What are the responsibilities and job description for the Call Center Agent position at BELFOR Holdings?
External Job Title: Customer Service Representative (On-Site)
External Job Description:
Position Location: Troy, MI (On-Site)
Position Compensation: $20
New Hire Training: New hires must be available for a two week training program conducted during standard business hours (8:30am -- 5:00pm, Monday through Friday)
Position Overview
Contact Central Agents are responsible for the collection of sensitive information required to mobilize field office personnel. Verbal and electronic information must be quickly and accurately entered into various software systems and will be transmitted electronically to field offices who will mobilize the appropriate personnel. Attention to detail, strong customer service skills, and the ability to provide compassionate and supportive responses while dealing with clients is a must. The call center is a 24-7-365 operation, so candidates will be assigned to the appropriate shift. Schedules include working every other weekend and 3 holidays per year. All work will be performed on site at the Contact Central's Troy, MI location.
Essential Functions
- Independently and professionally respond to incoming emergency calls from customers, referrals from fire or police departments, and third party programs.
- Assist customers with concerns and distribute all relevant data to the appropriate contacts
- Maintain a customer database to include detailed data entry into web-based third party applications
- Work under time constraints to enter information in a quick and accurate manner and meet specific timelines
- Use discretion when routing calls or providing information regarding the organization to callers
- Adapt quickly with changes to process and procedures within BELFOR to support insurance industry requirements and BELFOR emergency response personnel
- Ask appropriate questions to secure all pertinent information
- Follow precise client required protocols and company procedures
- Operate effectively and professionally in close team environment requiring self-motivation and ability to multitask in a fast-paced environment
- Maintain a professional appearance
- Assist in the training of new employees
- Other projects and duties as assigned
Experience and Qualifications
- Availability to work every other weekend, a minimum of 3 holidays and occasional overtime (on short notice, as needed, during emergency situations)
- Reliable transportation
- Proven ability to multi-task in fast-paced office environment
- Demonstrated understanding of customer service, principles, and practices
- Attention to detail and keen sense of safeguarding other people's property and information
- Quick learner, detail oriented and self-motivated
- Strong written and verbal communication skills
- Basic computer and typing skills
Physical Requirements
- Occasional lifting from 5-40 lbs, unassisted (from 0-15% of the time)
- Sitting for extended periods of time
- Manual dexterity needed for keyboarding and other repetitive tasks
- The ability to bend, crouch, or stand as necessary.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Disclaimer
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.
BELFOR Holdings is an Equal Opportunity Employer