Part-Time Call Center Representative

Role:

To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.

Job Responsibilities

  • Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
  • Identifies cross-sell opportunities and cross-sells services to members.
  • Ensures the appropriate records are maintained and required reports are prepared.
  • Assists other departments as needed.
  • Maintains member account information on computer system.
  • Performs other job related duties required or assigned.

Performance Measurements:

  1. Provide informed, prompt, professional and accurate service and support to all members and associates by answering the telephone within 3 rings and returning messages by the end of the day.
  2. Direct all telephone calls to the appropriate person with minimum transfers.
  3. Process member transactions with zero unresolved errors.
  4. Process member manual payrolls with zero unresolved errors
  5. Be knowledgeable of all relevant policies and procedures to ensure compliance with applicable regulations and products and services.
  6. Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.

Knowledge and Skills

Experience:  Six months to two years of similar or related Call Center  experience.

Education:  A high school education or GED.

Interpersonal Skills:  A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills:  Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.

Physical Requirements:  Be able to lift or move 10 pounds

Qualified applicants can send their resume to psteil@destinationscu.org.