What are the responsibilities and job description for the BELFOR Contact Central - Call Center Agent position at BELFOR Property Restoration?
Call Center Agents are responsible for the collection of sensitive information required to mobilize field office personnel. Data must be 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 homeowners is a must. The call center is a 24-7-365 operation, so candidates will be assigned to the appropriate shift.
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 field offices
- Maintain a customer database to include detailed data entry into web-based third party
- applications
- Comprehensive understanding of customer service, principles, and practices
- Work under time constraints to meet specific timelines
- Attention to detail and keen sense of safeguarding other people’s property and information
- Responsible for maintaining a professional presence while answering calls
- Use discretion as necessary 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
- Follow precise client required protocols and BELFOR procedures
- Operate effectively and professionally in close team environment requiring self-motivation and ability to multitask in a fast-paced environment
- Train new employees as needed
- Flexibility with scheduling as shifts are likely to change based on the needs of the Call Center
- Other projects and duties as assigned
BELFOR Property Restoration is the North American leader in integrated disaster recovery and property restoration services. With more than 100 full-service offices in the U.S., we are geographically positioned to respond to almost any disaster – large or small - coast to coast. A proven track record of superior response and unmatched resources has made BELFOR the contractor of choice for damages caused by fire, water, wind or other catastrophes.