Call Center Representative Job Description Template
Our company is looking for a Call Center Representative to join our team.
Responsibilities:
- Manage large amounts of inbound and outbound calls in a timely manner;
- Respond to quote requests;
- Identify customers’ needs, clarify information, and research issues and provide correct information at all times;
- Able to answer questions related to Ophthalmology and evaluate when to escalate up;
- Understanding of when to escalate calls to physicians/practice manager;
- Meet personal/customer service team sales targets and call handling quotas;
- Identifying leads for sales team to close and set appointments;
- Ensuring that all calls presented are answered promptly and professionally;
- Respond to customer inquiries;
- Provide professional customer service;
- Entering data into the RXconnect Software;
- Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization;
- Providing excellent customer service to existing and new members;
- Deliver the Quick Fix value and handle objections/concerns from customers;
- Collects relevant caller data to assist with measurement, tracking and reporting activities.
Requirements:
- Customer service background;
- At least 2 years in a sales or call center environment preferred;
- At least 5 years of work experience;
- Detail oriented;
- Review and analyze data;
- Conflict Resolution skills required;
- Ability to remain professional and courteous with customers at all times;
- Proficient in relevant computer applications;
- Ability to multi-task, prioritize, and manage time effectively;
- Able to handle difficult situations with patience and respect;
- Ability to multitask and learn quickly;
- Knowledge of medical/healthcare insurance/HMO/PPO/Medicare Plans/benefits and medical terminology;
- Great at multi-tasking, problem solving and analyzing information;
- Data entry experience;
- Excellent verbal skills.