Call Center Customer Service Representative

Job Description - CSR

Job Overview:

The CSR role is part of the Contact Center team and handles customer inquiries across various communication channels, including phone, email, fax, chat, and SMS. The primary goal is to deliver high-quality customer service, ensuring positive member experiences while upholding professionalism and client expectations.

Key Responsibilities:

aAchieve Targets: Meet attendance, schedule adherence, and performance goals (e.g., successful outcomes, quality score, NPS score).

Software & System Proficiency: Efficiently use software, CRM systems, and telephone systems to handle customer interactions.

Documentation: Accurately document customer interactions and follow client-specific guidelines in CRM or case management systems.

Multichannel Communication: Handle inbound and outbound calls with customers while maintaining awareness of/availability for responding to chats, emails, and other communications promptly and professionally.

Issue Resolution: Resolve or escalate customer issues quickly, maintaining a focus on service excellence.

Collaboration: Absorb & apply coaching provided by Supervisor & Quality Analyst to achieve continuous improvement in call flow/quality.

Policy Adherence: Follow Standard Operating Procedures (SOPs), keep up-to-date with policies, and use knowledge bases effectively.

Electronic Communication: Encourage customers to use electronic communication methods where possible.

Schedule Adherence: Maintain reliable attendance and strict adherence to published schedule as assigned and in accordance with department/project guidelines

Other Duties: Perform other tasks as required.

Expected Skills & Qualifications:

Strong communication skills.

Proficiency with computer systems and CRM tools.

Ability/willingness to thoroughly review and then follow detailed instructions as provided by leadership.

Ability to multitask and manage inquiries from multiple communication channels.

Problem-solving and issue resolution capabilities.

Self-reliant. Proactively uses available resources starting with digital means to research & find information needed to answer customer questions/resolve issues.

Customer-focused attitude with an emphasis on using a positive & upbeat tone of voice to convey enthusiasm while delivering outstanding & memorable customer experiences.

Reliability and attention to detail.

The role demands a balance of technical proficiency, customer service skills, and adherence to company policies, with an emphasis on contributing to a positive customer experience.

Reviewed/updated 2/13/25