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Candidate Info
years in workforce
years at this job
High School Diploma
Call Center Agent
Handle approximately 75-150 inbound calls on a daily basis in a busy fast paced Parts Research Department. Provide parts information, such as stock availability, price and eta's. Place and submit orders in an order entry system as well as cancel upon request and/or track shipments.
- Respond to authorized service center's inquiries via email or phone, and resolved issues efficiently and professionally
- Update and authorize approximately 50-80 customer request tickets for owned or new purchased units that are needing repair service or needing new parts due to missing or damaged
- Trained new CSR's on department procedures
- Do other duties as needed or assigned
Candidate Info
years in workforce
year at this job
Call Center Agent
Customer service agent responsible for entering catalog orders VIA telephone into company database; provided requested information to customers in a professional and proficient manner in relation to products, customer order and vendor information. Worked successfully with co-workers as well as independently. Hired as a seasonal employee; position was made permanent at the end of expected duration.
- Promoted to processing returns and exchanges within three months of hire.
- Trained new hires to process returns and exchanges; as well as the process of taking telephone orders.
- Recognized by Management and customers for providing exceptional customer service.
Candidate Info
years in workforce
years at this job
Arts
Liberal Studies
Call Center Agent
Facilitated order placement, as well as analyzed order information to resolve issues and concerns
- Managed all inquiries of the call center. Duties included investigation of questions/complaints, forward issues to appropriate parties if needed, request order overrides for eligible members, replace orders when reported missing or damaged, member notification of eligibility and benefits
- Communicated with insurance to verify eligibility was up to date and accurate on eCare Central Management System
- Periodically communicated with members to administer nutritional assessments
- Collected absent physician information to facilitate proper communication and authorization
- Initiated reporting and updating members' contact information when necessary
Candidate Info
years in workforce
months at this job
High School Diploma
Call Center Agent
Provided customer satisfaction through effective and timely resolution of a variety of customer inquiries.
- Built and retained customer loyalty through timely and effective one call resolution; increased revenue through the execution of various sales initiatives.
- Completed required trainings to not only stay current on new/existing systems, products and services, but to also maintain proficiency on company values and organizational requirements.
- Used electronic documentation, reference tools, and automated training to provided to deliver stellar customer service.
- Met and exceeded department productivity and quality standards. Appropriately disbursed adjustments and account credits in accordance with T-Mobile policy and procedures.
Candidate Info
months in workforce
months at this job
Elementary Education
Social Science
Call Center Agent
Delivered world class customer service; built customer satisfaction and loyalty.
- Provided effective and timely resolutions of a range of customer inquiries.
- Responded to customer inquiries requests; resolved issues efficiently and professionally.
- Completed ongoing training to stay abreast of product, service and policy changes.
Candidate Info
years in workforce
years at this job
Accounting
Liberal Arts And Sciences
Customer Service/appointment Scheduler-call Center Agent
Trained new and existing agents as needed to use Infinity, WebMD, MedENT, NextGen, MedTech, and Eclinical
- Answered urgent and non-urgent phone calls from patients and took messages to relay to healthcare clients.
- Took detailed, critical, pertinent and relevant patient information to help expedite the providers response time to the patient.
- Made outbound telephone calls by contacting patients for variety of patient out-reach efforts such as scheduling an appointment, wellness programs, satisfaction surveys, and immunization compliance.
- Entered patient information into customized computer system for client records, scheduled appointments for Suffolk County Health Clinics and other doctor and specialist offices.
Candidate Info
years in workforce
year at this job
Call Center Agent
Customer service agent responsible for entering catalog orders VIA telephone into company database; provided requested information to customers in a professional and proficient manner in relation to products, customer order and vendor information. Worked successfully with co-workers as well as independently. Hired as a seasonal employee; position was made permanent at the end of expected duration.
- Promoted to processing returns and exchanges within three months of hire.
- Trained new hires to process returns and exchanges; as well as the process of taking telephone orders.
- Recognized by Management and customers for providing exceptional customer service.
Candidate Info
years in workforce
years at this job
Movement And Structure, Trigger Point, Shiatsu, Acupressure, Hydrotherapy And Spa Preparation, Sports Massage, Swedish Massage, Deep Tissue Massage, Reflexology
Telecommunications
Independent Call Center Agent
Adeptly handle inbound calls for sales and service vendors using cloud management platform software.
- Accurately manage and disseminate HIPPA level client data, facilitate client directed sales initiatives and self manage scheduling and professional training.
- Observe and exceed company identified performance metrics and compliance measures to ensure retention of inbound call volume.
- Successfully passed training for invitation only dedicated line groups for specialized client call volume (Public Partnerships, AAA, Pizza Hut, etc.)
- Received client based bonuses for exceeding top 10% sales metrics for inbound call agents.
Candidate Info
years in workforce
years at this job
History
Assessions, Cataloging, Educational Assistant
Political Science
Regular Accounts Manager, Call Center Agent & Administrative Assistant
Serve as liaison between customers, management, and technicians, fielding 50 customer service calls on average daily
- Maintain detailed administrative and procedural processes and manage a wide variety of customer service issues in order to improve accuracy, efficiency, and satisfaction
- Directly support the CEO in managing daily operation work flow
- Created databases and spreadsheets for improving inventory management and reporting accuracy
- Processing of all invoices and payments for newly created accounts, as well as all weekly paperwork, per tech
Candidate Info
years in workforce
years at this job
Bachelor of Engineering
Call Center Agent
- Scheduled appointments for patients belonging to health center affiliates.
- Answering incoming calls, greeting the callers, providing required information, and taking messages.
- Verified and collected insurance information, and created or updated patient records.
- Average 120+ calls per shift.
Candidate Info
years in workforce
year at this job
Culinary Arts
Call Center Agent
Handle Inbound and outbound customer service calls and provided excellent customer service
- Identified service opportunities for every customer
- Convert every inbound customer call to a scheduled appointment to increase dealership profitability and service-drive traffic
- Followed up on all inquiries to ensure resolution satisfies customer, dealership, and company expectations
- Advised customers on service scheduled maintenance and service campaigns
- Handled status inquiries and communicated with service advisors and other dealership personnel regarding progress of customers vehicles
- Had knowledge of all products, services and pricing for all domestic, foreign and luxury brands with Group 1 dealership network
- Assisted call center in achieving or exceeding service level objectives and key operational initiatives
Candidate Info
years in workforce
months at this job
Pre-dentistry
Call Center Agent
Assisted with incoming and outgoing calls
- Answered inquiries by clarifying desired information; researching, locating, and providing information
- Documented call information
- Maintained call center database by entering information
- Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Candidate Info
years in workforce
years at this job
Medical Terminology
Technology
Customer Service Specialist
Call Center Agent
Interacted with students to resolve financial aid questions and concerns.
- Established payment remedies such as payment plans and student loans.
- Resolved student complaints, problems and issues.
- Prepared feedback to supervisor regarding telephone agent coaching and training.
Candidate Info
years in workforce
months at this job
Design
Call Center Agent
Provided thorough and personable customer service, listening and empathizing with customers in order to solve their issues quickly and completely
- Kept track of every update in a constantly changing program in order to comprehensively assist customers
- Quickly learned and mastered necessary documentation software necessary to record and research customer issues
- Interacted with customers while also writing detailed notes regarding technical issues and researching possible solutions
Candidate Info
years in workforce
years at this job
Call Center Agent
Responsible for all inbound traffic concerning account balances, opening new accounts, money transfers, concerns, and customer complaints.
- Responsible for fulfilling every customer request and providing excellent customer service.
- Responsible for keeping quality control above a 95% average each month.
- Responsible for correct hold and transfer procedures, and keeping call times at an allotted time, depending on call type.
- Responsible for flexibility between inbound and outbound calls when call volume is low.
Candidate Info
years in workforce
years at this job
High School Diploma
Medical Assistant
Call Center Agent
Handled approximately 50-100 inbound calls on a daily basis in a busy fast paced Call Center.
- Provided excellent customer service to customers while offering products or services, such as (DCOS: Debit Card Overdraft Service &Wells Fargo Credit Defense).
- Handle customer/prospect questions accurately and overcome customer objections
- Responsible for maintaining high quality standards
- Continually maintain working knowledge of our customer products, services and promotions
- Make recommendations according to customer's needs
Top Call Center Agent
Resume Templates
Call Center Agent Duties and Responsibilities
Working in a call center is more complex than simply answering phone calls. Call center agents generally perform these common duties and responsibilities:
Verify Customer Information This is the most important duty performed by call center agents who work in the insurance or medical industries. Incorrect customer information could suspend important benefits and coverage, so they usually start every call by verifying the customer's information.
Enter Customer Information into Database Capturing customer information is a crucial part of the call center agent's job. They have to take down the information of first-time callers and enter it into the center's master database.
Document Customer Concerns Call center agents have to keep track of every time they make contact with a customer. This helps the workflow of the call center, as it allows another agent to address the issue if the customer calls again.
Follow Detailed Procedures for Common Questions Most call center agents have scripts prepared for them that address the most common questions. They must follow the script to provide consistent service while talking in a conversational manner.
Diffuse Angry Customers Many customers get angry when they have a malfunctioning product or an issue with a service. Call center agents must maintain their cool at all times and use conflict resolution tactics to diffuse the situation.
Call Center Agent Skills and Qualifications
Call center agents need a high level of patience and focus to succeed at this position. The following skills and abilities are what hiring managers value most:- Mastery of call management software - call center agents use call management software to answer calls, transfer calls, and put customers on hold while they conduct research
- Mastery of customer relationship management software - call center agents use customer relationship management software to keep track of the results of each customer interaction
- Communication skills - call center agents rely on their verbal communication skills to maintain a helpful and professional tone throughout each and every call
- Data entry skills - entering data correctly takes strong focus and a keen attention to detail
- Multitasking skills - call center agents maintain phone conversations with customers while simultaneously using the computer to enter data or search for information
Call Center Agent Education and Training
Call center agents need only a high school diploma or equivalent to find employment. All of the techniques and skills they need to succeed come through on-the-job training. There are a few organizations that offer call center agent certification, with the most respected being the Management and Strategy Institute.
Call Center Agent Salary and Outlook
According to Glassdoor, the average annual base pay for call center agents is $30,750. Those at the low end of the spectrum make $23,000, while those at the high end make $42,000. The Bureau of Labor Statistics expects demand for customer service representatives, which includes call center agents, to rise 5 percent through 2026, which is about as fast as average.
Call Center Agent Helpful Resources
Working as a call center agent is a great way to build a career in customer service. Here are some resources to help you in this endeavor:
Professional Association for Customer Engagement - this is the only organization that focuses solely on those who work in contact centers. It puts on a yearly expo and offers smaller regional networking events on a consistent basis
Wake Up Your Call Center: How to Be a Better Call Center Agent - author Rosanne D'Ausilio breaks down the components of a good call center agent in easy-to-understand language
Call Miner - Call Miner is a company that sells speech analytics software and maintains a blog that's regularly updated with information pertinent to call center agents
Contact Center Agent 101: An Introduction to Your Multi-Channel Call Center Career - Steve Stapp uses his 20-plus years of call center experience to explore the purpose of call centers and cover all the techniques necessary to perform this job effectively
Zendesk - Zendesk offers a slew of products geared towards call center management, including a digital library and a blog that's updated with articles geared towards both agents and managers
