What are the responsibilities and job description for the Call Center Agent position at CDR Maguire Inc?
JOB SUMMARY:
The Call Center Agent will be responsible for handling a high volume of inbound and outbound calls while providing exceptional customer service and support. In this role, agents will also assist with accurate data entry and coordination with internal stakeholders. Candidates are expected to consistently meet or exceed call quality standards and daily productivity targets, ensuring efficient and professional service delivery in a fast-paced environment.
ESSENTIAL FUNCTIONS:
- Answer incoming customer calls professionally, addressing inquiries, concerns, and complaints with a focus on quality service.
- Research and gather information using available tools and resources to effectively resolve customer issues.
- Handle and resolve customer complaints related to services, billing, or general inquiries in a courteous and timely manner.
- Provide customers with accurate information about the organization’s services, policies, and procedures.
- Process customer requests, including forms, orders, and applications, with accuracy and attention to detail.
- Identify and escalate priority issues to the appropriate management or department for prompt resolution.
- Route inbound calls to the appropriate internal departments or personnel based on the nature of the inquiry.
- Conduct follow-up communication on complex or unresolved issues as required to ensure full resolution.
- Complete detailed call notes and reports, ensuring all information is accurately documented in the system.
- Obtain and evaluate all relevant data to effectively respond to customer complaints and service inquiries.
- Record details of customer interactions, including comments, concerns, and actions taken, in accordance with documentation standards.
- Coordinate and communicate with internal departments to support issue resolution and efficient case management.
OTHER PRINCIPAL DUTIES:
- Other duties that may arise from time-to-time and/or are commensurate with the title and position.
EDUCATION, EXPERIENCE AND SPECIAL SKILLS REQUIRED:
- High school diploma or GED required.
- Previous customer service experience preferred, especially in a call center or healthcare setting.
- Experience with billing and patient registration processes is a plus.
- Bilingual abilities in English and Spanish or Creole are highly desirable.
- Proficiency in computer applications, particularly Microsoft Outlook and other Microsoft Office tools, is preferred.
- Strong attention to detail with the ability to enter and verify data accurately.
- Excellent communication skills, both verbal and written.
- Ability to work independently and as part of a team in a fast-paced environment.