Call Center Support Rep

Company: America's First
Location: Birmingham
Posted on: January 24, 2023

Job Description:

Essential Functions & Responsibilities:

35%

Maintains and processes all new account applications in Meridian Link, including file maintenance and auditing.

30%

Manages all of the Call Center inbox's including answering requests from members and following up with other departments as needed.

20%

Assists members and potential members with their 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.

5%

Identifies cross-selling opportunities and cross-sells services to members.

5%

Ensures the appropriate records are maintained and required reports are processed and prepared.

5%

Performs other job related duties required or assigned.

Performance Measurements:

1.

Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.

2.

Successfully resolve member issues with minimal escalation.

3.

Provide informed, prompt, professional and accurate service and support to all members and employees.

4.

Process member transactions, account file maintenance, and open new accounts with zero unresolved errors.

5.

Successfully recommend a new product or service to all qualified members you work with.

6.

Contribute to overall Call Center Quality Loop average of the current year's corporate goal.

Knowledge and Skills:

Experience

One year to three years of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills

Good listening and telephone skills; able to operate a 10-key calculator, and computer keyboard; able to make decisions with minimum information.
Must have excellent communication skills.
Must demonstrate excellent judgement in order to evaluate accounts and situations for approval.
Must be organized and have the ability to move quickly from one priority to another.

Physical Requirements

Light lifting required.

Keywords: America's First, Birmingham , Call Center Support Rep, Other , Birmingham, Alabama