Call Center Operator

Description

POSITION SUMMARY

Responsible for answering all incoming calls from community; handling inquiries from customer, answer general company-related questions and troubleshoot problems, as necessary. May be responsible for collecting and entering registration data accurately and responsively to promote customer satisfaction. This position involves excellent communication and guest relation skills, interaction with the public and maintaining a positive image for the facility.

The requirements listed below are representative of the knowledge, skills and /or abilities required and may include other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

It is expected that the employee demonstrate behavior consistent with the Core Values and support the strategic plan and the goals and direction of the Performance Improvement Plan.

EDUCATION/TRAINING EXPERIENCE

• High School diploma or equivalent
• One year experience in a call center or related field
• Working knowledge of relevant computer applications with good data entry/keyboard skills
• Working knowledge of customer service principles and practices
• Bilingual (Spanish) preferred

LICENSES/CERTIFICATIONS

• None

THE ESSENTIAL DUTIES OF THE POSITION

• Receive and transfer incoming telephone calls professionally while providing superior customer service via telephone, email and fax
• Use an effective approach to handle special telephone tasks, i.e. call transfers, taking messages, call backs, holds, interruptions and unintentional disconnects
• Enter customer information/concerns in facility electronic system accurately and timely
• Provide and assist customers with accurate facility and service information
• Identify and escalate priority issues as they arise
• Effectively deal with job stress, angry callers, upset customers and understand the impact of attitude in handling calls professionally
• Use questioning and listening skills that support effective telephone communication
• Perform clerical and administrative tasks or receptionist duties, such as checking in clients for appointments, registration data entry, etc.
• Demonstrates flexibility in shift schedule as workflow dictates
• Complete call logs and produce call reports, as requested