Job Description
Job Title: Customer Service Representative
Function/ Operations
Discipline: Operations
Reports to (Title):Operations Team Manager
Job Summary
Performs routine customer service phone support to client specific needs. Work is performed under regular
supervision.
Job Functions % Time
• Inbound or outbound call-center customer service 85%
• Data collection/maintenance 10%
• Customer information data maintenance 5%
Key Job Responsibilities
• Responds to requests and calls from customers related to client specific programs and products
• Identifies and responds to customer’s needs based on designated procedures of account/client
• Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call related information of each call received for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
Other Related Duties
• Escalates calls to supervisor when necessary and appropriate
• Maintains and updates customer information as necessary
• Provides support and assistance as needed
• Up-sells to customer upgrades as necessary
• May perform other client specific duties as necessary and required by program/account
• Other duties as assigned
Job Requirements
Minimum Education and Experience:
• High School Diploma or GED required; graduation from a college with an Associate’s degree preferred
• Customer service experience
• Phone related customer service
• Familiarity with Microsoft Windows, Word, and Excel applications
• May require client specific bilingual language requirement, as necessary
Knowledge, Skills and Abilities:
• Knowledge of product/procedures
• Ability to use phone and computer systems
• Customer service skills
• Strong interpersonal skills
• Excellent oral and written communication skills
• Strong listening/comprehension skills
• Ability to stay composed and objective
• Patience/empathetic
• Mental Acuity
• Conversational
• Confident/Assertive
• Demonstrate a positive attitude
Page 1 of 2
Job Description
Working Conditions
Work Environment: Physical Demands:
• Constant work performed in a climate controlled, • Constant sedentary work
call-center environment
• Constant usage of phone and computer systems
Psychosocial risks: Ergonomic risks:
• Day-to Day tasks. • Sitting posture
• Repetitive movements
Biological risks: Mechanical risk
• Exposure to biological agents such as SARS-COV2 • Sharp elements
virus
Physical risks: Natural risks:
• Noise • Telluric movements
Electric risk: Chemical risk:
• Energized equipment • Contact with cleaning and disinfectant substances
Locative risk: Other risks:
• Storage systems • Crime and public disorder.
• Order and cleanliness
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed
by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties
and qualifications required of employees assigned to this job.
Created by: Corporate Human Resources Create Date: 7/22/2015
·
_________________________________
Employee’s Signature.
Page 2 of 2
