Advanced Call Center Technologies – Job Description

Call Center Representative – Agent

Reports To: Operations Supervisor

Department: Operations

FLSA Status: Non-exempt

Summary

Customer Service Representatives use excellent communication and interpersonal skills to assist customers. In this role, you will receive inbound calls from consumers seeking help with billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing. Customer Service Representatives are problem solvers with strong negotiation skills who are self-driven and motivated to meet individual service and sales goals.

Essential Duties and Responsibilities

• Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.
• Maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.
• Speaks clearly and persuasively in positive or negative situations; listens and seeks clarification; responds quickly and effectively to customer questions.
• Multitasks by documenting information while speaking with the consumer.
• Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Meets clients’ specific quality standards.
• Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.
• Promotes positive interactions with others through effective communication with customers and team members, including real-time coaching and collaboration.
• Regular, predictable, and reliable attendance is critical to success in this role.
• Follows instructions and responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours when necessary; completes tasks on time or communicates alternate plans.
• Other duties as assigned by management.

Essential Physical and Communication Requirements

• Ability to see sufficiently to read computer screens, system alerts, written materials, and customer account information.
• Ability to hear inbound calls and verbal instructions clearly in real-time.
• Ability to speak clearly and effectively to customers and team members on the telephone and in person.
• Ability to read and comprehend written instructions, system prompts, policies, procedures, and customer information.

Competency Requirements

• Data Entry Accuracy – Good attention to detail and basic computer skills.
• Communication Skills – Clear communication with employees and customers.
• Background Check – Must be able to successfully pass a criminal background check.

Education and/or Experience

• High School Diploma or GED required.
• Previous call center or customer assistance experience preferred.

Computer Skills

• Good typing skills.
• Ability to navigate multiple computer screens and applications.

ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge.