Current Openings
Call Center Specialist
Role:
To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.
Essential Functions & Responsibilities:
- Assists members and potential members with their telephone requests; answers questions about products and services..
- Identifies cross-sell opportunities and cross-sells services to members.
- Verifies and updates member account information on the computer system.
- Performs other job related duties required or assigned.
Performance Measurement:
- Provide informed, prompt, professional and accurate service and support to all members and associates by answering the telephone within 3 rings and returning messages with 10 minutes.
- Direct all telephone calls to the appropriate person with minimum transfers.
- Process member transactions with zero unresolved errors.
- Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
- Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
Knowledge and Skills:
One year to three years of similar or related experience.
A high school education or GED.
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Good listening and telephone skills; able to operate a computer keyboard; able to make decisions with minimum information.
- Physical Requirements
- Work Environment
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