Sr. Call Center Representative

FUNCTIONS: 

• Provide guided support; capture defined data and support related special assignments over various channels to meet various client program objectives 
• Interface with various applications including but not limited to: tele-based, client systems, fulfillment/inventory and shipping systems, and data capture into various systems.
• Provide high quality service to all customers throughout all means of communication
• Adhere to defined instructions with an acute awareness to meet quality and compliance guidelines while maintaining production standards
• Serve as primary point of contact for advanced call center scripts.

DUTIES / RESPONSIBILITIES:

• Become the primary call center agent for more difficult scripts (receiving calls and escalations)
• Utilize established application scripts supporting inbound or outbound calls/text or email communications.
• Attend meetings as required.
• Support Quality control activities as assigned
• SME (Subject Matter Expert) for all call center script materials, systems and processes. 
• Key BRCs
• Sort and organize mail
• Key entry of confidential client information
• Recognize potential adverse events as well as product complaints and initiate appropriate escalation
• Accurately capture defined data element while maintaining defined production standards
• Produce personalized fulfillment items as defined by client instructions
• Maintain workflow processes in support of quality output 
• Perform clerical duties such as filing, sorting mail, batching, data capture, call center support etc.
• Ensure a strong commitment to quality and adheres to all ISO documentation related standards.
• Produce reports as assigned 
• Complies with all safety/privacy and compliance policies and report any issues immediately to a manager.
• All other duties/ responsibilities as deemed appropriate by management.

SKILLS AND ABILITIES:

• Excellent interpersonal and communication skills. Including both written and verbal communication
• Significant call center customer service experience
• Ability to locate, read, understand, and apply appropriate instructions/documentation to deliver defined objectives
• Familiar with standard office applications PC skills including but not limited to: Microsoft Word, Excel, Outlook
• Strong organization, prioritization, and problem-solving skills.
• Must demonstrate working proficiency of the English language.
• Successfully comprehends business materials written in English (job assignments, instructions, etc.).
• Able to work independently

QUALIFICATIONS

• Education: High School diploma/GED or equivalent experience
• Physical Demands: Moderate lifting to 25 lbs. 

V. EXPERIENCE:

Minimum six months high volume call center experience .

This description reflects in general terms the type and level(s) of work performed. It is not intended to be all inclusive. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

STATEMENT: MANAGEMENT RESERVES THE RIGHT TO ASSIGN, CHANGE OR MODIFY JOB DUTIES AT ANY TIME IN ORDER TO HAVE THE JOB AND BUSINESS FUNCTION IN AN ORDERLY AND PROFITABLE MANNER.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, gender, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.