Call Center Representative Senior

Description

Under general supervision, handles complex inbound and outbound telephone inquiries. Relies on advanced experience and judgment to answer customer questions concerning account errors, available products and services and to ensure customer satisfaction and retention. Adapts procedures, processes and techniques to accomplish the requirements of the position. Applies advanced skills to the position within assigned functional area. Duties and tasks reflect substantial variety and complexity. Assignments are broad in nature and usually require originality and ingenuity. Provides coordination of daily activities for other Call Center staff to ensure optimal flow of appointment scheduling and other call center functions. Provide interpretation and instruction for policies, procedures and practices. Provide in-service training and acts as preceptor and coaches other Call Center staff. Requires a high school education or equivalent and 4-6 years of experience. Under FLSA, incumbents in this position are nonexempt.