proficiency with Microsoft Excel (data entry, reporting, data analysis)
• High Comprehension level, must read and follow procedures
• Must have good written skills
• Must work well within a team
• Must be able to fluidly multi-task
• Superior work ethic
• Excellent Attendance
• Access to a comprehensive employee benefits package including health, prescription, vision, dental, and life and short-term disability insurance
• Portable 401(k) plans
• Practice exceptional customer service and telephone techniques
• Ability to maintain participants engagement throughout a lengthy survey with a high level of complexity
• Ability to listen to and accurately capture respondent answers over the phone
• Maintain confidentiality of procedures, scripts and respondent information
• Consent to be monitored and recorded while conducting surveys
• Receive and manage all communications traffic in and out of Clean Harbors EOC during assigned shift in a courteous and professional manner. The EOC Duty Operator I is responsible to ensure that all calls are handled appropriately and immediately
• Record accurate and detailed information regarding the nature of every call notifying appropriate personnel of call ensuring complete customer satisfaction
• Publish detailed EOC Report documenting every incoming and outgoing call per shift. Make timely notifications and accurately record data in accordance with customer requirements
• Keep all EOC reference material up-to-date plus responsible for routine tests verifying accuracy of data and simulated drills
• Must provide detailed shipping information pertaining to Hazardous Materials transported by Clean Harbors’ vehicles to response or regulatory personnel if requested
• Ensure phone lines from all locations are properly routed to the EOC after hours
• Assist training of new or temporary Duty Operators
• Support Field Service Operations with general administrative needs and Emergency Response (ER) and Non ER calls
• Performs other duties and tasks as assigned from time to time by management and will be required by the needs of the Clean Harbors business

Regional Call Center Representative Resume Examples & Samples

• Solicit customers calling into the location, and assigned accounts, by phone to promote various parts marketing activities
• Determine the availability of parts to best serve customer demands and coordinate the logistics of orders
• Participate in maintaining a lost sales tracking program
• Take mostly inbound calls in a high volume call center
• Receive around 60 inbound calls per shift
• Ask probing questions to screen the calls as you receive them
• Assist the client if possible or transfer them to the appropriate party if need be
• Respond to customer inquiries by personalizing and relaying accurate information to members
• Provide technical, procedural, and operational guidance on client service issues as well as deliver personalized service and respond to questions about products
• Give clear and concise communication of information, policies, and procedures
• Problem solve, perform initial research, and follow-up with client related issues as needed
• Monitor status of requested / assigned work, prepare customized correspondence as necessary, and make outbound calls as requested
• Provide patients with information on necessary preparation or materials and documents needed for the appointment
• Collect and update patient demographics, insurance and authorizations, referring and/or primary care physician information and other pertinent information
• Image documents to the EMR
• Excellent attendance record and punctuality
• Must adhere to a high standard of personal and professional conduct
• Must demonstrate excellent written and oral communication skills
• Must demonstrate the ability to interact with a diverse population
• Must possess strong organization and prioritization skills
• Must demonstrate the ability to multitask in a fast paced environment
• Basic medical terminology
• Familiarity with MiChart

Call Center Representative PRN Resume Examples & Samples

• Responds promptly and professionally to the needs of the client
• Answers phones and provides requested information in a courteous and timely manner
• Effectively researches, troubleshoots and follows through to addresses client inquiries within required timeframe
• Maintains accurate and complete client service center documentation
• Follows safety policies and procedures

Customer Service / Call Center Representative Resume Examples & Samples

• Receive and accurately processing all orders in a fast-paced environment (via phone, fax, website, email and EDI from customers)
• Generate and maintain individual processing procedures by customers
• Providing knowledgeable answers to questions regarding products, product availability and pricing
• Act as extension of sales team; contact customers on daily basis to obtain order details
• Work in a fast-paced environment taking inbound calls
• Be empathetic and helpful to the needs of the customer
• Think on his/her feet
• Remain cool and calm under pressure – be able to deescalate a customer’s frustration
• Ability to work independently and in a self-directed manner
• Be highly organized
• Be flexible
• Be confident
• Think “outside the box” to troubleshoot process exceptions and recommend resolution
• All CSRs must be confirmed as being eighteen (18) years of age or older on or before the CSR’s hire date
• CSRs must have a minimum education of a high school diploma
• Service Provider will only hire qualified CSR’s that are lawfully employable
• CSRs must have demonstrated effective customer service and active listening skills
• CSRs should have a demonstrated ability to solve customer’s problems and concerns with professionalism and empathy
• CSR’s must adhere to all applicable policies and remain resilient in addressing the customer’s needs
• CSRs should produce results in a timely and accurate manner; always building rapport with the customer
• CSRs should have excellent written and verbal communication skills
• CSRs should demonstrate reading comprehension proficiency
• CSRs should demonstrate an ability to follow directions/procedures
• CSRs should have demonstrated proficiency with PC applications, Windows environment, accessing the Web/Internet and Email
• CSRs must have a pleasant-speaking voice and an empathetic tone, good articulation, rate of speed and the ability to be clear and concise In their communication style
• Maintain a work area that is neat and organized
• Submit/process accurate and complete reports
• Provide professional output to our customers
• Develop good knowledge of the various products offered by the Lottery, including play styles, prize structures, pay out percentages, odds of winning, special promotions, etc
• Prior experience in collections and knowledge of HIPAA, EMTALA, and PHI are a plus
• Medical insurance background is a plus
• Proficiency in Microsoft Word and Excel is a plus, and must be comfortable working in multiple computer systems and applications simultaneously
• Must be able to work in a high call volume call center environment with both inbound and outbound calls
• Have great attention to detail
• Be flexible, and have the ability to multitask
• Be able to meet deadlines and productivity standards
• Must possess a High School Diploma or GED equivalent
• Working knowledge of government programs funded by local, state, or federal entities a plus
• Capable of practicing strong human relations skills, such as empathy for others
• Ability to pass drug and background checks required
• Pay is based on applicable experience
• Position involves long periods of sitting, heavy data entry, and heavy telephone work
• Reliable transportation and proof of a valid license and auto insurance required
• Proficiency in Spanish preferred
• Effective listening skills in addition to the ability to concisely summarize information provided by our customers are essential
• Ability and willingness to remain at your work station and follow a structured schedule are necessary to meet customer call volume requirements
• Previous insurance experience and/or coursework are beneficial
• Strong written and verbal skills
• Strong data entry skills
• Type 40 WPM
• Determine the members’ needs and cross-sell appropriate services and products. Continually improve member relationships
• Understand and apply savings policies, procedures and dividend rates to sales calls
• Understand the consumer lending process as it relates to cross-sales opportunities, loan products and interest rates
• Provide accurate account information using account security procedures
• Perform financial transactions in an efficient and precise manner
• Recognize account flags such as: account holds, delinquent loans and screen messages before disbursing savings/loan checks
• Support individual, team and credit union goals as determined by credit union management
• Provide quality member service that exceeds the members expectations
• Utilize system software provided (Spectrum, CSCS)
• Must adhere to contact center matrix reporting requirements
• Promotes honest and open communication throughout the credit union
• Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics
• Work with other credit union departments to insure the workflow or process is providing the best service to the members
• Knowledge of or willing to develop sales techniques
• Knowledge of credit union services and products
• Must be able to appropriately resolve conflicts and escalated issues
• Must be PC literate
• Able to function and thrive in a production environment
• Able to work effectively individually and within a team environment
• Ability to communicate effectively in writing and orally
• Ability to resolve interpersonal conflict and miscommunications
• Knowledge of spreadsheet software and ability to use word processing software
• Must be able to be bonded
• Answer customer’s questions regarding existing orders
• Provide detailed product descriptions for merchandise on the Boscov’s website
• Answer incoming calls for all store locations
• Opportunity to learn additional customer service functions within our care center such as on line chat
• Field inbound auto and home insurance calls from agents related to billing inquires, policy questions and overall customer service
• Counsel customers/agents on underwriting eligibility and policy coverage and/or options
• Within established timeframe, provide phone requested quotes to customers/agents for changes to existing lines or products
• Upgrade coverage and sell new coverage/products to existing customers as appropriate
• Review phone requested cancellations and reinstatements and make appropriate decisions to resolve
• Resolve customer service related complaints and process complex customer calls, answer customer/agent policy and billing inquiries
• Act as on-line billing systems and agency portal website expert to provide proactive agency support as well as assist co-workers in mastering these systems and sell their benefits to the agents
• Accountable to build/maintain effective relationships with customers/agents
• May provide agency and internal support on information input processes
• Handle special projects/other related assignments as delegated by Team Manager
• Customer service experience (face to face or phone)
• Basic math and analytical skills
• Prior insurance experience
• One-two years of previous Call Center experience required
• Preferred experience includes Bilingual (English/Spanish) and prior Level I Help Desk experience along with troubleshooting and probing skills
• Excellent communication skills required with a strong command of the English language (bilingual preferred)
• Outstanding listening and problem solving abilities
• Must be able to multi-task under stress
• Must have above average problem resolution and follow-up skills
• A certain degree of creativity and latitude required while resolving unusual or adverse situations and dealing with difficult customers with diplomacy and understanding, making sound decisions based on available facts
• Ability to effectively deal with stress, work varying shifts, holidays, week-ends and overtime as required in a 24x7 working environment
• Must be able to type a minimum of 30 WPM
• Must be able to effectively work with technology (PC / Laptop / Scripting System / etc.) and have a demonstrable ability to use technology
• Experience working in a Healthcare environment is preferred
• Prefer A+, ITIL, STI, CIAC, ATSI or comparable
• Inbound call center for Enterprise customers
• Email resolution
• Click to chat resolution
• Quality resolution that provides an enjoyable customer experience
• Verbal and written communications with customers
• Review and process incoming letters and email
• Work closely with field management, category managers, and other departments to resolve customer questions/issues
• Research product questions on proprietary brands
• Must be available to work defined work schedule to support business need
• Minimum of 2 years customer service experience working with internal/external customers
• Excellent interpersonal and problem-solving skills
• Ability to type 40 wpm
• Proficient in MS Office preferred
• 2 years’ experience in inbound customer call center preferred
• 2 years retail experience preferred
• Manage and accurately process new prescription orders in accordance with service level expectations. Processing includes data review and completing a call to the patient as a means to create their awareness, educate on the product / service and set expectations for product reconciliation
• Effectively communicate with active and non-active patients in order to troubleshoot challenges with data transmissions and non-compliance with equipment requirements
• Identify and respond to customer needs and problems. Initiate actions as needed to ensure customer satisfaction
• Communicate orally and in writing with the healthcare providers regarding prescription status or to inform on patient non-compliance
• Accurately and effectively document all calls
• Interact effectively with internal team and sales organization to answer inquiries and resolve issues
• Work effectively from a daily task list to address open action items and prioritized needs during the work shift
• Understands and adheres to department standard operating procedures and maintains a high degree of product knowledge
• Attend and support team meetings, conference calls, training programs and other business requirements as it applies to the clients monitoring systems
• Participate in process improvement initiatives as requested
• Effectively manage priorities to facilitate business goals in areas of customer satisfaction and achievement of customer support expectations
• Minimum of a High School Diploma or GED required, Bachelor’s degree preferred
• A minimum of 2 years’ experience in a high volume call center addressing inbound / outbound customer calls while providing customer support function with demonstrated ability to address customer questions and concerns
• Prefers at least one (1) year experience in the medical field or in medical benefits administration field (Billing, Insurance, Pharma, Pharmacy, DME) providing customer service to patients. Knowledge of the medical device business or healthcare environment and understanding HIPAA, privacy laws, Medicare policies and insurance guidelines
• Strong proficiency with Microsoft applications
• Strong computer data entry experience documenting calls by typing on a keyboard while speaking with a customer
• Demonstrated excellent written and oral communication skills. Able to speak clearly, professionally and grammatically correct
• Demonstrated independent working skills, completes tasks without appreciable direction
• Ability to multi-task in a highly dynamic and fast paced situation
• Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues, even when dealing with difficult customer interactions
• Ability to work flexible hours and varying daytime and evening shifts, including weekends. May include overtime as business needs dictate
• Demonstrated ability to communicate effectively with customers/business partners to answer questions and resolve issues according to department protocols and requirements
• A minimum of 2 years of related experience in customer service and / or a high call volume environment
• Associate’s Degree or equivalent experience
• Ability to multi-task, organizational skills, and attention to detail are critical for this position
• Microsoft Excel, Word, and Outlook experience required
• Handle customer inquiries both by telephone, email and other means of communication
• Manage large amounts of inbound and outbound calls such as and not limited to Customer welcome calls, premium due, and past due reminder calls in a timely manner
• Answers customer inquiries by providing valid and accurate information on a first call resolution
• Follow company’s call “scripts” when handling different types of calls
• Identify customers’ needs and provide solutions and/or alternatives if cannot resolve during the first call, escalate unresolved problems immediately to management and follow up to ensure resolution is met
• Build relationships and engage customers by taking the extra mile to provide pleasant customer experience
• Maintains call center database
• Update existing customer information
• Complete call logs
• Other tasks assigned by management
• Ability to meet the client’s requirements and being able to maximize relationships profitability
• PC literate in MS Office, including Word, Excel, PowerPoint
• Mature with strong personal drive
• Strong customer focus and follow-up skills
• Responsible and demonstrated ability to work under pressure

Core-medical Call Center Representative Resume Examples & Samples

• Utilizes superior customer service skills working in a call center environment managing a high volume of incoming calls to the practice
• Provides patient referrals (with physician direction) or ensures appropriate referrals have been obtained for required visits in specialty offices
• May perform the duties of practice Medical Office Coordinator such as check in/check out, collection of co-payments, adjustment transactions, balancing daily journal, and maintaining provider schedules
• Advises appropriate staff of priority items that require immediate attention by using IP Phone, facilitator phone, and/or EMR messaging
• Demonstrates sensitivity to patient's comfort, confidentiality and concerns while maintaining a therapeutic environment for the patient and family in accordance with the provider and CORE standards
• Provides coverage in other Core offices as requested
• Prepares new patient records and completes scanning prior to patient appointment
• Assigns new patients to a provider & care team to establish a care partnership
• Scheduling of patients to the appropriate care team (whenever possible) to ensure consistency for the continuity of care
• Handle multiple responsibilities and have a customer focused mind set
• Must be available to work flexible work schedule including weekends and evenings
• Effective communication, interpersonal and organizational skills in person and on the phone
• Previous customer service experience in a retail setting preferred
• High School diploma or equivalent required, two year college degree preferred
• Previous supervisory experience a plus
• Proficient computer skills and able to learn proprietary P.O.S. program
• Flexibility to work a retail schedule that includes nights and weekends
• Ability to work 40 hours a week
• Bilingual - Spanish - a plus!
• Communication/Telephone Skills: Adheres to established telephone management principles (Front End Redesign). Able to efficiently navigate the electronic medical record (MiChart) to obtain information needed. Demonstrates good customer service telephone skills
• Appointment Scheduling: Able to accurately and efficiently schedule patients utilizing the MiChart. Able to identify the best available appointment type to meet the patient and clinic/ provider needs and requirements. Able to ask and document the correct questions to assure accurate billing information is obtained and required referrals/authorizations are met. Shares outstanding balance information to the patients and/or guarantor
• Information Management: Utilizes MiChart inbasket process to accurately and appropriately document patient requests including urgent medical problems, prescriptions and other medical needs, and referrals. Routes patients to appropriate resources. Able to identify "red call" and "yellow card" situations and respond appropriately
• Pre-Arrival/Arrival: Verifies insurance eligibility, ensures referral and other authorization requirements are met. Understands managed care principles. Is able to identify and initiate resolution for issues (patient balances, questions, etc.) Obtains appropriate signatures and any needed information (forms,waivers)
• Minimum of 2 years previous experience in clinical and clerical health care setting is required
• Excellent phone management and customer service skills, including telephone triage is required
• Demonstrated ability to work collaboratively with multidisciplinary teams
• Willingness and openness to new ideas and processes that improve patient care
• Good attendance record
• Additional Requirements
• Daily review of all Siebel cases for accuracy
• Workflow of cases to the case processing team
• Follow up and follow through of all cases to completion
• Call backs for more technical calls
• Escalation of observations and any immediate needs to the Administration Teams
• Participation in Client and Administration team meetings
• Ensure cases are closed consistent with client SLA
• Coach/Train Participant Services Representatives to first call resolution
• Identification of training opportunities: tactical and strategic
• Review reports daily, provide analytics and trends of client case management: Aged cases, Repeat Callers
• Communication of Trends and Analysis to Administration
• Knowledge Base update recommendations (to support FCR)
• Client Implementation: support for new clients to Mercer and clients transitioning to this support model
• Retirement and Survivor Services
• 2-3 years Participant Services experience
• Participant Services Rep II or greater preferred
• Business Skills: customer service, attention to detail and quality, analytical skills, follow up and follow through, identification of trends, escalation, time management, Mercer’s Quality programs and initiatives
• Technical Skills: solid PC skills, system knowledge (Mercer specific systems), Siebel and Siebel analytics, Excel, Word, Powerpoint, Visio (a plus)
• Professional Skills: communication – written and verbal, procedure documentation, client project management, influencing others, problem solving, time management
• AVAILABLE SKILL SET TRAINING
• Answer multi-line phone system
• Find available interpreters and coordinate assignments
• Pre-employment screenings are required
• If converted after the approximate 90-day probationary period, the background check will be conducted again to meet FEMA requirements. This would be a 7 year, Homeland Security background check with fingerprinting
• 1+ year of call center experience is required
• Must have a good memory. Client information is constantly evolving and adapting, yet must be memorized
• Achieve individual sales, referral and service quality goals as well as team sales
• Follow up on all commitments to contribute to department service level standards
• Excellent verbal communications skills
• Demonstrate a working knowledge of banks products, services, and policies
• High School Diploma or GED and a minimum of four years high volume call center experience and/or four years of teller and/or branch banking experience
• Build rapport and strengthen client relationships while servicing client needs with account inquiries, servicing needs, and issue resolution
• Maintain thorough knowledge and understanding of Key Bank’s products and services
• Knowledgeably respond to and overcome client objections
• Recognize and effectively act upon client retention opportunities
• Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate
• 1-3 years client services and sales experience required
• Ability to adhere to established attendance policies
• Providing excellent customer service to prospective customers
• Verifying information submitted by the consumer through an online Inquiry
• Able to quickly build rapport with potential clients
• Identifying customer’s goals and objectives
• Ability to handle high volume phone calls

Claims Call Center Representative Resume Examples & Samples

• Develop the skills to be responsible for analyzing death and waiver of premium claims
• Prepare well written communications to beneficiaries / representatives, internal counsel, underwriting and senior management
• Must accurately update all information in claim's systems
• Exhibit excellent verbal and listening skills, be detail oriented and have the desire and ability to provide customer service in a professional positive manner while maintaining an empathetic voice with the beneficiary / representative
• Review documents and information and make sound decisions based on knowledge, training and experience
• Associate's or Bachelor's Degree 3.0 GPA preferred, or equivalent years of related experience
• Strong PC skills to include Word, Excel, Lotus Notes with the ability to navigate multiple applications during call handling
• Proven ability to work in a fast paced environment with attention to detail as individual will be handling inbound phone calls and multi-tasking navigation through numerous applications
• Strong accountability and customer service skills to provide exceptional service
• Must be willing to work 9:30 a.m. to 6:00 p.m. EST shift
• Answer incoming calls from Agents and Clients while processing applicable transactions during call and creating work items in Automatic Work Flow (AWF) as necessary
• Establish high quality customer relationships - using information resources and own technical knowledge to respond to external and internal inquiries
• Active involvement in stretch assignments, i.e., enhancing claims knowledge through e-learning's and classroom led training
• Develop and maintain working knowledge of administrative and mainframe systems needed to process service functions and perform at a fast pace with high accuracy and quality
• Develop expert knowledge of all products in assigned skill sets, software applications and processes
• Demonstrate high proficiency in subjective metrics, i.e., customer service focus, effective communication, technical knowledge, professional growth/engagement, accountability/dependability, and decision making
• Focus on specific team metrics, i.e., quality monitoring, security verification, adherence to schedule, production, attendance and quality processing
• 1 year of customer service experience required in a related field
• 2-4+ years of working experience in customer service or related fields
• Able to read, write and speak English proficiently
• Excellent written and oral communication skills in both languages
• Dental Experience preferred
• Healthcare/Insurance billing experience desired
• Office administrative experience and skill desired
• Ability to follow written policies, procedures and guidelines, and give feedback to leadership
• Intermediate-level knowledge of operating systems
• Self-motivated with good time management and organizational skills
• Ability to read and interpret basic to moderately complex documents such as operating and maintenance instructions, procedure manuals, and government/healthcare guidelines
• Excellent written and verbal communication skills and customer service skills, including professional telephone skills

Employee Services Call Center Representative Resume Examples & Samples

• Demonstrate a polished, courteous professional manner in dealing with all levels of employees
• Ensure (when possible) first-call resolution support in responding to human resources and/or benefit-related support questions; if first-call resolution not possible, respond within service support guidelines
• Provide PeopleSoft system support answering questions relating to Employee Self Service, benefits enrollment, qualifying life events, employee address and name changes, etc
• Establish and track all employee support activity through call center technology, focused on results and continuous process improvement
• Access and maintain the ESCC knowledge database as required to ensure accurate, consistent and compliant up to date information
• Generate call center reports to analyze important metrics and ensure service and performance standards are being met or exceeded including
• First-call resolution
• Service level/response time
• Average handle time/calls per hour
• Self-service accessibility
• Customer Satisfaction
• Perform administrative duties as necessary including benefit support activities such as Qualified Domestic Relations Orders, Letters of Creditable Coverage, Qualified Life Events, Dependent Audit and other support related to benefits administration
• Ability to actively listen to employee and/or dependents
• Ability to understand and empathize with the employee and their experience
• Ability to prioritize and solve problems in a time-sensitive-high volume environment
• Proficiency with navigating through multiple systems
• Ability to exercise considerable judgment and discretion in dealing with matters of significance for the business
• Proficient in Microsoft Office Word/Excel
• At least 12 months of experience working in a shared service environment or call/contact center required (preferably in a benefits-related support environment)
• High school diploma (or GED) required; Associates or Bachelor’s Degree a plus
• Accepts instruction and direction from leadership
• Ability to manage tasks and assignments on a daily basis
• Identifies, prioritizes and resolves issues independently, and escalates more complex questions or issues appropriately
• High School Diploma or equivalent, may also hold a 2 year post-high school Degree or Bachelor’s degree
• Typically up to 1 year of working experience in related fields
• High School diploma or GED or equivalent experience
• 6 months of experience in relevant work
• Strong interpersonal/verbal communication skills
• Ability to create, review, and interpret treatment plans
• Ability to act on feedback provided by showing ownership of his or her own development
• Previous experience in a call center or customer service environment
• Responds to customer's calls within designated time frames and perform troubleshooting procedures to determine the nature of the inquiry or issue to the satisfaction of the customer
• Clarifies the customer's inquiry, determines the cause of the problem and selects and explains the best solution to solve the concern and expedite correction or adjustment as needed. Follows up with customers to ensure resolution
• Follows organization standards to maintain excellent quality service
• Completes all necessary paperwork and documentation
• Inputs and edits information or data to document inquiries and correspondence
• Develops and utilizes a filing and retrieval system to access records or information
• High School Diploma, required; Associate’s Degree, preferred
• Fluency in Spanish, highly preferred
• Prior Customer Service or Sales experience, preferred
• Experience working in a Call Center and adhering to call metrics, preferred
• Proficiency in Microsoft Office Suite, required
• Using excellent telephone skills make outbound phone calls to dental office patients
• Reminder phone calls to patients who haven’t been in for 12 to 30 months
• After reminder postcards have been sent, make follow-up phone calls to patients due for their 6 month check-up
• Phone calls to patients to reschedule their existing appointments
• Maintain accuracy by following the office scheduling format, updating as needed, and verifying patient insurance coverage
• Answer inbound phone calls for dental offices from closing time until 8:00p.m. weekly, and during regular working hours when required
• Respond to patient appointment requests from dental office websites
• Answer inbound calls
• Using email confirmations, work with the Marketing Department and Dental Offices to reschedule canceled appointments
• Actively participate in the Perfect Patient Experience® by demonstrating a positive attitude and doing everything you can to ensure patients’ needs are met
• Pass all basic guide tests pertaining to your position within 90 days of accepting this position
• Participate in meetings as required
• High speed data entry, including 10-key
• Uses a proactive approach to identify customer needs and potential sales opportunities, providing solutions and resolving problems through inbound calls, emails and chats
• Uses problem solving methods to listen, empathize, apologize, react and notify the customer of a solution
• Answers inquiries and resolves problems by clarifying desired information; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Conveys information to customers in a clear, compelling way that will positively influence each customer’s thoughts and actions
• Sells additional services by recognizing opportunities to up-sell accounts; explains new features
• Maintains the Signature core system and/or other customer database systems by entering information
• Answers all inquiries regarding the Bank’s service/product promotions and advertisements
• Enhances the Bank’s reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments
• Keeps Call Center equipment operational by following established procedures; reporting malfunctions
• Protects confidential customer information and ensures that customer identity is always certain, in compliance with Call Center work procedures
• Monitors for suspicious account activity and takes necessary action to mitigate risk to protect the Bank and our customers from potential loss
• Fulfills all assigned responsibilities as described in applicable operational procedures with minimal supervision
• Maintains knowledge of and complies with regulations that include but are not limited to overdraft protection, Reg E, Reg D, Bank Secrecy Act (VSA), Reg CC, privacy-Gramm-Leach-Bliley Act (GLBA) and Non-public Personal Information (NPPI) regulations, Right to Financial Privacy ACT (RFPA) identify theft red flags, Unfair Deceptive or Abusive Acts or Practices (UDAAP), Financial Elder Abuse, OFAC
• Seeks opportunities to enhance knowledge of the Bank’s products and services as well as solutions to satisfy customer needs
• Performs other work-related duties as assigned
• High school graduate at minimum
• Experience required
• Must have a minimum of a High School Diploma or 1-2 years of experience in the field or in a related area
• Must have knowledge of commonly-used concepts, practices, and procedures within a particular field
• Other: Relies on instructions and pre-established guidelines to perform the functions of the job
• Works under immediate supervision
• Primary job functions do not typically require exercising independent judgment
• Typically supervised by a supervisor or manager
• This is a temporary to permanent position based on job performance and business need
• Ability to receive and/or make telephone calls to respond to and/or resolve customer inquiries and concerns
• Ability to explain company products/services
• Ability to recommend products/services to meet the customer's needs
• Ability to maintain log of customer inquiries and concerns
• Ability to follow procedural guidelines to respond to and/or research customer questions
• High School Diploma or equivalent. Typically requires 1 - 2 years general experience, or equivalent combination of experience and a college-level education
• Insurance billing experience helpful
• Ability to effectively prioritize and handle multiple tasks and work under aggressive time constraints
• Ability to provide quality customer service
• Excellent analytical, problem solving and decision-making skills
• Experience with Microsoft Office, Word, Excel. Knowledge of Internet access beneficial
• Must have strong organizational skills and ability to meet call center performance requirements
• Identifying qualified health care professionals in a geographic area through outbound phone calls
• Develops and maintains positive relationships with customer’s office staff
• Work to negotiate competitive & cost effective pricing and obtain contracts with these customers to meet health plan needs
• Explain the DHMO plan's policies and procedures to customers (of which are healthcare professionals)
• Resolving complaints and disputes, ensuring compliance with policies and procedures
• Strong communication, analytical and problem solving skills
• Candidate must have the ability to navigate a computerized data entry system or other relevant applications for tracking, information gathering, and/or troubleshooting
• Prefer one year experience in health care or managed care
• Prefer knowledge of health care terminology, communication and negotiation skills
• Experience with various reimbursement methodologies
• Work in the Otolaryngology call center 24-40 hours a week and perform various tasks based on the days staffing needs
• Manage outbound and inbound phone calls
• Education: High school diploma or equivalent
• Two to Five years of customer sales and service experience
• Ability to troubleshoot and multi-task in fast-paced work environment
• Proficient in the use of computerized systems
• Successful completion of all AAA requirements for membership and financial training
• High-volume customer service, order taking and troubleshooting deliveries
• Processing new account set up
• Order management from start to finish
• Understand the business and product offerings for our home improvement programs
• Respond to customer and contractor inquiries accurately and efficiently
• Schedule and confirm appointments with customers and contractors as required
• Process customer payments
• Serve as the primary liaison between Customers, Territory Managers, District Sales Managers and Product Sales Support Administrator (PSSA) as well as but not limited to Operations, Credit & Transportation
• Engage in regular phone conversations with customers, including taking orders, resolving issues, and opportunistically selling
• Review orders placed through Online to ensure accuracy / completeness, contacting customers with suitable substitutes as necessary
• Provide administrative support to Territory Managers and District Sales Managers, as needed
• Escalate issues to appropriate parties, as necessary, to ensure appropriate responses Respond to customer and Territory Manager questions and requests (e.g., price information) in a timely manner, either
• Answer and direct incoming telephone calls in a timely, professional and courteous manner. Provide quality service and prompt response to all callers
• Identify callers’ needs and respond by providing general information or transfer the call to the appropriate area, department or individual within the Bank as appropriate
• Lead and support other employees performing similar duties. Manages more complex customer calls/issues and concerns
• Serves as back-up to supervisor in performing various duties
• Answer all inquiries regarding the Bank’s service/product promotions and advertisements
• Answer inquiries regarding any business emergency situation, e.g. power outage, natural disaster
• Ensure customer inquiries and/or complaints are responded to promptly and with courtesy
• Follow established procedures to report or escalate a customer complaint to the appropriate area
• Process online banking applications and provide customer service support for online banking customers
• Review and process the mobile deposits and perform any necessary account entry
• Perform clerical functions as required
• Excellent communication, interpersonal and professional telephone skills
• Effective reasoning ability; solve practical problems, interpret and take decisive action on instruction
• Ability to exercise sound judgment in dealing with sensitive and confidential information and matters
• Two+ years in a customer service discipline, and/or call center or Security support experience
• Must have basic computer and typing proficiency, be able to hear and distinguish different sounds on audio surveillance systems
• Must be able to sit at work station from extended periods of time
• Must be able to distinguish between red and green colors
• Answers, screens and directs incoming and outgoing telephones calls, electronic messages and other web-based communications using a call management system. Transfers telephone calls to the appropriate department or personnel. Arranges conference calls or third-party calls
• Uses overhead and text paging system when appropriate. Contacts and distributes messages to personnel using a variety of electronic methods, including text, voice and email systems
• Responds quickly and courteously to basic inquires and refers other inquires to appropriate department or personnel
• Registers and posts notes in client records. Creates and maintains data and reconciles to client appointment records. Schedules and confirms initial and followup appointments, as necessary
• Enters data in a variety of client management computer systems. Initiates and responds to faxes, emails and on-line messages. Performs basic account maintenance activities
• Follows up on customer and client inquiries not immediately resolved
• Notifies emergency personnel, security and authorities following established protocol, as necessary
• Performs simple maintenance. Keeps equipment operational by following established procedures and reporting malfunctions
• Provides requested information regarding policies and procedures, terms and programs relating to service area to clients and customers
• Provides assistance to other departments, as directed
• Identify customer needs and interpret the Motor Vehicle Code, policies, and procedures to the customer’s level of comprehension
• Neutralize challenging or escalated customer situations
• Show empathy for customers’ problems and resolve issues by taking appropriate action; research and resolve customer disputes and inquires
• Present a professional and courteous image to represent customer-focused PennDOT standards
• Use proactive listening skills and probing techniques to better understand the customers’ perspectives, behaviors, and motivations
• Balance quality and quantity; provide information accurately and professionally in a timely fashion in order to assist the maximum number of customers
• Maintain required confidentiality of driver license and motor vehicle records
• Monitor, evaluate, and adapt behavior to respond to a variety of ages, ethnic, and cultural backgrounds
• Display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard
• Remain calm and professional during stressful circumstances
• Conduct self in a manner that maintains harmonious working relationships
• Act with integrity and professionalism at all times
• Minimum one year customer service in a call center environment, or two years of general customer service
• Experience solving complex and escalated customer situations
• Reliable attendance history
• Intermediate to advanced computer skills; IS400 experience is a plus
• Manage large amounts of incoming calls
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Take the extra mile to engage customers
• Call Center: 1 year
• Obtains, confirms, and interprets necessary data and correctly conveys verbally such, through the use of the telephone and the PC. Accuracy in obtaining and disseminating information is extremely important
• Handles all processing issues and special projects assigned by the supervisor
• Maintains follow-up system for tracking problem issues that are received over the phone. Processes transactions and updates on-line
• Enforces final denial decisions made on complicated accounts and difficult processing problems
• Routes calls to appropriate individuals or divisions within the Agency, other State agencies, various Federal program areas and servicers or colleges as necessary. Information given must be accurate and provided in a courteous and prompt manner
• Maintains logs of incoming calls for later follow-up to ensure problem resolution and budget allocation purposes

Room Service Call Center Representative Resume Examples & Samples

• High school or vocational school graduate preferred, some college preferred
• 3-5 years of food service experience preferred
• Knowledge of food service kitchens, including standards of safety and cleanliness
• Demonstrates strong communication skills, including the ability to read and understand English. Must be able to comprehend and take appropriate action quickly. Must be able to communicate in written and verbal form with clarity and professionalism
• Ability to work independently, completing assigned tasks safely and correctly, demonstrating good time management skills
• Ability to follow through on instructions
• Ability to demonstrate excellent customer service skills, ensuring all actions reflect program’s service goals. Must be able to take initiative and ownership of concerns, following up appropriately
• Ability to demonstrate commitment to team members and patients through flexibility and strong work ethic
• Must demonstrate computer literacy, including speed and accuracy and the ability to learn and use new computerized systems
• Must demonstrate excellent organizational skills, including ability to multi-task effectively, completing all tasks accurately and while maintaining customer service standards
• Neat, professional appearance
• 2 years telephone customer services experience. Preferable PBX, healthcare, collections, hospitality industry, sales experience
• Knowledge of computer terminal/keyboard hardware and word processing software
• Excellent grammatical skills
• Must be able to type at least 30 wpm
• Assist frontline contact center agents with questions regarding the claims processes
• Assist insureds and claimants with questions, provide clear instructions on completing claim forms, and provide general timeframes for claim submissions
• Make outgoing calls as needed to provide responses to insureds and claimants
• Generate, approve, and manually assemble accurate claim packets for insureds and claimants
• Update systems to document calls
• Provide excellent customer service to patients, physicians and coworkers.-Schedule new and return patients for clinical appointments, diagnostic services, ambulatory procedures and interpreters in MiChart and MiDent.-Determine the existence of patient’s previous registration number.-Verify & update patient’s demographic information and insurance.-Answer telephone calls, e-mail and web inquiries to schedule patient.-Manage incoming faxes.-Mail itineraries.-Image outside documents into the MiChart and MiDent system.-Respond promptly to appointment requests.-Ability to work independently and as a team player.-Other duties as assigned by the clinic coordinator.-Ability to communicate effectively and professionally with coworkers, NPs and physicians
• Ability to multitask and prioritize work appropriately is essential
• Ability to accurately receive and relay information over the telephone and through written documentation
• Ability to accept direction from multiple sources, prioritize tasks and remain adaptable to rapid changes in work
• Ability to work under pressure and deadlines
• Ability to be flexible when protocols are updated
• 2-3 years of previous customer service experience within a call center or medical environment
• Computer savvy, ability to navigate multiple programs simultaneously
• Knowledge and fluent use of Microsoft Word, Excel and Outlook
• Solid typing/keyboard skills; minimum typing speed of 45 net wpm and/or and alphanumeric speed of 6450 net KPH
• Ability to work in a fast paced environment under direction of the clinic manager
• Detail oriented with analytical ability
• Professional, flexible and positive team player
• Self-starter, motivated
• Excellent attendance
• Passion for providing excellent service to customers
• Knowledge of University policies and procedures.-Knowledge of Oral & Maxillofacial Surgery/Hospital Dentistry scheduling practices.-Experience with computerized patient scheduling systems.-Experience working with MiChart or MiDent systems.-Knowledge of insurance carrier requirements.-Knowledge of medical terminology.-Experience working in a health care setting

Telesolutions Call Center Representative Resume Examples & Samples

• Achieve contract performance goals and objectives as established in the client agreement
• Demonstrate comprehensive knowledge of all company approved product information
• Develop a daily/weekly call schedule to insure efficient and comprehensive coverage of territory
• Pre and post call analysis of calls
• Participate in training and development programs
• Help to maintain required project documentation
• Respond to customer inquiries
• Experience in high-pressure and fast paced environment -
• Excellent and persuasive communication skills, both oral and written
• Powerful customer focus
• Ability to function effectively in a team environment
• Basic computer and data entry skills, must be able to type 40 WPM
• Is able to multi-task and work in different databases simultaneously
• Answers inbound calls and makes outbound calls to sell and service insurance and securities products to new and existing clients
• Performs consultative services to assist in obtaining retirement goals for perspective clients, answering questions, overcoming objections, and assisting in the purchase of appropriate securities products to meet those goals
• Sends correspondence and follow-ups with the client to finalize a sale
• Establishes and maintains rapport with prospects and clients via phone and/or mail on a regular basis

Surogation Call Center Representative Resume Examples & Samples

• Ability to work proficiently with Microsoft Office, Word, and Excel required
• Ability to analyze information and use logic to address work-related issues and problems
• Ability to perform oral presentations with good quality
• Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines
• 1+ years’ experience working in a professional office environment

Participant Call Center Representative Resume Examples & Samples

• Conduct correspondence with customers and representatives
• Bachelor's degree Prefered
• Strong client relationship and interpersonal skills
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
• Demonstrated ability to learn and apply basic concepts in new situations
• Organizational, writing, and mathematical ability to accurately and efficiently complete general administrative work such as filing, payroll, ordering of supplies, processing of bids and invoices, auditing, lock and key coordination, correspondence, inventory, and documentation of administrative procedures and practices
• Ability to uncover the important and relevant information about a problem through effective customer interface, conversation, and questioning and dispatch appropriate work order. Ability to build and maintain customer relations through a professional approach to handling customer service needs and problems
• Ability to independently analyze situations and problems, identify issues and make effective decisions or recommendations within established procedures. Ability to communicate sound judgment and respond quickly to sensitive and urgent situations
• Proven ability to work efficiently in a busy, service oriented office atmosphere with frequent interruptions, varied work assignments, and fluctuating priorities while meeting deadlines. Ability to work with other staff personnel in a positive, team oriented manner
• Excellent interpersonal skills including tact, confidentiality, diplomacy, and flexibility; excellent telephone manner in handling a variety of calls
• Proven communication skills, verbal and written, including knowledge of correct English grammar, spelling, punctuation, and usage, with ability to compose letters and memoranda utilizing appropriate formats and styles, while proofing work to ensure accuracy of grammar, punctuation, and spelling
• Ability to fully analyze assignments, to gather data and information, and to work with tact and diplomacy with all members of the campus community
• Ability to operate standard office equipment, i.e. computer, 10-key, various printers, fax machine, copy machine, and scanner
• Demonstrated ability in data entry, database-work order management, word processing, Microsoft Access, Excel, Outlook, and Word
• Ability to input a high volume of complex data accurately and within pre-established deadlines. Ability to manipulate the data base to analyze data and produce requested reports
• Ability to maintain acceptable work habits, demeanor, attention to detail, punctuality and regularity of attendance
• Demonstrated ability to effectively interpret and follow instructions and complete accurately assignments which require a high level of detail

Call Center Representative AM Shift Resume Examples & Samples

• Ability to maintain a high level of patience and professionalism throughout lengthy surveys
• Demonstrate the ability to move around within a survey to add, delete or change information when appropriate
• Follow all center policies and procedures as outlined in the call center policy addendum
• Ability to arrive to work on time, and as scheduled, in order to adhere to assigned work schedule and meet team goals
• Ability to speak clearly, with enthusiasm, while using tone variation and voice inflection
• Ability to quickly build professional relationships over the phone
• Ability to persuade respondents to participate in surveys
• Identify and contact patients who are due for appointments, and schedule appropriately
• Maintain database, ensuring accuracy of patient information
• Verify and update insurance information
• Track and log progress on a daily basis
• Process and complete online appointment requests
• Accept, handle or forward incoming calls from 800 line professionally
• Correspond and communicate with appropriate departments within organization
• Identify, research, resolve and respond to customer service issues
• Seeks solutions and communicates with department manager
• Develops and grows positive working relationship with team and organization
• Projects a professional image in all service correspondence
• Maintains organized files and reports any discrepancies to department manager
• Attends functions/training to gain knowledge of billing/process and vendor product
• Assumes and performs other duties and responsibilities not specifically outlines herein, but which are logically and properly inherent to the position
• Prior administrative/clerical experience in a corporate office preferred
• Proficient in Microsoft Office and Windows
• Must be able to demonstrate problem solving skills
• Must display a positive customer service attitude
• Must be able to be flexible in work hours
• Must have effective oral and written communications
• Must have organizational and time management skills that result in high productivity

Fixed Annuity Call Center Representative Resume Examples & Samples

• Provide service to our agents and clients by providing policy information and processing transactions primarily in response to telephone requests. The representative will also process service transactions in response to written requests in support of the processing team
• Within regulatory guidelines, review and process inforce business transactions using systems such as Mainframe, Fixed Annuity Cyberlife and Rpay. Transactions consist of Partial Withdrawals (normal and Required Minimum Distributions), Periodic Partial Withdrawals and Disbursements (Internal/External Exchanges and Transfers and Direct to Customer), Correspondence, Check Stop and Reissue, Duplicate Policies, Returned Mail and Maturities
• Possess and demonstrate ability to assess the information gathered at the point of call and make appropriate decisions
• Maintain good working knowledge of our administration systems, products and services
• Exhibit excellent verbal and listening skills, be detail oriented and have the desire and ability to provide customer service in a professional positive manner while maintaining an empathetic voice with the policy owner or agent
• Proficient customer service and listening skills
• Proficient oral and written communication skills
• Detail oriented and organized
• Answer telephone calls from clients and associates regarding inquiries on deposit accounts, consumer and mortgage loans, online banking and all other bank products and services, and fulfill their telephone requests
• Keep abreast of new products and services as well as enhancements to existing products and services to actively promote and cross-sell the bank’s products and services to new and existing clients
• Research and resolve client questions and concerns and respond back to them in a timely manner to ensure client retention and satisfaction
• Process miscellaneous transactions including stop payments, telephone transfers, loan payoffs, loan verifications, etc
• Process all returned mail statements to the bank and complete change of address forms
• Retrieve all night service calls and e-mail messages received through the bank’s website and fulfill their requests by either responding back to them or directing their requests to the appropriate branch or department
• Research, verify and resolve check order requests for clients
• Cancel and reactivate ATM and debit cards and complete dispute forms as necessary
• Assist Call Center Supervisor in training and developing new call center associates
• Applies an in-depth knowledge in the area of employee benefits, program procedures, methods, and requires knowledge of program and staff responsibilities
• Able to use established filing and data systems, functions, and/or procedures that require knowledge of the program. Reviews data and information for completeness and accuracy using standard guidelines; performs tasks with attention to detail. Understands software used to perform day-to-day functions
• Ability to analyze, research and interpret information of a technical, mathematical or financial nature
• Ability to communicate effectively in both verbal and written form with a wide variety of people via telephonic, electronic or in-person interactions
• Identifies and recognizes the root cause of problems and utilizes resources to resolve the issue
• Analyzes information with responsibility for content review, accuracy, and quality. Communicates information clearly to external and internal customers and applies judgment in releasing confidential information or to whom to refer questions
• Demonstrates in-depth knowledge needed to proofread written communication for grammar, spelling, punctuation, and basic formatting
• Provides answers to requests for general information in written format. Records and documents information accurately
• Answer inbound calls and emails regarding product orders, parts orders and repair requests in a fast-paced environment
• Respond to technical support inquiries for our connected watches, such as, set-up (pairing product), trouble-shooting, hardware and firmware compatibility, providing options and recommendations, etc
• Confer with customers and/or internal sales professionals to provide general information about products and services, to fulfill orders, or to resolve complaints
• Process repair instructions according to customer requests
• Keep detailed records of customer interactions and transactions, recording inquiries, complaints, and comments, as well as actions taken
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
• Minimum of 2 years of service-related experience in a call center environment
• Basic knowledge of Customer Service principles and processes, including needs assessment, meeting quality standards and evaluation of customer satisfaction
• Must have a high level of familiarity/comfort working with IOS/Android Software, including app pairing and/or basic troubleshooting
• Superior problem solving skills and out of the box thinking
• Must be detail oriented and organized
• Must be able to work in a fast-paced environment and be adaptable
• Basic knowledge of MGI brands and product lines helpful
• Above average verbal and written communication skills
• Proficient with Excel and Word software and also with Windows based applications
• Audit background in Medicare is a plus
• Experience with Vertafore Systems is a plus but not required

Open Enrollment Call Center Representative Resume Examples & Samples

• Efficient to Multi-Tasking capabilities/ navigate different systems
• Versatile/adaptable: Constant changing environment (Priorities can change daily)
• Self-Sufficient – Someone who can stay on task and when work is completed will reach out to leadership team for additional tasks
• Call Center/Customer Service experience

Call Center Representative Starting Resume Examples & Samples

• High school diploma or GED
• Stable employment record
• Ability to maintain outstanding attendance at all times
• Schedule flexibility to work 30-40 hours per week including days, evenings and weekends
• Ability to effectively communicate in a respectful and assertive manner
• Willingness to submit to and pass E-Verify and background check
• Ability to feel comfortable sitting for most of an 8h shift
• Excellent computer abilities to navigate our care systems, as well as the Windows environment
• Ability to negotiation payment
• Strong problem solving skills
• Basic data-entry and typing skills
• Basic mathematical abilities
• Alliance Data offers a competitive salary and a comprehensive selection of benefit options including 401(k)
• Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with all applicable laws
• Alliance Data is an Equal Employment Opportunity employer
• Alliance Data participates in E-Verify
• Receive inbound phone calls and assist current and potential customers with orders, returns and product questions
• Keep accurate and daily records
• Learn products and keep informed of new products introduced online
• Establish good working rapport with customers, vendors and other company departments
• Create a positive and professional image for the company
• Remain current in your knowledge of products, programs, processes and policies
• Typically, 1-2 years of working experience in related fields
• Possess excellent verbal and written communication skills, including professional telephone skills
• Ability to maintain a professional attitude
• Knowledge of and familiarity with computers, Microsoft Office applications and the Internet
• Knowledge of company policies, procedures, guidelines, and practices
• Excellent team building, customer service, and interpersonal skills
• Must be able to meet minimum productivity standards set that apply to a Level I Monitoring Representative
• Must meet minimum quality standards set for them (90% or better average on quality assurance)
• High School Diploma or General Education Degree (GED) and 3+ months related experience or related training/certification preferred
• Monitoring Representative must be licensed to work in all States mandating requirements which is handled internally for all new hires

Customer Care Call Center Representative Resume Examples & Samples

• Acquire and maintain company and product knowledge needed to assure quality response to customer inquiries
• Achieve Tracker Way Certification
• Work within and support the Process Driven Environment of the Customer Care Call Center
• Collaborate with retail store and Boat Sales Connection teams to produce satisfying outcomes for customers
• Support other team members as needed
• Contribute to team process improvement efforts designed to deliver efficient and customer-centric outcomes
• Perform contact documentation and reporting tasks prescribed by team operating standards
• Inbound/outbound call center/customer support center experience
• Strong telephone skills, including voice quality, enunciation, grammar, listening
• Excellent writing skills, including ability to compose grammatically correct consumer communications
• Punctual and reliable work attendance
• Proficiency with office and call-center software, e.g., web browsers, Word, Excel, PowerPoint, CRM applications
• The ability to succeed in a fast-paced goal, oriented environment
• Team-orientation and positive attitude
• Provide world class customer service to customers by answering questions, resolving issues and assisting with financial transactions. This is on inbound and outbound calls
• Research complex issues for customers in order to support their requests, making outbound calls to provide customers with updates or to gain additional information
• Cross train in different areas to expand knowledge base and develop new skills
• Front-line of problem resolution, solving issues, and be responsible for items needing further research, and completing outbound calls to clients for follow up
• High School Diploma or equivalent
• At least one year of previous customer service experience within retail, banking, or financial services preferred
• Must have experience with outbound calls to clients or customers
• Intermediate computer proficiency, including keyboarding skills and the ability to navigate through multiple computer systems
• Type a minimum of 30 wpm
• Real passion for excellence in service and attention to detail
• Operational hours are Monday through Friday between 7 am and 7 pm. You must be available to work any nine hour shift within that time-frame

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Here are the keywords and skills that appear most frequently on recent Call Center Representative job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Go to Sample Templates ↓ below to see how to include them on your resume. Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

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Resume Skills: Customer Service

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Resume Skills: Communication Tools

Resume skills: technical.

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  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Alternatively, you can also include a Skills section where you can list your technical skills in order of your proficiency. Only include these technical skills or keywords into your resume if you actually have experience with them.

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Compare Your Resume To These Call Center Representative Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Call Center Representative Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences , education or skills section , like we've shown in the examples below. use the examples below as inspiration..

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Only include these technical skills or keywords into your resume if you actually have experience with them.

How do I add skills to a Call Center Representative resume?

Go through the Call Center Representative posting you're applying to, and identify hard skills the company is looking for. For example, skills like Sales, Microsoft Access and Social Media are possible skills. These are skills you should try to include on your resume.

Add other common skills from your industry - such as Customer Experience, Customer Service and Data Entry - into your resume if they're relevant.

Incorporate skills - like Public Relations, Typing and Data Analysis - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

Communication is often an important component of the role of a Call Center Representative, so when writing your resume, include examples of how you communicated with stakeholders, team members or customers, or produced content.

Try to add the exact job title, Call Center Representative, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Word Cloud for Call Center Representative Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Call Center Representative job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

Call Center Representative Soft Skills

Here are common soft skills that appear on Call Center Representative job postings. Unlike hard skills, which refer to tools, software or techniques, soft skills focus on character traits and interpersonal skills. Instead of listing these phrases on your resume, try to show them through your bullet points like in the examples below.

• Phone Etiquette
• Public Speaking
• Team Leadership
• Interpersonal Skills

Tip: Do not list these words or phrases on your resume, and instead focus on the hard skills we described above.

Get your Resume Instantly Checked, For Free

Upload your resume and we'll spot the issues in it before an actual call center representative recruiter sees it. for free., call center representative resume templates.

Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example Inside Sales Representative

An effective Description of the templates...

Download this resume template

The main role of an inside sales representative is to grow sales either remotely or within an office/business environment. They achieve this task by reaching out to clients over the phone or email. It doesn't just start and end with calling or emailing; they also need to have some skills in identifying their client's needs (not wants). And one productive way to determine their needs is by simply researching. Of course, there are other ways inside sales representatives can identify clients' needs. The most important thing is selling the product and achieving the sales target. Period! The sample resume below shows how an inside sales representative used various skills to sell products at different companies.

Tips on why this template works

   state your achievements and the corresponding sales skillset.

You should state how you reached a sales milestone, surpassed a KPI, or recorded an achievement. It's important to show recruiters how that happened because it proves you know your onions. Besides, you're already way ahead of other inside sales representatives who do not do that.

   Itemize relevant previous sales roles, and work experiences

If you have worked in other places, you should let your potential employers know. You can insert this information towards the tail-end of your resume (like in this sample) by stating the relevant roles you occupied and company names.

Resume Example Call Center Customer Service Rep

In this position, you will be helping customers with any queries or problems they may have related to the company. The only difference between you and other customer service reps is you will be working over the phone and in a call center. To succeed you must have excellent communication and problem-solving skills. The ability to remain polite and helpful in stressful situations is also key. The big benefit to this position is you do not have to be in the same physical location as the store or company. Many call centers for American companies are located in other countries. Here is a recruiter-approved resume sample for this position.

   List all languages that you speak.

Having an extra language when working in a call center position is highly beneficial and desired. So list all languages that you can communicate with over the phone. Make sure to include your level of proficiency for each.

   Include your customer satisfaction rates.

An easy way to make your resume shine is to include actual figures that show recruiters how successful you have been in previous positions. So include your customer satisfaction rate or rate of resolving customer problems.

Resume Example Call Center Manager

As a Call Center Manager, your role is essentially the backbone of a company's customer service operations, and your resume needs to reflect that. You're managing a team of agents, providing training, facilitating communications, and ensuring a high level of customer service. The industry is becoming more digitally focused, utilizing real-time data and advanced software to manage customer interactions. Your resume should convey your technological aptitude, and your understanding of customer service trends. When writing your resume, consider the performance metrics and targets that call centers focus on. Businesses are increasingly valuing managers who can demonstrate their impact through tangible achievements and metrics. Optimization and efficiency are the name of the game, so evidence of your ability to improve these areas is key.

   Show proficiency in modern call center software

The call center industry is heavily reliant on technology, and companies often require managers to be proficient in specific software. On your resume, list the call center platforms you're familiar with. This could include CRM software, call routing technologies, or analytic tools.

   Quantify your achievements in team management and customer service

Call center managers are expected to lead their team to meet specific goals and targets. These could be related to customer satisfaction, call handling times, or team productivity. Where you can, incorporate quantifiable achievements on your resume. For example, "Improved average call handling time by 15%".

Resume Example Call Center Representative

As a hiring manager, I've come across a good number of resumes for Call Center Representatives. What strikes me about this role is the level of multitasking and customer service skills required. You're dealing with customer inquiries, complaints, and sometimes even emergencies, all while navigating various systems to log calls and find information. Recently, there's been a trend towards remote roles, which means you'll likely need to demonstrate your ability to work independently and manage your time effectively. When writing your resume, it's key to showcase these abilities, along with any experience you have in handling difficult situations or complex systems in a high-pressure environment.

   Show your interpersonal skills

As a Call Center Representative, you're the first point of contact for customers. It's your job to make them feel heard and understood. So, on your resume, you should give examples of your ability to empathize with customers and communicate clearly.

   Prove your tech proficiency

Even though you're in a people-oriented role, tech plays a huge part in your day-to-day tasks. You'll need to log calls, find customer information and possibly troubleshoot technical issues. So make sure to list any relevant tech skills or software familiarity you have on your resume.

Resume Example Call Center Supervisor

As a Call Center Supervisor, your role is infused with a mix of administrative, leadership, and customer service elements. Your resume should reflect these unique aspects. Specifically, it must demonstrate your skills in managing employees, ensuring high-performance levels, and handling customer escalations. Recently, companies are leaning towards supervisors with a strong grasp of digital platforms and analytics as call centers move towards omnichannel customer service. So, stay ahead by showcasing your digital skills and familiarity with various call center software. Moreover, hiring managers are now seeking candidates who can work remotely without compromising team productivity. In your resume, you may want to present any experiences where you've successfully managed remote teams or worked in virtual call centers, to cater to this growing trend.

   Show your people management skills

As a Call Center Supervisor, you're in charge of a team. So, it's crucial to show your ability to lead and manage people effectively. Mention any strategies you've used to boost team morale, decrease staff turnover, or increase agent productivity.

   Highlight your proficiency in Call Center software

Call center operations heavily rely on software. Your resume should demonstrate your proficiency in using call center software, be it CRM systems, auto-dialers or analytics programs. Any experience in implementing or refining these tools can be a significant asset.

Resume Example Call Center Agent

As a Call Center Agent, you're at the heart of customer interaction. You're the voice and ears of the company, providing solutions and offering assistance. Crafting a resume for this role requires a knack for showcasing your communication skills and empathy. Also, as remote operations become more commonplace due to recent trends, it's equally important to highlight experience or comfort with digital tools and remote work environments. Secondly, call centers are evolving into contact centers, with omnichannel interactions (calls, online chats, emails, etc.) becoming the norm, so versatility is key. When writing your resume, it's crucial to show rather than tell. Don't just claim you're patient or agile — provide concrete examples of when you've used these skills. Remember, quality of customer service pulls more weight in call center roles than a high volume of calls handled.

   Show proficiency in using digital tools

When listing your skills, show you're no stranger to digital tools. Mention specific software or platforms you've used in past roles, especially remote communication and collaboration tools. This shows you're ready to handle remote and on-site work.

   Demonstrate versatility in customer interactions

Instead of focusing solely on call handling, showcase experiences with different forms of customer interactions. Have you handled customer queries through live chats or emails? Have you dealt with difficult customers? Provide examples. These instances show you're adaptable and ready for the modern contact center world.

What skills do hiring managers want to see on a Call Center Representative resume?

On top Call Center Representative resumes, skills like Contact Centers, Customer Service, Microsoft Access, Sales, Data Entry, Social Media, Research and Customer Experience appear most often. Depending on the exact role you're applying to, skills like Customer Support, Typing, Public Relations, Telecommunications and Data Analysis can also be effective keywords to include on your resume.

What soft skills do hiring managers expect for a Call Center Representative role?

Examples of Call Center Representative soft skills include Teamwork, Customer Satisfaction, Time Management, Communication and Phone Etiquette.

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume. It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters. Start targeting your resume

Most resumes get auto-rejected because of small, simple errors. These errors are easy to miss but can be costly in your job search. If you want to make sure your resume is error-free, upload it to Score My Resume for a free resume review. You'll get a score so you know where your resume stands, as well as actionable feedback to improve it. Get a free resume review

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