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7 Call Center Representative Resume Examples for 2024

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• Call Center Representative Resumes
• Call Center Resume by Experience
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You’d think that  crafting resumes  and writing cover letters would get easier as you progress through your career. Unfortunately, that’s not the case. Entry-level and experienced call center representatives alike struggle with  resume making . 

Expanding on limited experience or condensing decades of work to fit one page is not an easy task, so that’s where we come in. 

We’ve taken the time to analyze hundreds of resumes from call center representatives  and used analytic tools to determine what does (and what doesn’t) land applicants interviews in 2024. 

We’ve  generated seven call center representative resume samples to help you land your next call center job using this analysis . 

Call Center Resume

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Why this resume works

• Utilizing numbers strategically on your call center resume will allow you to convey more information in a smaller amount of space instead of describing your experience with words alone.
• Avoid filler words and use numbers as often as possible.
• When do you need a resume summary? They’re helpful in setting you apart from the competition if you boast 10+ years of expertise in your field and have specializations you can showcase.

Call Center Representative Resume

• To avoid instant elimination from the sea of applicants, ensure that your call center representative resume includes relevant skills. Check the job description, look for key skills and talents, and have them on your resume. 
• Resumes are frequently processed by applicant tracking systems (ATS) before they reach hiring managers. Call center resumes at this stage with skills that are not specifically pre-selected by hiring teams will never be seen by people. Instead, they’re automatically rejected. 
• When an employer reads your resume, they should instantly know that you’re extraordinary. Present yourself as confident, capable, and goal-oriented by demonstrating your value and that you understand the job responsibilities. 
• What makes recruiters want to interview you? The numbers!
• Pretend for a moment that you’re an employer charged with bringing on an exceptional new team member. Review your current resume and see what you think.

Entry-Level Call Center Representative Resume

• When you’re looking to make your first break into a career, it can feel impossible to craft a compelling entry-level call center resume. How do you demonstrate your job capabilities when you have limited prior experience, irrelevant experience, or no job experience? 
• The most important thing you can do is demonstrate the key skills and responsibilities highlighted in the job description. 
• If you have some relevant prior experience, make sure it features prominently in your work experience sections and quantify your work in each role. 
• If you have irrelevant job experience, you can still highlight relevant skills and responsibilities. For example, if you’re looking for a job as a call center representative, you can highlight soft skills like “friendly” or “empathetic.” 
• If you do not have any work experience, remember that you can detail school projects (perhaps ones that required great communication or leadership), volunteer experience, or extracurricular activities that required relevant expertise. 
• When do you need a resume objective? They’re more important if you’re looking for a career change. They’re also helpful if you’re a little light on experience and need to fill up space.

Call Center Agent Resume

• Also, remember to weave in your software skills such as Salesforce to give your call center agent resume an edge and put you ahead of the rest.

Call Center Customer Service Representative Resume

• You can borrow a leaf here by composing your piece to highlight big achievements and matching them with realistic numbers.

Call Center Manager Resume

• Increased work responsibilities demonstrate growth and personal development, showing potential employers that you will continue to become more valuable to the company over time and increasing the chances of being contacted for an interview. 
• Though you may value an internship you completed 15 years ago, it’s no longer relevant to your resume. Only include the most recent (and related) jobs you’ve held, and save an anecdotal tidbit about your internship for the interview. 
• When you have years of experience, your managerial resume may become denser. Ensure that hiring managers read the most important expertise on your resume by listing it in reverse-chronological order. When your most recent work experience is listed at the top, we’ve found that employers are twice as likely to request an interview. 

Outbound Call Center Resume

• At a minimum, you should demonstrate your capacity to handle high call volumes, ensure customer satisfaction, and achieve or exceed sales targets. You’ll make yourself an even more compelling job candidate if you highlight how you boosted efficiency for yourself and your co-workers.
• Mentioning command over popular customer service software tells employers that you’ll require less job training and may be able to train other staff members on new software programs. 
• Your resume won’t look the same for every application.
• Try reorganizing, quantifying, and using an active voice throughout your resume. Then check your resume to make sure you get interviews using our  resume checker .

Related resume guides

• Sales associate
• Customer service
• Sales Representative

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• HR Toolkit |
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• Customer service job descriptions |

Call Center Representative job description

A Call Center Representative takes inbound and makes outbound calls with customers. Their duties include responding to questions and concerns about products or services their company offers.

Eleni, ex-People Ops Manager at Workable, excelled in recruitment, lifecycle management, and employer branding.

Refreshed on

February 3, 2022

Reviewed by

Eftychia Karavelaki

Senior Recruitment Manager

This Call Center Representative   job description template is optimized for posting in online job boards or careers pages and easy to customize for your company. Similar job titles include Contact Representative.

Call Center Representative responsibilities include:

• Managing large amounts of inbound and outbound calls in a timely manner
• Following call center “scripts” when handling different topics
• Identifying customers’ needs, clarify information, research every issue and providing solutions 

Want to generate a unique job description?

Looking for a job.

We are looking for a Call Center Representative that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving  customer issues , complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Requirements and skills

• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• High school degree

Post this Call Center Representative job to over 200 job boards at once.

Frequently asked questions, related job descriptions.

• Call Center Supervisor job description
• Call Center Manager job description
• Customer Support Specialist job description
• Duty Manager job description

Related Interview Questions

• Call Center Representative interview questions and answers
• Call Center Manager interview questions and answers
• Customer Care Representative interview questions and answers

Related Topics

• How we’ve scaled our customer support team
• How to assess customer service representatives

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Call Center Representative Resume Examples: Proven To Get You Hired In 2024

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Call Center Representative Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., call center representative resume sample.

As a hiring manager, I've come across a good number of resumes for Call Center Representatives. What strikes me about this role is the level of multitasking and customer service skills required. You're dealing with customer inquiries, complaints, and sometimes even emergencies, all while navigating various systems to log calls and find information. Recently, there's been a trend towards remote roles, which means you'll likely need to demonstrate your ability to work independently and manage your time effectively. When writing your resume, it's key to showcase these abilities, along with any experience you have in handling difficult situations or complex systems in a high-pressure environment.

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your call center representative resume in 2024,    show your interpersonal skills.

As a Call Center Representative, you're the first point of contact for customers. It's your job to make them feel heard and understood. So, on your resume, you should give examples of your ability to empathize with customers and communicate clearly.

   Prove your tech proficiency

Even though you're in a people-oriented role, tech plays a huge part in your day-to-day tasks. You'll need to log calls, find customer information and possibly troubleshoot technical issues. So make sure to list any relevant tech skills or software familiarity you have on your resume.

Customer Support Specialist Resume Sample

Customer service agent resume sample.

As a hiring manager who has recruited for call center representative roles at companies like Comcast, T-Mobile, and Geico, I've seen hundreds of resumes. The best ones always stand out because they highlight the right skills and experience that are most relevant to the job. In this article, we'll cover some tips to help you create a strong resume that will catch the attention of hiring managers and increase your chances of getting an interview.

   Highlight your customer service skills

Call center representatives need to have excellent customer service skills. Show how you have used these skills in your past roles:

• Handled an average of 50+ customer calls per day, consistently meeting or exceeding customer satisfaction targets of 95%
• Resolved complex customer issues, resulting in a 20% reduction in escalations to supervisors
• Received Employee of the Month award 3 times for outstanding customer service

Avoid simply listing 'customer service' as a skill without providing any context or examples of how you have demonstrated it.

   Emphasize your communication skills

Strong communication skills are essential for call center representatives. Highlight how you have used your communication abilities in previous roles:

• Clearly explained complex product features and pricing plans to customers, resulting in a 15% increase in sales
• Actively listened to customer concerns and empathized with their situations, leading to a 95% customer satisfaction rating
• Collaborated with team members to share best practices and improve overall team performance by 20%

Don't simply state that you have 'good communication skills'. Provide specific examples of how you have used these skills to achieve positive results.

   Include metrics to show your impact

Hiring managers love to see quantifiable achievements on resumes. Use numbers and percentages to show the impact you have made in your previous roles:

• Maintained an average call handle time of 3 minutes, 20% better than the team average
• Achieved a first call resolution rate of 85%, reducing the need for follow-up calls by 25%
• Consistently met or exceeded sales targets, contributing to a 15% increase in overall team revenue

Avoid using vague statements like 'improved customer satisfaction' or 'reduced call handle time'. Instead, provide specific numbers to show the extent of your impact.

   Showcase your technical skills

Call center representatives often use various software and tools in their daily work. Highlight your proficiency with these technologies:

• Proficient in using Zendesk, Salesforce, and Avaya call center software
• Skilled in navigating multiple databases and CRM systems to quickly find customer information
• Experienced in using live chat and email to provide omnichannel customer support

Don't list every single tool or software you have ever used. Focus on the ones that are most relevant to the job you are applying for.

   Tailor your resume to the job description

Every call center role is different, so it's important to tailor your resume to the specific job you are applying for. Look for keywords in the job description and incorporate them into your resume:

• If the job emphasizes sales skills, highlight your experience in upselling and cross-selling products
• If the job requires knowledge of a specific industry, showcase any relevant experience or training you have in that field

Experienced call center representative with 5+ years of experience in the telecommunications industry. Skilled in handling high-volume calls, resolving complex customer issues, and consistently meeting sales targets. Proficient in using Salesforce and Avaya call center software.

Avoid using a generic resume for all job applications. Take the time to customize your resume for each role to increase your chances of getting noticed by hiring managers.

   Highlight your problem-solving abilities

Call center representatives often face challenging situations that require strong problem-solving skills. Showcase how you have used your problem-solving abilities to resolve customer issues and improve processes:

• Successfully resolved a complex billing issue for a high-profile client, saving the company from a potential $10,000 loss
• Identified a recurring problem with a product feature and collaborated with the product team to implement a solution, reducing related customer complaints by 30%
• Created a troubleshooting guide for common technical issues, which reduced average call handle time by 2 minutes

Don't simply state that you are a 'problem solver'. Provide concrete examples of how you have used your problem-solving skills to achieve positive outcomes.

Writing Your Call Center Representative Resume: Section By Section

  summary.

A resume summary, also known as a professional summary or summary statement, is an optional section that appears at the top of your resume. It's a brief paragraph, usually 3-5 sentences, that highlights your most relevant skills, experiences, and achievements. While it's not a mandatory section, a well-written summary can help you stand out to hiring managers and showcase your fit for the role.

However, it's important to note that you should never use an objective statement instead of a summary. Objective statements are outdated and focus on what you want from the job, rather than what you can offer the company. Stick to a professional summary that emphasizes your qualifications and value.

To learn how to write an effective resume summary for your Call Center Representative resume, or figure out if you need one, please read Call Center Representative Resume Summary Examples , or Call Center Representative Resume Objective Examples .

1. Tailor your summary to the call center role

When crafting your summary for a call center representative position, it's crucial to align your skills and experiences with the job requirements. Review the job description carefully and identify the key qualifications and responsibilities mentioned.

For example, if the job emphasizes customer service, problem-solving, and communication skills, make sure to highlight your relevant abilities in your summary:

Customer service professional with 3+ years of experience in fast-paced call center environments. Skilled in resolving complex customer inquiries, maintaining a positive attitude, and consistently meeting performance metrics. Proven ability to build rapport with customers and exceed satisfaction targets.

Avoid using a generic summary that could apply to any job:

Hardworking and dedicated employee seeking a challenging position in a dynamic company. Possesses strong organizational and multitasking abilities, and works well independently or as part of a team.

2. Quantify your achievements and impact

When possible, use specific numbers and metrics to quantify your achievements and demonstrate your impact in previous call center roles. This helps hiring managers better understand the scope of your responsibilities and the value you can bring to their team.

Compare the following examples:

• Handled customer calls and resolved issues
• Provided quality customer service and support

Instead, quantify your achievements like this:

• Managed an average of 50+ customer calls per day, consistently resolving issues within the first call
• Maintained a 95% customer satisfaction rating, exceeding team targets by 10%

By incorporating specific numbers, you provide concrete evidence of your abilities and help your resume stand out from generic statements.

  Experience

The work experience section is the heart of your resume. It's where you show hiring managers that you have the skills and experience to excel in the call center representative role.

In this section, we'll cover the most important things to keep in mind as you write about your work experience.

1. Use strong action verbs

When describing your work experience, use strong action verbs to highlight your accomplishments and responsibilities. Weak, vague verbs like 'helped' or 'assisted' don't give a clear picture of what you did.

Instead, use powerful verbs that are common in the customer service industry:

• Resolved customer complaints and inquiries
• Troubleshot technical issues for customers
• Collaborated with team members to improve call center processes
• Mentored new hires on call center best practices

Using strong verbs helps paint a vivid picture for the hiring manager of how you'll perform in the role.

Not sure if you're using the best verbs? Try pasting your resume into our free Score My Resume tool. It will analyze your resume and give you feedback on your verb usage and other key criteria hiring managers look for.

2. Highlight your customer service skills

As a call center representative, your primary job is to provide excellent customer service. Make sure this comes through loud and clear in your work experience bullets.

Mention specific examples of how you excelled at customer service in past roles. For example:

• Maintained a 98% customer satisfaction rating over 2 years
• Consistently met or exceeded call quality assurance metrics
• Recognized as "Employee of the Month" 3 times for outstanding customer service

In contrast, a work experience description like this is too vague:

• Responsible for taking customer calls
• Helped customers with issues

Always tie your experience back to the core customer service skills required for call center success.

Targeting your resume to the specific job is crucial. Our Targeted Resume tool can analyze a job description and tell you if your resume has the right customer service keywords the employer is looking for.

3. Quantify your call center accomplishments

Metrics are key for call center roles. Most call centers track extensive data on everything from call volume to resolution rates. Use numbers to give the hiring manager a tangible sense of your productivity and impact.

Handled an average of 50+ customer calls per day while maintaining a 95% customer satisfaction rate and consistently meeting call quality criteria

If you don't have access to exact metrics, you can still quantify your experience in other ways:

• Responded to 100+ customer emails per week
• Resolved 90% of customer issues on the first call
• Volunteered to work weekends and holidays to meet high call volume

Numbers jump off the page and help the hiring manager quickly grasp the scope of your abilities.

When quantifying your accomplishments, focus on metrics that are most relevant to the specific job you're applying for. Mirror the language they use in the job description.

4. Show your career progression

Hiring managers love to see a track record of growth and progression. If you've been promoted, taken on new responsibilities, or expanded your skill set, make sure that's reflected in your work experience section.

One way to do this is by listing your different positions within the same company separately, with clear start/end dates for each:

Customer Service Representative, ABC Company January 2019 - Present - Currently handle escalated customer issues - Train and mentor new call center hires Customer Service Associate, ABC Company June 2017 - January 2019 - Responded to routine customer inquiries - Collaborated with team to streamline call center processes

This format draws attention to your increasing level of responsibility and makes your promotions stand out.

If you're not sure if your resume effectively highlights your career progression, try our Score My Resume tool. It can identify areas for improvement and suggest ways to better showcase your accomplishments.

  Education

Your education section is a key part of your call center representative resume. It shows hiring managers that you have the knowledge and skills to succeed in the role. Here are some tips to make your education section stand out.

1. List your highest degree first

Start with your most recent or advanced degree, like a bachelor's or associate degree. Then work backwards in time, listing any other degrees or diplomas you've earned.

Here's an example of how to format your education:

Bachelor of Arts in Communication University of California, Los Angeles Graduated: May 2020

If you have a high school diploma but no college degree, simply list your high school name and graduation year.

2. Include relevant coursework for call center jobs

If you're a recent graduate or have taken courses related to customer service, communication, or sales, highlight a few on your resume. This shows you have specific training for call center roles.

Here's what to avoid:

• Listing all your college courses
• Including introductory or general education classes

Instead, focus on advanced, specialized courses:

• Business Communication
• Sales Techniques and Strategies
• Conflict Resolution

3. Keep it short if you're a seasoned pro

If you have several years of call center experience, your education section can be brief. Hiring managers will be more interested in your work history and achievements.

A senior call center representative's education might look like this:

B.A. in Business Administration California State University, Fullerton

Notice there's no graduation year listed. Some choose to omit this to avoid potential age discrimination.

4. Skip irrelevant or outdated education

There's no need to include every educational program you've completed on your resume. Stick to degrees, diplomas, and courses that are relevant to call center jobs.

For example, avoid listing:

• Short online courses or workshops
• Degrees in unrelated fields from many years ago
• High school if you have a college degree

Focus on education that showcases your customer service and communication abilities. If in doubt, leave it out to save space for more important resume sections.

  Skills

The skills section is one of the most important parts of your call center representative resume. It's where you highlight your top abilities that are relevant to the job. Hiring managers and applicant tracking systems (ATS) quickly scan this section to decide if you're a good fit.

In this section, we'll break down exactly what to include in your skills section, and what to avoid, with examples.

1. Include a balanced mix of technical and soft skills

As a call center representative, you need both technical skills and soft skills to succeed in your role. Technical skills refer to your proficiency with specific tools and software, such as:

• Call center software (e.g. Zendesk, Freshdesk)
• CRM software (e.g. Salesforce, HubSpot)
• Helpdesk ticketing systems (e.g. Jira Service Desk, Zoho Desk)

Soft skills, on the other hand, are your interpersonal and communication abilities that enable you to interact effectively with customers and colleagues. Some key soft skills to highlight include:

• Active listening
• Problem-solving

Strike a balance between the two types of skills to show hiring managers you're a well-rounded candidate.

2. Tailor your skills to the job description

One of the biggest mistakes job seekers make is using the same generic skills section for every job application. Instead, customize your skills to align with the specific requirements of each call center representative position you apply for.

Here's an example of a generic, ineffective skills section:

Customer service Microsoft Office Multitasking Teamwork

While these skills are somewhat relevant, they're too broad and could apply to almost any job. Instead, here's an example of a tailored skills section that matches the job description:

Zendesk call center software Salesforce CRM Conflict resolution Upselling and cross-selling techniques

By including specific skills mentioned in the job ad, you'll have a much better chance of getting past ATS filters and catching the hiring manager's attention.

3. Categorize your skills into sections

If you have a wide range of call center skills, consider grouping them into categories to make your skills section easier to read. For example:

Software : Zendesk, Salesforce, Jira Service Desk Customer Service : Active listening, empathy, conflict resolution Sales : Upselling, cross-selling, overcoming objections

This formatting makes it simple for hiring managers to quickly assess your core competencies and see if you're a good match for the role.

However, avoid creating too many categories or including skills that aren't directly relevant to call center work. Focus on highlighting a concise set of your most important abilities.

4. Use industry-specific terminology

As a call center representative, there's certain lingo and terminology that's commonly used in the industry. Incorporating some of these keywords into your skills section can help demonstrate your familiarity with the field and make your resume more attractive to employers.

For example, instead of just saying "phone skills," you could specify "inbound call handling" or "outbound cold calling." Other industry-specific terms might include:

• Average handle time (AHT)
• First call resolution (FCR)
• Call quality assurance (QA)
• Upselling and cross-selling
• Churn reduction

Of course, only include terms that genuinely apply to your skill set. Don't try to deceptively cram in keywords if you don't actually have experience with them.

Skills For Call Center Representative Resumes

Here are examples of popular skills from Call Center Representative job descriptions that you can include on your resume.

• Public Relations
• Office Administration
• Data Analysis
• Telecommunications
• Microsoft Access
• Customer Experience
• Customer Support
• Contact Centers

Skills Word Cloud For Call Center Representative Resumes

This word cloud highlights the important keywords that appear on Call Center Representative job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Resume Guide: Detailed Insights From Recruiters

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Call Center Representative Resumes

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Call Center Representative Resume Examples and Templates for 2024

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How To Write a Call Center Representative Resume

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Call Center Representative Text-Only Resume Templates and Examples

Mina Sayed (123) 456-7890 [email protected] LinkedIn | Portfolio Minneapolis, MN 12345

A Call Center Representative with two years of professional experience providing quality customer service within the hospitality industry. Adept at handling high call volumes on a daily basis and identifying opportunities to enhance client satisfaction.

• Call Center Operations
• Communication
• Client Relations
• Customer Service

Professional Experience

Call Center Representative, Marriott Hotel, Minneapolis, MN May 2022 – Present

• Achieved a customer satisfaction score of 92% and exceeded all key performance indicator targets, including call length and conversion rates
• Field inquiries from existing customers and potential guests, providing support for hotel bookings and rescheduling and successfully upselling suites
• Communicate with empathy, patience, and understanding and identify solutions to ensure guest satisfaction, diffusing conflicts

Call Center Representative, Flowers.com, Minneapolis, MN June 2021 – May 2022

• Manage inbound sales inquiries related to products and promotions and quickly establish rapport with customers over the phone
• Regularly exceed targets related to call volume, sales conversion, and customer satisfaction by building relationships with clients
• Utilize in-depth product knowledge to answer customer queries regarding products, shipping, ingredients, potential allergens, and order placement

Bachelor of Arts (B.A.) Communication University of Minnesota, Minneapolis, MN September 2010 – June 2014

Skyler Thompson (123) 456-7890 [email protected] LinkedIn | Portfolio Seattle, WA 12345

A Call Center Representative with seven years of experience answering complex health insurance queries and resolving customer complaints. Achieved recognition for professionalism, patience, and efficiency in high-volume call center environments. Successfully led efforts to improve customer satisfaction and loyalty.

Call Center Representative, Washington Health Insurance Inc., Seattle, WA October 2018 – Present

• Accurately respond to inbound phone calls using designated script, active listening skills, and extensive product knowledge to solve customer queries
• Provide facilities, doctors, and members with accurate information regarding effective dates of coverage, claims history, medical benefits, and deductible and copay amounts
• Field billing inquiries and resolve customer complaints quickly and accurately
• Ensure compliance with Protected Health Information (PHI) and HIPAA regulations

Call Center Representative, Longman Storage Solutions, Seattle, WA June 2016 – October 2018

• Answered 100+ inquiries daily from customers nationwide looking for storage solutions
• Utilized product knowledge to answer customer queries, upsell products, determine ideal storage unit size and location, and reserve units or arrange in-person inspection
• Performed data entry on customer names, addresses, phone numbers, and credit card details into customer relationship management software
• Conflict Resolution
• Medical Terminology

Bachelor of Science (B.S.) Marketing Seattle Central College, Seattle, WA September 2012 – June 2016

Joseph Corbin (123) 456-7890 [email protected] LinkedIn | Portfolio New York, NY 12345

A customer-focused Call Center Professional with 10+ years of experience in high-volume inbound and outbound call centers. A proven track record of interfacing with diverse clientele and identifying opportunities to improve the customer experience. Adept at building relationships and mitigating conflicts.

Senior Customer Service Representative, TD Bank, New York, NY October 2015 – Present

• Develop new scripts in collaboration with the call center manager and provide training to customer service representatives on best practices, reducing average call times from three minutes to two minutes and 30 seconds
• Provide support to customer service representatives for escalated issues, maintaining a customer satisfaction rating of 91%-93% YOY
• Deliver education to customers on banking products and financial services

Call Center Representative, Rogers Technical Institute, New York, NY June 2013 – October 2015

• Conducted 50+ outbound calls daily and fielded over 100+ inbound inquiries per day from customers interested in pursuing information technology education
• Exceeded key performance indicator targets by up to 30% regarding call length, conversion rate, and customer satisfaction
• Trained four new employees on sales script recitation, product knowledge, conflict resolution, and data entry practices
• Inbound and Outbound Call Handling

Bachelor of Business Administration (B.B.A) Columbia University, New York, NY September 2009 – June 2013

To create a strong call center representative resume, you’ll want to translate your day-to-day job responsibilities into achievements, such as exceeding customer satisfaction metrics or improving client retention. Emphasizing your value to your teams, customers, and organizations is the best way to make a lasting impression on the hiring manager. Throughout this guide, we’ll provide expert advice to help you craft an accomplishment-driven resume.

1. Create a profile by summarizing your call center representative qualifications

Your professional profile is often the first thing the hiring manager reads on your resume. To grab the attention of prospective employers, you want to provide a concise yet compelling snapshot of your career. In the first sentence, you should detail your job title, years of experience, and three to four specializations that align with the job posting. By highlighting your qualifications, companies can quickly determine if you are a suitable candidate upon reviewing your resume.

Senior-Level Profile Example

A call center representative with seven years of experience answering complex health insurance queries and resolving customer complaints. Achieved recognition for professionalism, patience, and efficiency in high-volume call center environments. Successfully led efforts to improve customer satisfaction and loyalty.

Entry-Level Profile Example

2. outline your call center representative experience in a compelling list.

Your professional experience section should highlight your strongest career achievements as a customer service professional. Utilizing KPIs and metrics is important here, as this allows you to show prospective employers that you have a strong track record of meeting or exceeding call center targets. Other notable contributions include training new hires or refining call center scripts. These types of details will help differentiate you from the competition during your job search.

Senior-Level Professional Experience Example

Entry-level professional experience example.

• Fielded inquiries from existing customers and potential guests, provided support for hotel bookings and rescheduling, and successfully upsold suites
• Communicated with empathy, patience, and understanding and identified solutions to ensure guest satisfaction and diffuse conflicts

3. List any education and certifications relevant to call center representatives

In addition to your education, consider featuring industry certifications on your resume. Although these are often not mandatory, this small detail may help set you apart from the crowded field of applicants during your job search. One option is to obtain a Certified Customer Service Specialist (CSS) credential relevant to almost any field. Another approach is to pursue a specialized certification to show your knowledge of your target industry. For example, if you worked in a call center for a bank, obtaining an entry-level certification in banking products or financial services may be beneficial.

Certifications

• [Certification Name], [Awarding Organization], [Completion Year]
• Certified Customer Service Specialist (CSS), Coursera, 2017
• Call Center Associate Certified, Management and Training Institute, 2016
• [Degree Name]
• [School Name], [City, State Abbreviation] [Dates Enrolled]
• Bachelor of Science (B.S.) Communication
• SEATTLE CENTRAL COLLEGE, Seattle, WA September 2012 – June 2016

4. List your call center representative-related skills and proficiencies

To ensure your resume reaches the hiring manager, you must comply with Applicant Tracking Systems (ATS). Most organizations use software algorithms to parse resumes for specific keywords that match the job description. If your resume lacks key terms, your application may be automatically rejected. To get your resume into the hiring manager’s hands, you should incorporate key skills and terminology that match the job posting. Below, you’ll find a list of keywords that you may encounter during your job search:

1. What are the most in-demand skills for call center representatives that should be featured on a candidate’s resume? Please include both hard and soft skills. -

Regarding technical skills, many call centers have metrics their representatives must adhere to with call handling times and net promoter scores (NPS). Did you work in a call center environment? What technology and tools have you worked with (Microsoft Suite, call center software, video conferencing, etc)?

Stats around NPS can help you highlight soft skills regarding your customer service abilities on a resume. Include team or individual goals that were hit or consistency of metrics attained.

One error I see candidates make is not including the years spent in their previous roles. You don’t need the exact dates, but try to include the MM/YY - MM/YY you were in a role. Longevity in past roles may be a critical factor for recruiters to remember, especially if training takes longer for their company.

2. What work experience and/or other accomplishments are hiring managers seeking in a call center representative? -

Hiring managers want to know about your past call center experience. Have you used a multi-line phone system? Have you worked in a call center or from home? How long have you spent in a customer service role, and are you looking to do this type of work long-term? 

Keep note of the metrics you have hit in previous call center environments, or be ready to speak to customer satisfaction and your conversation control tactics if you don't have stats to share.

Hiring managers will also want to know your methods to quickly connect with customers, help them feel heard, and how to de-escalate tense situations. Be prepared to share examples of how you have approached each situation in the past.

If you don’t have any call center experience, determine what cross-functional expertise you have that could be applicable. Be prepared to speak to moments where you went above and beyond to help a customer. Hiring managers want to see examples of exceptional customer service and how you’ve made a difference.

3. What else should a call center representative candidate be prepared to provide hiring managers besides a resume? -

Some companies require customer service assessments as a part of their interview process; usually, the exercise entails speaking with a hypothetical customer and helping them through specific scenarios. Also, a cover letter is likely unnecessary for customer service roles unless you don’t have the specific experience they’re looking for or the job posting asks for one specifically.

4. What advice would you give a call center representative candidate about their job search? -

Start by knowing your needs. What schedule are you available for, and what days and times would be a deal breaker for you to work? Many call centers are 24/7 and can be hiring for various shifts, so make sure you are clear about your work availability because it may come up in the application and the interview process.

Consider what interests you, and then start researching companies aligned with those interests. Having a passion for a company's mission or product will only help you stand out in the call center representative interview.

Move quickly! Feel free to apply when you see a role of interest to you. In this candidate market, roles may only be posted for a few days to collect applications. Keep your resume updated and ready to share at a moment's notice.

How to Pick the Best Call Center Representative Resume Template

Using a well-organized, straightforward template is recommended for call center representative resumes. If your template features a variety of flashy colors and bulky graphics, you may inadvertently draw the hiring manager’s eyes away from your career achievements. You should also select a template that uses a top-down approach rather than splitting multiple sections across the same line of the page.

Frequently Asked Questions: Call Center Representative Resume Examples and Advice

What are common action verbs for call center representative resumes -.

It’s easy to find yourself running short on action verbs during the resume-building process. In many cases, there’s only a limited number of verbs you can use to convey your professional experience and accomplishments. That being said, using a variety of action verbs can enhance the reading experience for the hiring manager and keep your content fresh. To help you out, we’ve compiled a list of action verbs you can use to craft your bullet points:

How do you align your resume with a job description? -

According to the Bureau of Labor Statistics , jobs for call center representatives, also known as customer service representatives, are expected to decline by 4% from 2021 to 2031. This projection equates to about 105,300 fewer jobs. This decline is mainly due to the increase in automation. Interactive voice response and internet self-service systems are expected to increase, and many companies answer queries via social media, online help desks, and mobile apps. Despite this, over 389,400 new job openings are forecasted each year.

To secure the most lucrative opportunities, carefully align your resume with the job description. Suppose an organization seeks a call center representative who excels in conflict resolution. In that case, you should provide examples of using de-escalation techniques to calm anxious callers and maximize customer satisfaction. Tailoring your application to each job posting will significantly increase your odds of landing the interview.

What is the best call center representative resume format? -

Reverse chronological is the recommended format for call center resumes. This format ensures that your most recent accomplishments are showcased toward the top of the document. Functional resumes are skill-based documents that avoid lengthy descriptions of responsibilities and achievements. Although this may seem appealing initially, it doesn’t provide prospective employers with enough information to differentiate you from the competition.

If you choose to submit a cover letter alongside your resume, you’ll want to call out the organization you’re applying to directly. If you take the time to mention something about the company’s reputation and why it draws you to apply for the position, this will show prospective employers that you’ve done your research beforehand. These small details often make all the difference during the hiring process. For more information, read our call center representative cover letter guide .

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Frank Hackett

Certified Professional Resume Writer (CPRW)

Frank Hackett is a professional resume writer and career consultant with over eight years of experience. As the lead editor at a boutique career consulting firm, Frank developed an innovative approach to resume writing that empowers job seekers to tell their professional stories. His approach involves creating accomplishment-driven documents that balance keyword optimization with personal branding. Frank is a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers and Career Coaches (PAWRCC).

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• How to Build a Resume Learn More
• Basic Resume Examples and Templates Learn More
• How Many Jobs Should You List on a Resume? Learn More
• How to Include Personal and Academic Projects on Your Resume Learn More

Essential Guides for Your Job Search

• How to Land Your Dream Job Learn More
• How to Organize Your Job Search Learn More
• How to Include References in Your Job Search Learn More
• The Best Questions to Ask in a Job Interview Learn More

• Inbound Call Center Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Inbound Call Center Resumes:

• Respond to customer inquiries via phone, email, and chat
• Troubleshoot customer issues and provide technical support
• Resolve customer complaints and escalate issues to appropriate departments
• Maintain customer records, update account information, and process orders
• Monitor customer feedback and provide feedback to management
• Follow up with customers to ensure satisfaction
• Identify customer needs and suggest appropriate products and services
• Generate sales leads and cross-sell products
• Develop customer loyalty programs
• Provide training and support to new and existing customers
• Analyze customer service trends and recommend process improvements

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

Inbound Call Center Resume Example:

• Implemented a new customer feedback system, resulting in a 25% increase in positive customer feedback and a 10% decrease in customer complaints.
• Developed and executed a cross-selling strategy, resulting in a 15% increase in sales revenue and a 10% increase in customer satisfaction.
• Trained and mentored new team members, resulting in a 20% decrease in training time and an overall improvement in team performance by 15%.
• Managed a team of 15 customer service representatives, achieving a 90% customer satisfaction rate and a 10% increase in sales revenue.
• Implemented a new call routing system, resulting in a 20% decrease in average call wait time and a 15% increase in first call resolution rate.
• Analyzed customer service trends and recommended process improvements, resulting in a 25% increase in team efficiency and a 10% decrease in customer complaints.
• Developed and implemented a customer loyalty program, resulting in a 20% increase in customer retention and a 15% increase in sales revenue.
• Identified and addressed performance bottlenecks within the call center, resulting in a 25% reduction in call handling time and a 20% increase in overall call quality.
• Collaborated with cross-functional teams to develop and launch a new product, resulting in a 10% increase in sales revenue and a 15% increase in customer satisfaction.
• Customer service excellence
• Communication and active listening
• Problem-solving and critical thinking
• Sales and cross-selling techniques
• Team management and leadership
• Call routing and handling
• Performance analysis and improvement
• Customer retention and loyalty strategies
• Training and mentoring
• Collaboration and teamwork
• Adaptability and flexibility
• Time management and multitasking
• Technical proficiency and software knowledge
• Conflict resolution and de-escalation
• Emotional intelligence and empathy

Top Skills & Keywords for Inbound Call Center Resumes:

Hard skills.

• Customer Service
• Call Handling and Management
• Active Listening
• Problem Solving
• Conflict Resolution
• Multitasking
• Time Management
• Data Entry and Management
• Knowledge of CRM Software
• Sales and Upselling Techniques
• Technical Troubleshooting
• Communication Skills

Soft Skills

• Communication and Active Listening
• Empathy and Customer Service
• Problem Solving and Critical Thinking
• Time Management and Prioritization
• Adaptability and Flexibility
• Patience and Tolerance
• Conflict Resolution and Negotiation
• Multitasking and Attention to Detail
• Teamwork and Collaboration
• Positive Attitude and Enthusiasm
• Stress Management and Resilience
• Technical Proficiency and Computer Skills

Resume Action Verbs for Inbound Call Centers:

• Prioritized
• Collaborated
• Followed up
• Transferred

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Resume FAQs for Inbound Call Centers:

How long should i make my inbound call center resume, what is the best way to format a inbound call center resume, which keywords are important to highlight in a inbound call center resume, how should i write my resume if i have no experience as a inbound call center, compare your inbound call center resume to a job description:.

• Identify opportunities to further tailor your resume to the Inbound Call Center job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Inbound Call Centers:

Call center, call center supervisor, customer service call center, customer service representative, customer service specialist, customer support specialist, remote customer service, customer service manager.

• • Led a team of customer service representatives, achieving a 25% improvement in team-wide customer satisfaction scores through dedicated mentorship and training.
• • Managed complex customer inquiries, resolving over 150+ calls weekly, maintaining a first-call resolution rate of 92%.
• • Implemented a customer feedback system that gathered actionable insights, driving a 30% reduction in recurring issues.
• • Collaborated with IT to enhance the CRM system, resulting in a 20% increase in efficiency for tracking customer interactions.
• • Spearheaded an inter-departmental initiative to refine service protocols, which decreased average call handling time by 15%.
• • Pioneered a bilingual support program that expanded service to Spanish-speaking customers, growing the program's user base by 40% within 6 months.
• • Introduced a customer relationship strategy that elevated customer retention rates by 18% within a year.
• • Trained and mentored new hires, leading to a 35% faster onboarding process and improved service quality.
• • Efficiently handled an average of 120 calls per day, providing technical and account support with a 95% satisfaction rate.
• • Played a key role in a project team that launched a new product feedback loop, incorporating customer suggestions into service improvement strategies.
• • Consistently met and exceeded personal performance targets for 12 consecutive quarters.
• • Orchestrated a client outreach program that increased active engagement by 25% within the first year.
• • Managed a portfolio of high-value accounts, ensuring 98% client satisfaction and retention.
• • Implemented an improved issue tracking system that reduced response times by 20%.
• • Collaborated closely with the product team to tailor solutions, enhancing overall client experience.

4 Call Center Representative Resume Examples & Guide for 2024

A call center representative resume must demonstrate exceptional communication skills. Showcase your ability to effectively engage with customers to resolve issues. Highlight your problem-solving abilities on your resume. Illustrate your capacity to assess situations and implement solutions swiftly.

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

Call Center Director

Call center manager, center manager.

As a call center representative, effectively showcasing your problem-solving skills and ability to handle high call volumes can be a significant challenge on your resume. Our guide provides tailored strategies to help you highlight these competencies, ensuring your application stands out to potential employers.

• Sample industry-leading examples to learn how to write your best resume yet.
• Improve the experience, education, and achievements section of your resume with insights from resume-writing professionals.
• Curate your technical expertise and personality to stand out amongst the pool of candidates.
• Succinctly focus on your unique skill set all through your call center representative resume.

If the call center representative resume isn't the right one for you, take a look at other related guides we have:

• Corporate Account Manager Resume Example
• International Sales Manager Resume Example
• Customer Success Manager Resume Example
• Tech Sales Resume Example
• District Sales Manager Resume Example
• Insurance Account Manager Resume Example
• Wine Sales Resume Example
• CRM Project Manager Resume Example
• Territory Sales Manager Resume Example
• Assistant Manager Retail Resume Example

Enhancing your call center representative resume: format and layout tips

Four popular formatting rules (and an additional tip) are here to optimize your call center representative resume:

• Listing experience in reverse chronological order - start with your most recent job experiences. This layout helps recruiters see your career progression and emphasizes your most relevant roles.
• Including contact details in the header - make sure your contact information is easily accessible at the top of your resume. In the header, you might also include a professional photo.
• Aligning your expertise with the job requirements - this involves adding essential sections such as experience, skills, and education that match the job you're applying for.
• Curating your expertise on a single page - if your experience spans over a decade, a two-page resume is also acceptable.

Bonus tip: Ensure your call center representative resume is in PDF format when submitting. This format maintains the integrity of images, icons, and layout, making your resume easier to share.

Finally, concerning your resume format and the Applicant Tracker System (ATS):

• Use simple yet modern fonts like Rubik, Lato, Montserrat, etc.
• All serif and sans-serif fonts are friendly to ATS systems. Avoid script fonts that look like handwriting, however.
• Fonts such as Ariel and Times New Roman are suitable, though commonly used.
• Both single and double-column resumes can perform well with the ATS.

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The more trusted the organization you've attained your certificate (or degree) from, the more credible your skill set would be.

Fundamental sections for your call center representative resume:

• The header with your name (if your degree or certification is impressive, you can add the title as a follow up to your name), contact details, portfolio link, and headline
• The summary or objective aligning your career and resume achievements with the role
• The experience section to curate neatly organized bullets with your tangible at-work-success
• Skills listed through various sections of your resume and within an exclusive sidebar
• The education and certifications for more credibility and industry-wide expertise

What recruiters want to see on your resume:

• Proven customer service skills and experience handling customer inquiries and complaints.
• Strong communication abilities including clarity of speech, fluency, and a friendly tone.
• Experience with call center software and technologies such as CRM systems and telephone systems.
• Ability to manage and deescalate stressful situations displaying excellent problem-solving and negotiation skills.
• A track record of meeting or exceeding call center metrics and KPIs such as call handling time, customer satisfaction scores, and resolution rates.

Creating your call center representative resume experience to catch recruiters' attention

Remember that for the call center representative role, hiring managers are looking to see how your expertise aligns with their requirements. Here's where your resume experience section can help out. Make sure you:

• Include mainly roles that are relevant to the call center representative job you're applying for;
• Don't go too far back in your experience - recruiters will only care what you did a decade ago if it's really important for the call center representative role;
• Each bullet you include should say what you did, followed by the skills you used and the actual end result of your efforts;
• Quantify each of your achievements with numbers and possibly the overall effect it had on the organization;
• Highlight transferrable skills - or personal skills you've attained thanks to past jobs - that could be applicable within your potential workplace. This would showcase your unique value as a professional.

Formatting the experience section of your resume doesn't have to be an over-the-top deep dive into your whole career. Follow the call center representative resume examples below to see how industry-leading professionals are presenting their experience:

• Handled an average of 80 calls per day, providing detailed product information and resolving issues, leading to a 30% improvement in customer satisfaction ratings.
• Implemented a new CRM system for tracking customer interactions, which reduced call handling time by 15% and improved record accuracy.
• Collaborated with the sales team to upsell products during service calls, contributing to a 20% increase in monthly sales for targeted items.
• Developed and maintained a comprehensive knowledge base, leading to a 25% decrease in repeat calls for the same issue.
• Mentored and trained new hires, ensuring a consistent level of high-quality customer service across the team.
• Participated in creating a customer feedback loop that helped the company tailor services to meet market needs more effectively.
• Resolved complex technical issues related to mobile devices and broadband services with a 95% success rate.
• Worked closely with the product development team to identify recurring customer issues, contributing to product improvements that decreased call volume by 15%.
• Designed and led a training workshop on advanced troubleshooting techniques, enhancing the team’s ability to handle challenging calls.
• Managed escalated customer calls, negotiating solutions that benefited both the customer and the company, preserving customer loyalty in 90% of cases.
• Oversaw the customer service email campaign that led to a 35% increase in customer engagement.
• Spearheaded a cross-departmental initiative to streamline call center operations, which reduced wait times by 20%.
• Facilitated communication between customers and technical teams, translating technical jargon into understandable terms for customers, increasing resolution rates.
• Crafted weekly reports analyzing call center metrics, identifying trends that enabled management to take proactive measures to maintain service quality standards.
• Coordinated with the IT department to implement a VoIP system that cut down telecommunication costs by 20%.
• Monitored and evaluated over 50 call center agents weekly to ensure adherence to quality standards, improving overall service delivery and reducing repeat calls by 10%.
• Implemented a reward system for top-performing representatives, resulting in a 15% increase in employee satisfaction.
• Led quarterly training sessions on quality customer interaction and proper call documentation, leading to a more skilled workforce.
• Empowered customers by offering comprehensive solutions for billing disputes and service interruptions, reducing churn by 5% annually.
• Created personalized follow-up strategies for high-priority clients, ensuring issue resolution and enhancing overall customer experience.
• Analyzed call patterns and prepared strategic recommendations to optimize staffing schedules, mitigating wait times during peak hours by 25%.
• Provided telecom product consultations, increasing customer understanding and trust, and achieving a 10% growth in loyalty program enrollments.
• Conducted in-depth analysis of customer complaints and feedback, leading to strategic changes in service protocols that improved customer retention by 7%.
• Collaborated with marketing to develop caller-centric promotional campaigns, which enhanced cross-selling success rates by twelve percent.
• Assess and manage an average of 100+ customer inquiries daily, ensuring timely and accurate support across multiple communication channels.
• Led a task force that revamped the FAQ section on the company's website, leading to a self-service resolution increase of 30%.
• Generated weekly reports utilizing business intelligence software to monitor key performance indicators and identify potential areas for improvement.
• Orchestrated a customer service initiative that improved the call center's issue resolution efficiency by 18% within the first year.
• Managed after-hours support team, ensuring effective coverage and timely responses for international clientele.
• Introduced a bilingual service option that resulted in a 20% uptake among non-English speaking customers, expanding the company’s market reach.

Quantifying impact on your resume

• Highlight the number of calls handled per day to showcase efficiency and volume capabilities.
• Include customer satisfaction ratings or survey scores to demonstrate quality of service.
• Mention the percentage of first-call resolutions to emphasize problem-solving skills.
• Factor in the average call handling time to illustrate speed and effectiveness.
• State any quantifiable improvements made to call center processes or protocols.
• Reflect the number of upsells or cross-sales achieved, if applicable, to demonstrate sales acumen.
• List any training or mentorship programs participated in, noting the number of trainees involved.
• Specify the scale of the team or project led to convey leadership and organizational impact.

Action verbs for your call center representative resume

Making the most of your little to none professional experience

If you're hesitant to apply for your dream job due to limited professional experience , remember that recruiters also value the unique contributions you can offer.

Next time you doubt applying, consider this step-by-step approach for your resume's experience section:

• Rather than the standard reverse chronological order, opt for a functional-based format. This shifts the focus from your work history to your achievements and strengths;
• Include relevant internships, volunteer work, or other non-standard experiences in your call center representative resume's experience section;
• Utilize your education, qualifications, and certifications to bridge gaps in your call center representative resume experience;
• Emphasize your interpersonal skills and transferable skills from various industries. Often, recruiters seek a personality match, giving you an advantage over other candidates.

Recommended reads:

• Should You Include Eagle Scout On Your Resume?
• How To Include Your Relevant Coursework On A Resume

Call Center Representative resume skills: the essential hard skills and soft skills checklist

Ultimately, your Call Center Representative resume should hint to recruiters that you possess an array of talents that are indispensable to the role.

For example, listing the technologies and software you're apt at using (or your hard skills) and how you apply them in your day-to-day responsibilities would ensure you meet the technical requirements of the role.

But is this enough to ensure that you make a good impression on recruiters?

Go a step further by detailing the soft skills or personality traits you've attained thanks to your work and life experience.

The best way to balance hard skills and soft skills on your Call Center Representative resume is by:

• Highlighting up to three of your most noteworthy career accomplishments in a separate section.
• Listing at least one hard skill and one soft skill you've used to solve a particular challenge or problem.
• Feature niche skills and technologies that would help you stand out amongst candidates.
• Think back on the social impact your efforts have had towards improving the work environment - were you able to always maintain a professional ethic, while enhancing the team culture? Write about your contribution to the role, department, or organization itself as a metric of success.

The skills section of your resume provides you with plenty of opportunities to detail your technical and personal traits.

All you have to do is select the talents that best fit your application and expertise. Make note of some of the most prominent hard and soft skills across the industry from our list:

Top skills for your call center representative resume:

Customer Service

Telephone Etiquette

Computer Literacy

CRM Software Proficiency

Typing Speed and Accuracy

Product Knowledge

Issue Resolution

Order Processing

Multitasking

Communication

Active Listening

Problem-Solving

Adaptability

Stress Management

Attention to Detail

Time Management

Always remember that your call center representative certifications can be quantified across different resume sections, like your experience, summary, or objective. For example, you could include concise details within the expertise bullets of how the specific certificate has improved your on-the-job performance.

Education section and most popular call center representative certifications for your resume

Your resume education section is crucial. It can indicate a range of skills and experiences pertinent to the position.

• Mention only post-secondary qualifications, noting the institution and duration.
• If you're still studying, highlight your anticipated graduation date.
• Omit qualifications not pertinent to the role or sector.
• If it provides a chance to emphasize your accomplishments, describe your educational background, especially in a research-intensive setting.

Recruiters value call center representative candidates who have invested their personal time into their professional growth. That's why you should include both your relevant education and certification . Not only will this help you stand out amongst candidates, but showcase your dedication to the field. On your call center representative resume, ensure you've:

• Curated degrees and certificates that are relevant to the role
• Shown the institution you've obtained them from - for credibility
• Include the start and end dates (or if your education/certification is pending) to potentially fill in your experience gaps
• If applicable, include a couple of job advert keywords (skills or technologies) as part of the certification or degree description

If you decide to list miscellaneous certificates (that are irrelevant to the role), do so closer to the bottom of your resume. In that way, they'd come across as part of your personal interests, instead of experience. The team at Enhancv has created for you a list of the most popular call center representative certificates - to help you update your resume quicker:

The top 5 certifications for your call center representative resume:

• Call Center Associate Training (CCAT) - The Resource Center for Customer Service Professionals (RCCSP)
• Certified Customer Service Professional (CCSP) - The National Customer Service Association (NCSA)
• Certified Call Center Professional (CCCP) - The Management and Strategy Institute (MSI)
• Customer Service Representative (CSR) Certification - Help Desk Institute (HDI)
• Professional Call Center Agent (PCCA) - BenchmarkPortal

The more time and effort you've put into obtaining the relevant certificate, the closer to the top it should be listed. This is especially important for more senior roles and if the company you're applying for is more forward-facing.

• How to List Expected Graduation Date on Your Resume
• How to List a Major & Minor on Your Resume (with Examples)

Choosing between a call center representative resume summary or objective

Many may argue that, in recent times, the call center representative resume summary or objective has become completely obsolete.

But the reality is different as both of these resume sections provide you with an opportunity to :

• integrate call center representative-vital keywords
• showcase your accomplishments
• answer why you're applying for this particular role.

The difference (between the summary and the objective) is that the:

• Resume objective puts your career goals in a more prominent position.
• Resume summary focuses more on career milestones.

We recommend you select the summary if you happen to have plenty of experience you'd like to spotlight from the very start of your call center representative resume.

Meanwhile, the objective is ideal for those candidates who'd like to further prove their suitability for the role with their goals and soft skills.

We've featured some industry professional call center representative resume samples to the best resume summary and objective structures:

Resume summaries for a call center representative job

• Seasoned customer service representative with over seven years of experience in high-paced tech support centers, adept at handling over 100 calls daily. Strengthened the customer satisfaction rate by 25% through personalized service and issue resolution at a leading telecommunications company. Fluent in both English and Spanish, expert in CRM software and call center technologies.
• Dedicated professional with over five years in the hospitality industry seeking to transition to a call center environment. Recognized for exceptional people skills and ability to maintain composure under pressure, proficient in resolving customer inquiries and complaints. Aiming to leverage a track record of achieving a 95% customer satisfaction rate to meet performance indicators in a new setting.
• Aspiring call center representative with a strong background in retail management, bringing forth a customer-centric approach honed over four years. Recognized for excellence in team leadership and sales strategy execution, eagerly anticipating applying a strong work ethic and communication skills to support client services in a dynamic telecommunications environment.
• Recent graduate with a Bachelor's in Communication seeking a challenging position where skills in language, problem-solving, and technology can be utilized. Eager to commit to a career that fosters growth while enhancing customer experience. Proficient in Microsoft Office Suite and quick to learn proprietary database systems.
• After a successful two-year stint in education administration, ready to apply meticulous attention to detail and a penchant for compassionate communication to customer service in a high-volume call center. Keen to utilize problem-solving abilities and a history of reducing student complaint resolution time by 30% to improve customer service delivery.
• Enthusiastic team player with no formal experience in call centers but armed with a positive attitude and a fervent desire to provide exceptional customer service. Dedicated to mastering technology platforms and eager to contribute outstanding multitasking abilities to support clients with prompt and effective solutions.

Extra sections to include in your call center representative resume

What should you do if you happen to have some space left on your resume, and want to highlight other aspects of your profile that you deem are relevant to the role? Add to your call center representative resume some of these personal and professional sections:

• Passions/Interests - to detail how you spend both your personal and professional time, invested in various hobbies;
• Awards - to present those niche accolades that make your experience unique;
• Publications - an excellent choice for professionals, who have just graduated from university or are used to a more academic setting;
• Volunteering - your footprint within your local (or national/international) community.

Key takeaways

• The logic of your resume presentation should follow your career highlights and alignment with the role;
• Curate information within different sections (e.g. summary, experience, etc.) that helps highlight your strengths;
• Exclude from your resume irrelevant experience items - that way you'd ensure it stays no longer than two pages and is easy to read;
• Dedicate space within the summary, experience, and/or achievements to highlight precisely why you're the best candidate for the role via your previous success;
• Both your technical and people capabilities should also play a crucial role in building up your call center representative application. Prove your skill set in various resume sections.

Call Center Representative resume examples

Explore additional call center representative resume samples and guides and see what works for your level of experience or role.

The Call Center Director role has grown from customer service roots, often affected by changes in customer interaction trends. When applying for such roles, remember:

• Proven experience with customer service metrics. Highlight satisfaction scores, average handle time, first-call resolution rates - these are primary determinants of a call center's effectiveness.
• Highlight your leadership experience. As a Director, your team management skills are pivotal, show past instances where your leadership positively influenced performance.
• Detail your knowledge on call center operations. Include your capabilities with queue management, forecasting, scheduling , and optimising shift patterns to handle call volume fluctuations.
• Instead of just listing skills, demonstrate how those skills contributed to positive changes in call center operations with concrete outcomes. Use phrases like 'improved customer satisfaction by...' or 'reduced handle time through...'

Coming from the same customer service background, a Call Center Manager is often influenced by team management trends. When applying, consider:

• Demonstrating core manager skills. Highlight past experiences in team management, agent training, performance evaluation, and motivational activities.
• Having a thorough understanding of customer service tools. List down systems like CRM, ACD, WFM, and how you have utilized them before for excellent results.
• Show familiarity with customer service metrics. You’ve likely been accountable for satisfaction scores or handle times, make sure your resume reflects this.
• Also, don’t simply list skills. Showcase how they enhanced call center operations, for example “improved agent productivity by…”, “increased customer retention through…”.

Being a Center Manager extends beyond pure customer service to include facility and operations management. Here are points to note in resume:

• Facility management skills are key. Highlight experiences in maintenance, space planning, and equipment upgrades.
• Staff management is crucial. Show your abilities in managing, training, and motivating staff to achieve organizational goals.
• Emphasize on your operational skills. Discussing things like budgeting, Scheduling, compliance and emergency planing can provide an edge.
• Display the results of your skills. Discuss how you used your competencies for positive changes, like “increased facility usage by…” or “reduced operating costs with…”.

Looking to build your own Call Center Representative resume?

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• Resume Templates

Call Center Representative Resume: 12+ Examples & Tips

We live in an increasingly “connected” world.

The use of the internet and phones for everyday tasks far and away exceeds face to face interactions.

Most companies rely on having staff members who are available to assist customers over the phone or through instant messaging.

When working in a call center, it is crucial to have excellent customer service skills as well as an ability to juggle a high volume of customer concerns and complaints.

When customers call in, they want to talk to someone friendly, competent, and well versed in the products or services of their company.

All in all, the people running the phone lines of call centers need to be ready for anything – and that is no small task.

So, how do you show a company that you’re ready to tackle the challenges associated with working in a call center?

Writing a call center representative resume is generally the first step that can either get the ball rolling or stop the process before it starts.

If you’re ready to get going, we are prepared to give you a push in the right direction.

Let’s get started!

• Resume Template
• Writing Your Resume Summary
• Areas of Expertise

Writing Your Work Experience

Writing your education section.

• Additional Sections

Resume Points to Remember

• Resume “Don’ts” to Remember
• Some Helpful Tools

Let’s begin with a sample call center representative resume to demonstrate how all the resume pieces fit together. Then we will break each section down to really drill into how to write the best call center representative resume you possibly can.

Call Center Representative Resume (Text Version)

Contact info:.

Lindsay Thompson [email protected] (301) 572-0138 Bowie, MD 20715 linkedin.com/lthompson

Summary Statement:

Call Center Representative : Call Center Representative dedicated to delivering a high level of customer satisfaction while managing multiple responsibilities in fast-paced environments. Demonstrable 6 year history in the industry, working to trouble-shoot complex issues, actively listen to customer concerns, and resolve conflicts with strong interpersonal and verbal communication skills.

Key Accomplishments/Areas of Expertise

• Effective Communication
• Conflict Resolution
• Technical Support
• Relationship Building
• 76 WPM Typist
• Fluent Spanish Speaker

Professional Experience:

Lawson’s Call Center | Call Center Representative Bowie, MD | August 2017-Present

• Managed over 50 calls per day, directed calls to appropriate dept
• Supplied timely solutions to complex issues with exceptional service
• Used company software and Microsoft office to maintain records

York Call Center | Call Center Associate Bowie, MD | June 2015 -July 2017

• Maintain exceptional customer service with ratings above 96% 
• Competently handle over 90 customer calls daily
• Identify customer needs and provide innovative and timely solutions

Wells Fargo | Customer Service Associate Bowie, MD | May 2014 -May 2015

• Responded to questions related to services & routed calls to various depts
• Provided outstanding customer service while assisting callers
• Assist team members in daily tasks by providing ongoing training & support

Bachelor of Arts in Communication Studies University of Maryland, College Park, MD May 2014

When working in a call center, appearances might not matter much to your customers, but when it comes to resume writing, appearances make all the difference.

The resume format you select will determine how your resume will appear to your readers.

While there are many different resume formats to choose from, there are still aspects of formatting that should always be followed, regardless of which one you select.

Six seconds – that is the amount of time hiring managers typically spend looking at each new resume they review.

The primary purpose of your call center representative resume format should be to create a piece of writing that is straightforward, easy to follow, and allows for the most important details to shine.

It is necessary to utilize bullet points and even spacing to create a resume that is both professional and easy to read.

These two aspects of resume formatting allow for words to “breathe” and create uniform lines to guide your readers’ eyes down the page.

When listing important details regarding accomplishments and achievements, try arranging things in reverse chronological order .

Allow for your most recent and relevant information to come first, and never save the best for last.

It is reasonable to assume that a hiring manager will not read your resume entirely, so make sure the most significant details either come first or stand out visually by using bullet points, bolding, or italicizing.

Follow these basic formatting concepts, and your resume will stand out visually above the rest.

Start With Your Resume Summary

Once you have decided what you want the overall appearance of your resume to be, you can begin actually writing your call center representative resume.

The standard first section of a resume is the summary.

A resume summary is a short paragraph (about two to three sentences) that should describe yourself as a call center representative.

Because this is the first section of your resume, it is important to include impressive and impactful information, along with some specific details, while remaining to the point.

Effective details to include can range from person to person based on experience, education, and natural ability.

Before you begin writing this section, start by asking yourself, “what qualifications and abilities does this job/company require of someone in this position?”

Asking this question is a great way to get an idea of what the overall picture looks like before you decide the best way to describe yourself.

It is important to know what “questions” you are responding to before you come up with a good answer.

Call Center Representative dedicated to delivering a high level of customer satisfaction while managing multiple responsibilities in fast-paced environments. Demonstrable 6-year history in the industry, working to troubleshoot complex issues, actively listen to customer concerns, and resolve conflicts with strong interpersonal and verbal communication skills.

Call Center Representative creating happy customers while juggling tasks in busy fields. Strong history in the industry of fixing conflicts with strong communication skills.

The “Yes!” example describes the candidate’s experience level and strengths while providing specific and accurate information to explain how they function in the work-place.

The “No!” example describes the candidate with minimal detail and weak wording that is repetitive and not impactful.

PRO TIP : While the first section of your resume is your summary, you don’t have to write it first. If you are struggling with what to include in this section or how to narrow things down, try skipping it and coming back to it later. Write your work experience and skills sections first to get into a better groove and feel out what information is more pertinent to the first section.

Key Accomplishments/ Skills & Qualifications

The resume summary serves its purpose as a necessary introduction to your call center representative resume, but hiring managers generally want to get down to more of the specific facts.

Including a section in your resume that lists the skills and qualifications you have clearly and directly is essential when it comes to catching the eye of any hiring manager.

This list should be kept simple, specific, and to the point while hitting all the right notes.

When working as a call center representative, it is necessary to be technical enough to troubleshoot issues, while also being personable and easy to talk to.

Hard skills and soft skills are the two main types of skills involved in doing this job well.

Hard skills, or technical skills, are the kinds of skills that need to be taught and practiced to master.

Most technical skills are more job-specific and can range anywhere from knowing how to record information in Microsoft Office all the way to gaining more in-depth knowledge about the products or services your company sells.

Soft skills, or people skills, are the kinds of skills that can’t necessarily be taught and come more naturally to some.

Being able to communicate well with others and stay calm under pressure are tough skills to gauge, but vital to customer service nonetheless.

When you write a list of skills on your resume, make sure that it includes a variety of both skill types, such as in this example:

• Customer Service
• Detail Orientation
• Organization
• Adaptability

PRO TIP : When you are responding to a job posting, make sure that you take the time to look it over as you are writing your call center representative resume. If the job posting includes details regarding the skills and qualifications they are looking for in a candidate, try to tailor your resume around those details. If you have the skills they are looking for, you should always include them in this section.

Now that you have described yourself more specifically, you should give some background explaining why you have the skills and qualifications that you do.

Including a job history in your resume is an opportunity to show that you have tested your skills and abilities.

While every candidate will have different experience levels and qualifications, the “rules” for how to write this section remain relatively consistent.

If you have a lot of previous work experience to speak of, try to narrow things down to only the most relevant and impressive jobs.

Listing work history in reverse chronological order allows for your most recent jobs to come first, which is what most hiring managers want to see.

Always use your best judgment – if you are deciding between including a more recent job as a Lyft driver or a previous job as a call center representative, it is best to stick with the latter of the two options.

Describe each job you decide to include in about three to five bullet points , with each bullet point presenting new and impactful information to avoid getting repetitive.

Your job descriptions should reinforce that you have the skills and abilities necessary to excel at the position you are currently applying to acquire.

Even if you are describing a previous job where you weren’t a call center representative, you can still discuss job tasks that are relevant to the position you want.

Lawson’s Call Center | Call Center Representative | Bowie, MD | August 2017-Present

• Answer and assist with a high volume of calls
• Provided resolutions to different issues
• Input data and maintain documentation

The “Yes!” example lists job tasks and achievements that reinforce the candidate’s strengths and abilities related to customer service.

The “No!” example lists job tasks with minimal detail and lacks the specifics necessary to create a memorable candidate resume.

PRO TIP : When writing your job descriptions, always quantify and qualify any job duties and achievements you discuss. If you want to mention that you received positive customer reviews, include a percentage. If you want to say that you “input information” describe what software you used and what kind of information you were recording. These added details are essential to creating an impactful and impressive call center representative resume.

What are bots?

Now that you understand the basics of writing the most prominent sections of your resume, it is important to consider who your audience will be.

While hiring managers still review resumes, many companies have added an extra step to the hiring process by implementing the use of  Applicant Tracking Systems (ATS) , or bots.

Bots review resumes for hiring managers to decide which ones will go on for further review, and which ones will not be considered for hire.

When a bot assesses a resume, it searches for specific keywords (distinct adjectives) and power words (action verbs) that are associated with skilled candidates who have relevant talents.

In order to impress a bot, some resume experts believe it is beneficial to write your job descriptions in paragraph format instead of with bullet points as a way of including more keywords and power words.

While paragraphs might encourage some candidates to utilize more keywords, it is possible to include just as many when using bullet points.

Here at Big Interview, we recommend sticking with bullet points, because once your call center representative resume makes it through the examination of a bot, a hiring manager will review it as well.

A well-laid out, informative resume is going to impress a human reviewer, and they are who you want to impress.

Standard Bullet Point Format:

York Call Center | Call Center Associate | Bowie, MD | June 2015 -July 2017

Paragraph Format:

Maintained high customer service ratings above 96% due to prompt and exceptional customer service skills. Answered and provided competent assistance for over 90 customer calls daily in a fast-paced work environment. Resolved customer concerns by successfully identifying their needs and providing innovative and timely solutions through detailed and accurate company knowledge.

Paragraph w/ Bullet Points Format:

Maintained high customer service ratings due to prompt and exceptional customer service skills. Answered and provided competent assistance for all customer calls daily in a fast-paced work environment. Resolved customer concerns by successfully identifying their needs and providing innovative and timely solutions through detailed and accurate company knowledge.

• 96% positive customer reviews
• 90+ customer calls per day

Regardless of what industry you work in and whether or not your education is relevant to your position, most companies expect to see an education section on your resume.

When writing your education section, start with your most recent and impressive degree first, then work your way down (e.g., Master’s, bachelor’s, associates).

If you have a college degree, it isn’t typically necessary that you include your high school diploma or GED.

Always include the full title of your degree, along with the school you attended and the year you graduated.

If you have any certifications or licenses relevant to the job you are applying to, you can either include them in your education section or list them directly above or below.

Certifications:

Certified Customer Service Professional – NCSA

Possible Sections to Include

In some cases, you might have additional achievements or qualifications to include in your call center representative resume that haven’t fit well in the previous sections we’ve discussed.

It is appropriate to include extra sections in your resume when you feel necessary.

Some of the sections you could include are:

• Awards and honors
• Publications
• Noteworthy Projects
• Social Media Influence
• Speaking Engagements
• Hobbies/Interests
• Volunteer Work

What if You Have No Experience?

If you are just graduating or you have recently switched career paths, you might be wondering how to adjust your resume to meet your needs.

When it comes to recent graduates who lack any work experience whatsoever, it is necessary to make some formatting adjustments to accommodate your needs.

Moving your education section just below your resume summary will allow it to command more attention.

Once you have moved your education section to a more notable location, you can expand upon any details that are worth mentioning.

High GPAs, honors, awards, extracurriculars, and specialized coursework are all impressive details that can spice up any education section.

If you also have any volunteer work or internship experience, those details can be essential to show a hiring manager that you have work experience, even if it was unpaid.

For those of you who have work experience, but it doesn’t apply to being a call center representative, the adjustments are more minor.

Focus on your job descriptions and adjusting them to cover details that are either specific to showing off your work ethic or presenting skills that can also be applied to

Keep things moving

Make sure that you aren’t repeating the same information more than once, and that you are using strong new keywords and power words to begin each bullet point. Resumes should be kept short and to the point, so there shouldn’t be space to get repetitive.

Visual appeal

Make sure that you are allowing for enough space in between sections and bullet points and that you are using a legible font. The structure of your call center representative resume should always be easy to follow and understand.

Do your research

Pay attention to the job posting you are responding to and brush up on the company you are applying to. Job postings are full of valuable information explaining what a company is looking for in a candidate. Creating your resume around a job posting is the best way to show a company that you fit their requirements.

Try to Avoid

Write your resume so that it will comfortably fit on one page and not go onto the next. Hiring managers are busy people who see countless new resumes every week. Don’t waste their time; make sure that you narrow things down.

Forgetting the basics

Always include your name and contact information at the top of your resume, and make sure you are continuously checking any areas that are “copy and paste” sections to make sure they are up to date and relevant.

Crazy formats

While it is important to create a resume that stands out above the rest, make sure that you are letting your words speak for themselves. Your call center representative resume format should never distract from what you are trying to say.

Helpful Tools:

Power words.

• Administered
• Implemented
• Consolidated
• Coordinated

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Call Center Representative resume examples for 2024

A call center representative resume should showcase experience in making outbound calls, receiving inbound calls, and data entry. These hard skills form the basis of the job. It's also important to highlight technical support and scheduling appointments, depending on the industry. On the soft skills side, customer service skills are paramount, as representatives need to interact with a high volume of people. Communication skills are also crucial.

Call Center Representative resume example

How to format your call center representative resume:.

• Use the same job title on your resume as the one in the job application. For example, 'Call Center Representative'.
• Highlight your accomplishments in your work experience section, such as 'Improved call center functionality by effectively resolving customer complaints' or 'Exceeded service and quality standards every review period'.
• Keep your resume concise and focused. Recruiters prefer one-page resumes that get straight to the point. Use bullet points to list your achievements and responsibilities.

Choose from 10+ customizable call center representative resume templates

Choose from a variety of easy-to-use call center representative resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your call center representative resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Call Center Representative resume format and sections

1. add contact information to your call center representative resume.

Call Center Representative Resume Contact Information Example # 1

Montgomery, AL 36043| 333-111-2222 | [email protected]

2. Add relevant education to your call center representative resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Call Center Representative Education

Call Center Representative Resume Relevant Education Example # 1

High School Diploma 2009 - 2011

Call Center Representative Resume Relevant Education Example # 2

High School Diploma 2017 - 2019

3. Next, create a call center representative skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an call center representative resume

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Customer interaction is communication between a company and its customers. Through customer interaction, a company is able to solve the various queries its customers have, convey different packages, and range of services provided by the company, and receive suggestions from the customers.

Telephone calls are a communication means through which a caller is connected to the called party. The call is done through a telecommunications device called a telephone. The caller can use a landline, mobile phone, or satellite phone to make the call.

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Top Skills for a Call Center Representative

• Strong Customer Service , 80.0%
• Customer Service , 3.9%
• Patients , 2.4%
• Data Entry , 2.1%
• Other Skills , 11.6%

4. List your call center representative experience

The most important part of any resume for a call center representative is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of call center representatives" and "Managed a team of 6 call center representatives over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Educated customers on our broadband, entertainment and telecommunications products and services via telephone.
• Prepared, summarized and maintained administrative reports, logs, and schedules.
• Utilized many workstation tasks, and work team communications to satisfy clients quickly.
• Experienced with handling sophisticated communication systems in a Call Center environment.
• Assisted new and current customers on how to browse the Verizon Wireless website for troubleshooting issues.

5. Highlight call center representative certifications on your resume

Specific call center representative certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your call center representative resume:

• Certified Pharmacy Technician (CPhT)
• Professional Credit Associate (PCA)
• HIPAA Professional (HIPAAP)
• International Accredited Business Accountant (IABA)
• Certified Information Technology Professional (CITP)
• Certified Customer Service Representative (CCSR)
• Certified Network Computer Technician (CNCT)
• Certified Personal Trainer
• Certified Customer Service Specialist (CSS)
• Computer Service Technician (CST)

6. Finally, add an call center representative resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your call center representative resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common call center representative resume skills

• Strong Customer Service
• Customer Service
• Troubleshoot
• Inbound Phone Calls
• Health Insurance
• Customer Interaction
• Schedule Appointments
• Telephone Calls
• Call Handling
• Computer System
• Credit Card
• Customer Inquiries
• Customer Support
• Quality Standards
• Problem Resolution
• Customer Accounts
• Customer Issues
• Quality Customer Service
• Technical Issues
• Customer Product Complaints
• Customer Orders
• Telephone Inquiries
• Call Center Support
• Customer Feedback
• Payment Arrangements
• Time Scheduling
• Outbound Customer Calls
• Billing Issues
• Billing Inquiries
• Transferring Calls
• Customer Satisfaction
• Equipment Operational
• Process Changes
• Customer Loyalty
• Management System
• Organization Reputation
• Customer Grievances
• Mobile Banking
• Technical Troubleshooting
• Call Tracking
• Phone Queues

Call Center Representative Jobs

Links to help optimize your call center representative resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Call Center Representative resume FAQs

What should i put on my resume for a call center job, search for call center representative jobs.

Updated June 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the call center representative job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Assists candidates to create candidate profile in company Applicant Tracking System (“ATS”), resetting passwords, and providing guidance
• Cooperate with co-workers and management while working toward department goals
• Use current systems to research adjustments, medical record submissions, website inquiries, and provider concerns as directed by the Team Manager
• Answer provider calls by assisting them with questions regarding payment methodology, adjustments, claim adjudication, and other billing problems
• Providing company and product information following defined policies and procedures to provide a consistent level of excellent customer service
• Establishes a working relationship with hospital and other key accounts to maintain strong rapport and service levels
• Train and assist in the development of new hires
• Assist in catastrophe management to include emergency activations and in-activations, contractor coverage and capacity management
• Provide second level support for business support tools including time accounting, project and client financials, and internal e-learning
• Follow bank established guidelines regarding customer service and delivers excellent customer service in accordance with Valley’s mission statement
• Good time management abilities
• Provide backup support for frontline teams based on inbound volume
• Develop referrals from prospects calling to inquire on bank products and services
• Effectively work independently with little or no direct supervision to meet team and individual metrics
• Assist in coordinating and distributing Call Center work over other Call Center staff
• Demonstrate customer excellence in answering incoming phones and retrieval of voicemail messages
• Schedule patient appointments and procedures in a timely and accurate manner, and inform patients of any necessary preparation in accordance with established guidelines
• Initiate, route and follow-up on correspondence with clinicians regarding patient information, including efficient use of the electronic health record system in-boxes
• Request and obtain accurate and timely health records from outside providers to support continuity of care
• Prepare patient itineraries and assemble and mail patient information packets
• Efficiently perform general office duties, including faxing, imaging documents, mail sorting and delivery
• Applicants with experience that demonstrate attention to detail, ability to communicate with a diverse range of customers and an ability to learn on the job
• Computer proficiency and ability to learn new applications quickly
• Strong understanding of data entry and the ability to integrate multiple applications of hospital information systems
• Ability to defuse situations and resolve problems quickly and accurately
• Ability and history of interacting well with team members and customers in a professional manner while maintaining a safe work environment
• Ability to multi-task and handle multiple priorities and changes with professionalism
• Strong verbal communication skills with the ability to listen, persuade, negotiate and obtain resolution
• Fluent in conversational English and ability to proficiently read and write English
• Basic knowledge of PC applications
• Basic computer knowledge

15 Call Center Representative resume templates

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• Provides support to all processes as needed
• Manage inbound and outbound telephone interactions and provide consistent, exceptional service. Inquiries generally include: account information, questions on products, process and procedures and other related account issues. Be available to process administrative inquiries in-between calls
• Execute: Account Set Up, Non-Financial Updates and Financial Trades
• Resolves issues within the section
• Demonstrates Shared Responsibilities Day-to-Day Responsibilities and
• Must be available between the hours of 4:30pm-12:30am (Mon- Fri)
• Be flexible with overtime, especially during the RSP Season Jan - Apr - Daily attendance is paramount
• Be punctual and adhere to scheduled shift
• Executes the client's instructions within the corporate/departmental quality and quantity standards
• Ensures that client's instruction documentation meets the corporate and dealer requirements
• Ensures the confidentiality (CISP) of client accounts
• Always be compliant on every inbound and outbound call to manage risk, i.e. perform security checks on every call - Be courteous and friendly on the phones
• Display professionalism (Language and Attire)
• Deal with account issues immediately
• Manage outstanding items in a timely manner - Offer reasonable time frames and deliver on promises to clients
• Be available to customers
• Maintain a professional workspace
• Read and respond to emails and voicemails frequently
• Attend mandatory phone coaching on weekly basis - Work on special projects between calls as assigned
• Complete daily work on rejected documents in between calls
• Previous Call Centre experience preferred
• Previous Mutual Fund of Financial Industry knowledge preferred

Resort Call Center Representative Resume Examples & Samples

• Preferably with previous work experience in Hotel, customer services, or tourism industry
• Preferably with tertiary education qualification from Hotel, Hospitality or Tourism Management courses
• Preferably with computer skills and knowledge in Microsoft Office applications (Word, Excel, PowerPoint) and Chinese word processing
• Perform required tasks and validation steps to ensure production of timely and accurate employee payments, transfer of funds (EFT) and delivery of appropriate reports and related files for assigned Clients
• Conduct timely and accurate processing of cyclical events including month end, quarter end, and year end related activities
• Act as day-to-day liaison with Client designated contact(s) for payroll related processing events and system processing inquiries ensuring timely review and resolution of issues
• Ensure ADP performs payroll services based on client requirements while validating that ADP meets required statutory obligations
• Monitor and report on payroll performance metrics related to assigned clients
• Participate in testing and validation as required for product updates and cyclical processing events (such as year end processing)
• Consistently seek to maintain the integrity of client and employee data
• Maintain and adhere to quality controls throughout the payroll process as defined by ADP and Client
• Maintain client payroll procedure manuals and business process documents, as required
• 2+ years of Customer Service experience; 1+ year of Sales or Telemarketing experience
• Solid problem solving and time management skills
• Bilingual (English and Spanish
• Experience with live chat and social media
• High school Diploma/GED
• 2-4 years of customer service experience
• Passion for helping people
• College degree
• 1 year of sales or telemarketing experience
• Call Center and/or Banking experience
• 2+ years of extensive Inbound Call Center experience
• Foreign language skills
• Call Center and/or Healthcare experience

Assoc Technical Call Center Representative Resume Examples & Samples

• Projects an attitude of service, empathy, and patience to all customers under all circumstances and ensures caller understands and has complete information
• Listens carefully and attentively to identify & understand concerns and anticipates callers’ needs
• Promptly and accurately addresses caller’s inquiries using various administrative systems
• Utilizes various resources (computer systems, published materials, websites) to assess the situation to determine an appropriate course of action
• Listens to customers’ and internal stakeholders’ needs and is proactive in delivering 100% satisfaction
• Maintains quality service by following policies and procedures
• Uses computerized systems for tracking calls, information gathering, timekeeping and troubleshooting
• Provides program and technical support and troubleshooting via phone
• Works assigned shift within 8:00 a.m. - 8:00 p.m. Monday through Friday hours of operation. Shifts may also be assigned on Saturdays when test administrations are being held
• General knowledge of and basic experience with computer networking and communication
• Demonstrates technical understanding of PC/Mac operating systems and web technology
• Background in the following applications and services: Microsoft Office Suites, email programs (Outlook, Hotmail), internet tools such as browsers (IE, Netscape, Firefox, Safari, etc), internet service providers (AOL, MSN, Comcast, AT&T, etc), computer operating systems (Windows and Mac) and some PC hardware skills
• Good troubleshooting and listening skills to facilitate problem solving with customers and colleagues
• Able to communicate and respond to customer inquiries both verbally and in writing
• Demonstrates proven success with attention to detail and accuracy when providing information to customers
• Working knowledge and proven success with Microsoft Word, Excel and able to easily navigate in a windows environment
• Previous success in a call center or customer service role
• Experience with call tracking software preferred
• Speaks with clients regarding service request or problems; documents, evaluates and resolves customer’s inquiries
• Represent AEGON with professional pride to internal and external customers
• Up to 1 year experience with call center or customer service experience/training
• Ability to consistently complete work within standard time frames set by department
• Ability to work independently and seek additional opportunities when able
• Ability to work in a team environment to develop integrity, trust and respect of coworkers at all levels
• General understanding of life and annuity products a plus

Intermediate Call Center Representative Resume Examples & Samples

• Excellent customer relations skills with an emphasis on maintaining customer loyalty, resolving customer complaints and creating positive, memorable customer experiences
• FINRA Series 6 license (may be obtained within the training period)
• Research and problem solving skills in order to surface an issue, analyze it and implement the most effective corrective action
• The ability to work well under stress and high call volumes
• The ability to interpret contracts and plan documents to educate customers
• Prior customer service experience and/or training
• Fundamental computer knowledge and ability to maneuver within windows applications
• Basic understanding of Microsoft office suite; specifically Word and Excel
• Prior call center or contact center experience and/or training
• Experience working within a computer mainframe
• Skills Advantage Work Ready Certificate
• Citigroup services a variety of clients approximately 40 in total
• Manage inbound telephone interactions and provide consistent, exceptional service. Inquiries generally include: account information, questions on products, process and procedures and other related account issue
• Manage Outbound telephone NIGO interactions , Provide Consistent, exceptional service
• Previous Call Centre experience
• Previous financial industry experience
• Education: High School diploma or GED required: College and University degree preferred
• Excellent verbal and written communication (English, French / Cantonese if applicable)
• Microsoft Office/ Outlook/ Window 7
• Competent in multiple computer applications
• Demonstrates the ability to identify and resolve problems

Assoc Call Center Representative Resume Examples & Samples

• Identifies customer needs and expectations
• Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials and websites)
• Serve as primary contact for inbound customer issues. Escalate more technical product-related issues to the proper Product Support department
• Pleasant, friendly and has good telephone etiquette and written communication skills
• Comfortable answering questions over the phone or via e-mail & chat
• Able to work independently within specific time constraints; problem solve and multi task
• Prior experience working with the public in a customer service oriented role
• 2+ years of experience in Customer Service role
• Post-High School education/training or equivalent combination of education and experience
• Previous experience with Accounting, Reconciliations, Accounts Receivables, etc
• Solid quantitative and analytical skills
• Previous experience with Healthcare/Insurance systems
• Minimum 6 months Walt Disney World experience
• Previous Call Center experience
• Previous Walt Disney World Resort Front Desk/Guest Services experience
• 2-4 years in a customer service role
• Prior experience in telemarketing and/or sales
• Banking knowledge
• Inputs data into software within required deadlines accurately
• Record necessary changes/updates as appropriate
• Ensure that all internal controls and procedures are followed
• Research, communicate and accurately resolve basic customer service needs according to the commitments and standards set forth by the department
• Comply with department processes, procedures and/or programs
• Execute administrative duties as assigned
• Additional responsibilities as assigned
• High School Diploma or GED required; Associate’s Degree in Business, Communications or a related field preferred
• 1 year of relevant work experience
• Bilingual preferred (English and Spanish preferred)
• Ability to work in a team environment as well as independently
• Proficient use of applicable technology
• Computer proficiency
• Prior experience in a call center or healthcare industry
• Prior experience with EPIC
• Foreign Language skills
• 1-2 years customer service or sales experience
• Strong organizational and excellent follow up skills
• Detail-oriented with the ability to multitask
• Light sales skills
• General Computer skills, including knowledge of Microsoft Office applications
• Able to flexibly and positively respond to changes in workflow, work volume, coverage requirements and interruptions
• High School Degree or equivalent
• Prior experience in a call center or customer service role within the health insurance industry
• Ability to work in a high pressure, fast-paced environment
• Sharp investigative and analytical skills
• Some college experience
• Knowledge of Medical terminology and medical billing coding
• Provides information on a variety of complex customer service issues regarding retirement products and/or transactions focusing on customer satisfaction, quality and efficiency
• Educates customers on product and investment alternatives and provides guidance as it relates to retirement planning
• Speaks with clients regarding service request or problems; documents, evaluates and resolves customer inquiries
• Function within a team based environment and actively participate in department goals
• Make recommendations for improvements in productivity or quality of services
• FINRA Series 6 license (may be obtained during new hire training)
• Assists plan participants with setting up and creating an investment strategy for retirement
• Educates customers on plan/contract provisions, fund performance and administrative services
• Provide guidance to plan participants with transfer allocation changes and loan transactions
• Routinely identify and act upon asset retention and gathering opportunities
• Utilize and gain proficiency with automated workflow system and other computer programs used in department
• Strong communication skills and the ability to explain complex issues in a clear and concise manner
• Financial Services experience

Evening Call Center Representative Resume Examples & Samples

• Answers incoming phone calls
• Previous switchboard experience is a MUST
• Good communication skills both written and verbal
• Must meet MileOne hirig critera which includes a drug and background check
• Up to 1 year experience with call center or customer service experience/training preferred
• Skills Advantage Work Ready Certificate, Optional
• Fundamental computer knowledge and maneuverability within window applications. Basic understanding of Microsoft office suite, specifically Word and Excel. Experience working within a computer mainframe a plus

Medical Call Center Representative Resume Examples & Samples

• 1-2 years of experience in health plans or customer service
• Comfortable working in a busy environment
• Experience with Health Insurance
• Experience with Medicare

Call Center Representative / Switchboard Resume Examples & Samples

• Directs caller to appropriate department or individual or takes a thorough message
• Assists with clerical duties as requested
• Maintains a professional appearance
• Prior experience with Microsoft Products
• Personable phone manner
• Prior experience doing phone customer service work in the healthcare industry
• Strong telephone soft skills gained from prior customer/patient experience in a similar call center role
• Previous experience using EPIC
• Proficiency with computer platforms and applications
• Some college coursework
• Associate's or Bachelor's Degree
• 2+ years of previous experience working in an inbound call center environment
• Ability to answer medical questions
• Prior experience within a call center
• Compassionate and empathetic
• Proficient with office equipment such as printer, copier, fax, scanner, etc
• Commitment to guard Protected Health Information and adhere to HIPAA guidelines
• Healthcare Call Center experience
• Healthcare background
• Proactive outreach to retain customers and maintain high level of customer satisfaction
• Work as a part of a unique, customer centric team
• Put yourself in the customer’s shoes and do what it takes to turn bad experiences into great ones
• Educate customers on the specifics of our service and how to make the most out of their membership
• 1 year+ experience in a call center or customer service team
• 1 year of related experience
• Proficiency with computer platforms and applications, particularly Microsoft Excel
• Knowledge of Unity 23, Mysis and HHC Advantage

Customer Service Call Center Representative Resume Examples & Samples

• Performing a variety of transactions on the customer’s behalf such as: funds transfers, stop payments, debit card increases, address changes and check orders
• Opening and processing all types of consumer deposit accounts over the telephone and through internet applications and taking consumer loan applications over the phone
• Suggesting appropriate products and services to existing and prospective customers and cross-sells other bank services such as Visa Credit Cards
• 1+ year of relevant work experience
• 3+ years of relevant work experience and/or a Bachelor's Degree
• Prior Healthcare or Service experience
• Prior call center and telemarketing, inside sales, or customer retention experience
• Must be computer proficient in MS Office
• Previous experience in sales
• Answer incoming calls from customers, document all necessary information and take comprehensive notes regarding calls
• Enter and process customer orders and requests in an accurate, timely and efficient manner
• Must meet or exceed quality metrics and customer expectations
• Use excellent communication and customer service skills to provide customers with accurate, consistent, and timely responses
• 1-3 years of experience in customer service in a call center environment
• Ability to research and analyze data effectively
• Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers

Customer Support Call Center Representative Resume Examples & Samples

• Compose emails in response to dealer and service center inquiries
• Correspond in a professional and courteous manner
• Convey excellent telephone, written (typing and composition), PC computer, and
• Work and problem solve in a fast paced environment
• Demonstrate detail oriented work ethic with strong organizational skills
• Display knowledge of Fender products
• Minimum of 1- to 2-years of telephone sales or customer service experience
• Strong PC computer skills with particular strength in internet communication
• Knowledge of Fender product lines is strongly preferred
• Ability to work and problem solve in a fast-paced environment with minimal supervision
• Detail oriented with well-developed organizational skills
• Answers inbound calls and addresses queries from potential candidates regarding job openings along with various other types of inquiries and requests
• Makes outbound calls in response to candidates received through other media including voicemail and email
• Responsible for ensuring completion of all relevant fields on ATS to ensure complete candidate profiles
• Ensure the timely flow of candidate information to Project Staffing Services for follow up
• Supports the Call Service Supervisor and Call Center Manager to deliver on projects in a timely manner and in accordance with any agreed service level agreements
• Additional duties as deemed appropriate or necessary by management to support business needs

Claims & Policy Services Call Center Representative Resume Examples & Samples

• Creates the customer experience that builds loyalty and persistency by presenting our customer with high-quality tangible value-added services through a focus on attitude and accommodations of Berkshire and Guardian’s disability insurance products, services, company operations and initiatives
• Supports Berkshire’s and our customer’s standards for service quality and time standards. This primarily involves providing internal and external clients with courteous, prompt and accurate information relating to Berkshire’s and Guardian’s Disability Insurance products and services
• Serves the critical role of listening to customers and identifying needs, wants and expectations
• Provides consultation, guidance and problem resolution for fellow associates and to all internal and external customers as they relate to the various Claims and Policy Services functions and services
• Upholds quality assurance of associates through regular check-pointing of work. This includes performing effective correspondence and process evaluations and providing constructive feedback to peers
• Performs additional assignments as required
• Demonstrated accountability and initiative for providing excellent customer service through demonstrated ability to listen, express empathy and concern
• Meets expectations for accuracy and quality of work
• Excellent verbal and written communication skills, both internal and external customer
• Demonstrated ability to exercise good problem solving and judgment
• Ability to become proficient with Berkshire systems (CLOAS, Tracking, Client Manger an GUI systems)
• Must exhibit a positive attitude and remain in control during stressful situations
• Demonstrated ability to organize, prioritize and manage multiple tasks within time expectations
• Demonstrated ability to remain adaptable and contribute to a work environment that seeks and recognizes continuous improvement
• Demonstrates the confidence to take ownership and responsibility to follow-through on commitments with aim to exceed customer expectations
• Willing to develop an expertise of disability products and services
• Understands impact of work on the areas of the business
• Understands how individual and unit goals support broader department and corporate goals
• Practical knowledge of the Claims and Policy Services organization

Inside Sales Call Center Representative Resume Examples & Samples

• Minimum of High School diploma or equivalent
• Minimum of 2 years of Sales Experience preferred
• Excellent Communication Skills, both oral and written
• Excellent persuasive selling and relationship skills
• Proficient knowledge of Microsoft Office
• Interacting with customers via telephone and email
• Field general inquiries and objection resolution
• Verify and confirm accuracy of customer applications
• Maintain excellent, friendly relationships
• Maintain standards set by management
• Follow verbal and written instructions
• Ability to handle several tasks simultaneously
• Effective attention to detail
• Easily adapt to change
• Basic typing skills and proficient with Microsoft Word, Excel, and Outlook
• Ability to take ownership of tasks and execute follow up procedures to gain resolution
• Identify areas of opportunity and utilize skill/knowledge to suggest improvements
• Route calls to appropriate resources
• Complete all assigned call backs
• Provide accurate, timely client work orders which result in highly satisfied customers
• Adhere to business unit specified client driven standards
• Complete data entry using multiple work request applications
• Maintain individual productivity statistics/performance metrics
• 1 year in a customer service environment, call center preferred
• Ability to function effectively in a dynamic work environment
• Excellent business writing and verbal communications
• Arrive for shift on time and in proper uniform
• Answers inbound telephone calls where transactions include restaurant reservations, hotel reservations and other requests from casino and hotel guests
• Performs outbound calls to patrons to confirm reservations and to correct email/home addresses while informing the patron of any current promotions/offer
• Provides guests with a clear picture of the Sands’ products and services; always leading the call without failing to listen to the voice of the customer
• Ensures that guest requests for reservations and other services are met and confirmed within the guidelines established by management
• Routes escalating, difficult and complex situations to shift manager
• Properly use equipment, tools or systems to complete assigned tasks and complies with company safety standards
• Develop a working knowledge of any PGCB rules, regulations and Internal Controls applicable to your position
• Complete all paperwork in accordance with PGCB and approved Sands’ standards
• Read and understand the Sands Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons
• Provide superior customer service to all internal and external customers in compliance with the Sands’ Standards of Steel customer service standards
• Adhere to and complies with both departmental and overall property policies and procedures
• Perform any other related duties as assigned
• Provides information and generates sales of group and individual tickets and vacation packages through telephone, email, and in-person contact. Manages large amounts of inbound and outbound calls in a timely mannder. Answers inquiries by clarifying desired information; researching, locating and providing information. Fulfills requests by clarifying desired information; completing transactions; and forwarding requests as required. Sells and upsells additional Kennedy Space Center Visitor Complex products by recognizing opportunities and explaining features and attractions. Maintains call center database by entering information and ticket reservations into central reservation ticketing system. Communicates with other departments to calendar special programs/events as needed. Refers business partners/clients to the appropriate Sales Managers for negotiation and contracting
• Uses proper grammar, communication, & tools to effectively and efficiently to handle customer inquiries and/or service issues. Updates job knowledge by participating in training and other educational opportunities
• Meet personal/team qualitative and quantitative sales goals and targets. Produce and/or complete Call Center and other reports as required
• Three to five years experience preferred in professional call center or communications field
• Daily management of open cases and new cases on retirement, death and claims advocacy cases which includes interaction with the employee, survivors, funeral homes, insurance companies and/or internal Administration
• Daily management of e-mailbox which includes new cases and client escalation
• Provides effective client services, ensuring the successful recovery of accounts in accordance with client and state guidelines and Mercer’s business objectives
• Documents and updates patient account information in Mercer’s data information system timely and accurately
• Run daily reports to ensure cases were directed to the RISS representatives correctly. Take ownership of any misdirected cases
• Coach, Train and mentor Participant Services Representatives on RISS product including coaching on misdirected cases
• Implement new clients into RISS product
• Field incoming calls to support main call center during high call volume periods as needed
• Assist with sensitive call outs or campaigns for Clients as needed
• 2+ years experience in healthcare benefits
• 1+ years Participant Services experience PSR II+ preferred
• 2+ years in call center environment performing collection/revenue cycle functions, preferably in a healthcare or patient care environment
• Attention to detail and quality
• Follow up and Follow through
• Identification of Trends
• Mercer’s Quality programs and initiatives
• System knowledge (Mercer specific systems) preferred
• Siebel required
• Proficient with Excel, Word, Powerpoint
• Communication – written and verbal
• Procedure documentation
• Client project management
• Influencing others
• This position answers general questions and requires basic knowledge of position
• Asks appropriate questions and serves as a resource of information when attempting to retain existing business
• Enters all information related to the call for tracking and reporting purposes
• Develops relationships with both internal and external customers
• High school diploma required and college degree preferred
• Customer service or sales experience preferred 0-2 years customer service experience preferred
• Excellent written and verbal communication skills to effectively interact with customers
• Excellent organizational and time-management skills to handle multiple tasks
• Above average problem solving skills to resolve customer service issues
• Basic computer skills and the ability to navigate through multiple systems without assistance
• Appropriate license must be obtained if necessary for position
• Core competencies include

Senior Healthcare Call Center Representative Resume Examples & Samples

• Answer in-coming calls from the Provider Inquiry Line and the Fraud Hotline
• Incoming calls can be from members and/or Providers questioning claim status, review status, appeal status and/or reporting of fraud
• Logging of all in-coming calls in a Call Tracking Documentation System
• Maintains accuracy standards of 97% or greater
• Maintains adherence standards of 95% or greater
• Ensure adherence to state and federal compliance policies, reimbursement policies and contract compliance
• Works independently and as part of a team
• Act as a resource for others
• Strong oral communication skills, listening abilities, and problem solving capabilities
• Ability to maintain a pleasant, courteous and helpful demeanor at all times
• Ability to process and route calls in a timely manner
• Ability to diffuse irate or difficult callers
• 2+ years of working experience in a Call Center or Customer Service setting
• Experience making outbound calls
• Prior working experience with an EMR / CRM System

Benefits Call Center Representative Resume Examples & Samples

• Answer associates’ questions about benefits and assist associates in resolving issues with receiving benefits
• Work with other areas of Corporate Benefits to support open enrollment, benefit plan roll-outs, dependent audits and other initiatives
• Strong communication (written, verbal, and listening) and relationship building skills
• Must be able to multitask, prioritize and problem solve effectively
• Answer, research and resolve inbound calls from members, providers, and other external customers
• Document each contact accurately per established department requirements and service standards
• Maintain a thorough and current comprehension of all aspects of delivery system, in order to provider effective and efficient responses to inbound inquires
• Ensure that organization standards pertaining to telephone quality are achieved and maintained in compliance with establishing goals for target and stretch in this critical area of performance
• Ability to communicate CMS(Medicare) Policies to callers in a clear and concise way
• We have opportunities for work-at-home, local and travel assignments

Union Call Center Representative Resume Examples & Samples

• Responsibilities include answering incoming calls from vision providers requesting status updates on their eyeglass and contact orders
• Will make changes to orders as necessary and work with other internal departments handling appeals
• Working hours 10:30 am to 7:00 pm Monday through Friday with overtime as needed
• 1+ year of experience in a Customer Service role analyzing and solving customer's problems
• Ability to create, copy, edit, send and save using Microsoft Word, Excel and Outlook
• Bilingual in English/Spanish Preferred
• Ability to rotate from the Call Center to the Front Desk as required
• Dispatches and assigns service requests
• Supports the leaders in support services and should be Customer oriented. Relates to all customers in a friendly, accommodating, and respectful manner that creates good will
• Sets high personal standards of performance and accepts responsibility and accountability of all actions
• Committed to performance improvement and positive change and adheres to department dress code and proper hygiene when reporting to work and performing job duties
• Candidate must be English/Spanish - Bilingual
• Prior experience in healthcare subrogation, property casualty insurance, workers compensation or law office work related to healthcare claims
• Medical terminology knowledge with knowledge of ICD-9/ICD-10 and CPT4 codes
• Ability to communicate with a wide array of parties including members, medical providers, attorneys and insurance carriers
• Able to work in a fast paced environment with workflows that change daily
• Organization, attention to detail, good fit with department culture
• Decision making, ability to make sound and timely decisions
• Initiative, make things happen rather than reacting to situations
• Perseverance, try alternatives when first efforts fail

Health Care Call Center Representative Resume Examples & Samples

• Accurately respond to inbound healthcare claims and/or member telephone inquiries
• Review, prepare, and process paper-based claims, industry-standard claim forms (e.g., universal claim forms), or direct member reimbursements
• Ensure customers receive the best service through accurate and timely responses using online systems
• Prior experience working within the healthcare claims field preferred
• Perform outbound fraud verification
• Complete account maintenance, address changes, lost/stolen reports, and returned mail updates
• Obtain and analyze credit bureau information; verify employment and income; ensure compliance to adverse action; open new account types; work the mail/phone queues; assist in special projects
• Decision accounts via the judgmental queues or reports
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Ability to carry out simple one- or two-step instructions. Ability to deal with standardized situations with only occasional or no variables
• Ability to provide outstanding customer service to external and internal customers; excellent written and verbal communication skills; well organized and detail oriented; computer navigation and keyboarding skills

Call Center Representative Bilinugal Resume Examples & Samples

• Handling inbound customer requests via email or telephone
• Using our internal tracking system, document and track the nature and scope of issues and the actions taken to resolve the call
• Escalate issues that cannot be resolved by first level per internal protocols
• Assisting our fraud and security agents with related issues
• One year of relevant experience in a related setting or environment is required
• Two or more years of relevant experience in a related setting or environment is preferred
• Bilingual in English and Spanish, both written and verbal skills is preferred
• ​Customer Service skills
• Typing at 45 words per minute is required
• Computer program experience and knowledge
• Typing at 60 words per minute is preferred
• Proficient in Microsoft applications such as Office Suite (Word, Excel, PowerPoint, Access, Project and Outlook)
• Experience working in a professional environment
• Corporate Real Estate experience
• Physical Work Requirements and Work Conditions
• Reps are required to sit at a desk and talk on a phone / headset while typing on a computer for the majority of the work day
• Answer incoming calls from plan participants and provide accurate answers regarding defined contribution retirement plans, defined benefit retirement plans, health and welfare benefit plans, and other human resource related services. These inquiries are handled by communicating in a clear, concise, and confident manner in order to provide an excellent customer service experience in a fast paced work environment
• Ensure that all transactions are submitted in a timely and accurate manner
• Resolve all participant inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary
• Act as a successful team member by being receptive to feedback/coaching, follow all standard operating procedures, display reliability, and have a willingness to develop and consistently improve
• 1-2 years customer service experience in a benefits outsourcing call center
• Excellent communication skills (both verbal and written), ability to delivery, ability to research, follow up and resolve sensitive issues, proficient in working with web based applications and Microsoft Office, keyboarding (greater than 40 wpm), proficiency with all proprietary/internal systems, fluency in Spanish is a plus
• HIPAA certification required upon hire
• Promote, recommend, and sell Musical products and services utilizing consultative selling techniques to maximize customer satisfaction and results
• Articulate the advantages of our company over the competition
• Communicate information during the initial call to minimize the need for future contact and escalation
• Meet/exceed all performance expectations including products sales, add-on sales, call handling metrics, and quality standards
• Practice continuous quality control in the processing of all customer orders to prevent any problems during order fulfillment
• Initiate contact with other departments as needed to resolve problems as well as communicating the appropriate information to the customer
• Stay informed of current competitive offers and products in order to position company products/services in a confident manner
• Successfully attain Level 1 Saba Certification

Healthcare Call Center Representative Resume Examples & Samples

• Provide world class customer service to customers by answering questions, resolving issues and assisting with pharmaceutical and/or medical health transactions
• Provide pharmacies, medical facilities, insurance providers and members with routine information regarding effective dates of coverage, claims history, deductible and coinsurance amounts, and general plan benefit information
• Address claims related issues, concerns and escalations from insurance providers and/or members
• Review, prepare and process pharmaceutical and medical claims, including potential grievance, appeals and coverage determination
• Quote and provide information on benefits, medical, prescription, dental and vision member deductibles, maximum out-of-pocket limits, co-pays, co-insurance details and accumulations
• Research complex issues for customers, supporting their requests, making outbound calls to provide customers with updates or to gain additional information
• At least one year of previous customer service related experience preferred
• You will receive strong preference if you have experience working with Medicare, Medicaid, Affordable Act, Commercial, Small/Large Group and/or Pharmaceutical Benefits Management
• Excellent communication skills – verbal and written
• All new associates start with an afternoon/evening shift that includes four weekdays and either Saturday or Sunday. Two days off each week may – or may not – be consecutive days

Call Center Representative Financial Services Resume Examples & Samples

• Provide world class customer service to customers by answering questions, resolving issues and assisting with financial transactions
• Process routine service requests for purchases, redemption's, transfers, new account set-ups and other maintenance items requested by the customer
• Perform special project assignments from time to time, such as research work, obtaining special authorizations, outbound calls and data entry

Call Center Representative Associate Resume Examples & Samples

• Provide excellent customer service to patients, physicians and coworkers
• High school diploma or equivalent combination of education and experience is necessary
• High enthusiasm and energy

Retention Call Center Representative Resume Examples & Samples

• Call subscribers who have scheduled stops for nonpayment and collect renewal payment
• Call subscribers to obtain updated auto pay information after a returned payment
• Inbound call back line from messages left on machines
• Take ownership of customer issues, take action to address any issues and follow up as necessary to ensure continued resolution
• Proper entries and documentation in circulation system for tracking and reporting purposes
• Drive digital engagement by confirming emails on file and offers for our digital products
• Good phone skills and professional phone presence
• Self-motivated and results driven
• 1+ year’s customer service experience
• Excellent communications skills
• Good computer navigation skills
• Critical thinking and problem solving skills
• Excellent work ethic and punctuality
• Manage all provider contact in a highly professional and sensitive manner
• Responsible for inbound and outbound calls, addressing all provider inquiries
• Communicate with providers to provide claims status, appropriate case information, and recoupment information
• Maintain detailed customer notes in a ticketing system, documenting every contact with a provider and reporting potential issues to the Team Manager
• Provide first and/or second level problem resolution to customers, performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment
• Assist customers through telephone calls and email
• Assist customers with program questions, process support, web portal assistance, case status and follow up
• Escalate trouble tickets as needed. Properly note, categorize and log tickets. Support ad hoc requests as needed
• Possess problem-solving skills and patience to instruct callers on the steps to take to resolve issues
• Ability to work both independently and within a team environment
• Ability to work in a fast-pace environment and adapt quickly to changes in processes and procedures
• HS degree; AA degree preferred
• Health Insurance
• Healthcare Providers

Call Center Representative Intermediate Resume Examples & Samples

• High School Diploma or an equivalent combination of education and experience
• 2-3 Experience in Outpatient Ambulatory setting and/or Secretarial experience, Word, Excel, MiChart and Aspect Phone system
• Experience working within a large, complex health care setting, and scheduling patient appointments
• Ability to work in an environment with multiple staff
• Demonstrates excellent interpersonal skills
• Must be an active team player with the ability to work independently; possess strong organization and prioritization skills; ability to handle multiple responsibilities in a fast paced environment, and demonstrated problem solving skills
• Familiarity with UMHS electronic medical record systems is preferred
• Background Screening
• Answer incoming calls from plan participants and provide accurate answers regarding defined contribution retirement plans, defined benefit retirement plans, health and welfare benefit plans or other human resource related services. These inquiries are handled by communicating in a clear, concise and confident manner in order to provide an excellent customer services experience in a fast-paced work environment
• Act as a successful team member by being receptive to feedback/coaching, follow all standard operating procedures, display reliability and have a willingness to develop and consistently improve
• 1-2 years customer service
• Excellent communication skills (both verbal and written), ability to research, follow up and resolve sensitive issues, proficient in working with web based applications and Microsoft Office, keyboarding (greater than 40 wpm), fluency in Spanish a plus
• Customer service, sales and/or influencing others
• Multitasking and time management skills
• Wellness program with discounts & rewards
• The standard benefits (medical, dental, vision, 401k)
• Bachelor’s degree or one year of work experience in a customer service environment
• Stellar communication and customer service skills
• Experience in a fast paced and changing environment
• Basic computer know-how
• Ability to read, speak and write Spanish
• Processes member transactions and provides product and service information over the phone
• Contributes to departmental goals by handling appropriate call volumes
• Completes work with accuracy and efficiency
• Achieves acceptable call observation results
• Uses consultative approach in order to meet member's needs. Identifies and corrects member account issues
• Provides suggestions for improving department and credit union operations
• Assists the department by completing projects and reports related to the department. Provides back-up for the Back Offices Operations staff as necessary
• Inputs basic loan information into system for processing
• Promotes safety at all times and complies with safety/ergonomic standards as outlined in relevant company published manuals
• Exceptional communication, organization, time management skills, and knowledge retention
• Great interpersonal skills and phone etiquette
• Ability to multi-task and keen attention to detail
• Basic computer skills in MS Word and Outlook
• Answers complex calls, performs research, processes more complex customer requests, documents as appropriate, and responds both verbally and through writing. May also make outbound calls
• This position may offer and explain other lines of business to existing customers and transfers to appropriate individual as necessary
• Customer service or sales experience preferred 2-3 years of customer service or sales experience required or relevant experience

Facility Call Center Representative Resume Examples & Samples

• Attracts potential customers by answering product and service questions
• Reviews solution options and/or temporary solution
• Communicates progress of problems to relevant parties
• Supports in determination of problem priority and service levels
• Supports the implementation of corrective actions
• Coordinates and facilitates problem resolution by engaging a variety of support teams
• Escalates issues for resolution, to avoid reoccurrence or close problem
• Assists with the identification of the resources to which the problem should be escalated
• Education: High School Graduate (or GED)
• Experience: Must have excellent phone etiquette and demonstrate proficiency in operating modern communications systems/equipment and office equipment; ability to understand, recall and memorize written and verbal instructions; skill in promoting positive interpersonal relationships. Knowledge of Medical Terminology, Health Insurance and Radiological Procedures helpful
• Employee completes initial and ongoing training and competencies as defined by service line, facility and department/unit which are specific to the needs of the patient population served (if applicable)
• Providing assistance with website navigation and placing CVS.com and Photo web orders
• Following-up with local CVS stores to ensure script is ready as promised when necessary
• Specialty programs such as surveys, promotional sales, and store follow up calls
• Efficiently accessing multiple electronic systems and LAN/PC to provide complete response
• You will need to have a flexible schedule to accommodate business needs including evenings, weekends and holidays
• Applying basic office principles
• Providing basic customer service
• Following instructions and guidelines
• Entering data
• PC skills; Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applicable applications
• Communicating with co-workers to provide and receive direction

Service Call Center Representative Resume Examples & Samples

• Contacting and communicating with customers to identify automotive needs
• Make a high volume amount of outbound calls
• Set sales appointments for customers and pair with sales advisor
• Respond to internet inquiries from customers by email with vehicle information
• Great customer service skills & motivation to be successful
• Be able to create and maintain customer relationships
• Strong computer & phone skills (ADP, Outlook, Excel)
• Prior sales, receptionist, call center, or BDC experience preferred
• Appointment setting experience a plus
• Respond to high volume inbound telephone inquiries from potential patients of the dental practices we support
• Schedule and confirm new patient appointments
• Compassionately handle questions/concerns as helping comsumers is our #1 goal
• Use trained sales tactics to reach company goals of appointments set
• High School Diploma required; Associates or Bachelors preferred
• Retail, sales, food service, marketing, or customer service experience preferred
• Strong keyboarding skills
• Outstanding verbal communication and customer service skills
• Bilingual in Spanish and English a plus
• Passion for helping others
• Drive to succeed and desire to grow within an organization

Member Services Call Center Representative Resume Examples & Samples

• Handles inbound calls, which are widely varied in content, require troubleshooting and occasionally may deviate from standard screens, scripts, and procedures
• May receive and respond to customer service inquires via mail, fax, or email
• Partners with internal teams to reach resolution on more difficult inquiries
• Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills
• Provide routine and more complex administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages
• Coordinate calendar and schedules including: coordinate calendars for several managers or coordinates events for department
• Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material
• Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process
• Perform transcription of dictated physician notes
• Assist with training and orienting staff as needed
• Provide cross coverage as needed
• Assist with special projects as directed
• Follow HIPAA guidelines for the management of patient privacy and confidentiality
• Acts as a resource to other staff members across Endoscopy unit as well as other departments when necessary
• Utilize the scheduling system including creating the monthly Endoscopy schedule, tracking away dates, adjusting provider’s scheduling blocks, tracking and releasing make up Endoscopy sessions and moonlighting sessions
• Receives and greets all visitors and staff with positive interpersonal skills, being polite friendly and courteous at all times
• Prepares, organizes and maintains the monthly Endoscopy Critical Reporting data. Maintains accurate filing system to retrieve information when needed
• Prepares, organizes and maintains the Endoscopy ACLS/IVCS certification status. Provides providers information on signing up for courses to maintain their certifications. Maintains accurate filing system to retrieve information when needed
• Prepares, organizes and maintains the Endoscopy ERCP weekend call schedule
• Assists the Endoscopy Billing Systems Coordinator in posting and charging revenue weekly
• Prepares, organizes and maintains the scorecard for the Medical Director
• Supports the Endoscopy Medical Director in sending out Epic letters, distributing mail, preparing expense reimbursement and check requests, transcribing dictations, prep for the weekly clinic sessions, schedules travel arrangements and prepares travel itineraries
• Prepares, organizes and maintains the Harvard CV for the Medical Director
• Prepares, organizes and maintains the Advanced Fellowship program for Endoscopy. Coordinates the complex itinerary for each interviewing fellow in conjunction with the advanced endoscopists’ schedules. Is the point person for all questions from applicants regarding the Advanced Fellowship program
• Supports the Endoscopy Administrative Director in preparing expense reimbursement and check requests, coordinating meetings, scheduling conference rooms, maintaining email distribution lists, emergency contact listings and other administrative responsibilities as directed
• Receives and directs all incoming calls in a polite manner, identifying the Endoscopy Center and stating name. Triage calls to the appropriate individual/area being courteous and professional. Takes messages utilizing appropriate forms in a legible and accurate manner
• Maintains a positive and professional working relationship with all ambulatory personnel. As a team player is cognizant of the fact that dependability and reliability are important components to ensure efficient operations of the practice. Understand that commendable attendance and punctuality are important aspects in measuring commitment and dedication to teamwork and the practice
• Accepts any assignment in accordance with departmental needs by performing work duties at our main hospital location. This may also include varied hours for start/end of work day when advanced notification is provided. Is willing to assist others when necessary or when assistance is apparent and acknowledges that all duties are shared in order to promote efficiency in the overall operations of the practice. Performs other tasks as directed
• Ensures compliance with all hospital policies including patient confidentiality and attendance/punctuality. Maintains department service standards, with particular attention to personal/behavioral, staff teamwork and patient-staff interaction guidelines
• Identifies and articulates to all leadership, management and physician teams any potential barriers (both clinical and non-clinical) to safe, efficient and proper patient care
• Minimum of a high school diploma or GED
• Minimum two years applicable work experience required
• Some additional training in office systems or other post high school education preferred
• Knowledge of practice operations and standards
• Understanding of procedures including filing, copying, scanning, printing, and faxing
• Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information
• Verbal skills: Ability to interpret information as appropriate, answer more complex questions in the most professional manner and communicate in a professional, courteous, clear and concise manner
• Organization Skills: Ability to manage work processes in a neat and orderly way and to sort and alphabetize. Ability to manage multiple tasks effectively, follow established protocols, and work within systems
• Writing Skills: Ability to correspond and communicate with others clearly and effectively in writing (via e-mail, memo or interoffice note) and to take complete and accurate messages. May respond directly on behalf of manager/provider without direction or instruction
• System Skills: Ability to type and enter data effectively and at a more advanced level
• Intermediate level computer skills including the ability to use word processing, spreadsheet, database and presentation applications
• Intermediate understanding and use of medical terminology
• Intermediate comprehension of billing and fiscal information
• Knowledgeable and compliant with all hospital, State and Federal requirements (where applicable to job performance), including policy and procedures with The Joint Commission and HIPAA
• Must have the ability to function effectively in a fast-paced and challenging environment with a large group of physicians involved in academic work and patient care
• Must have a positive outlook and demonstrate sound judgment
• Must respect strict confidentiality of patients and medical information and records
• Must be able to respond to the needs and provide assistance to others when called upon
• Initiate calls to customers with information requiring product information, prices on quotes, expediting responses, order delays, order status, etc
• Edits/processes orders following a programmed format on CRT. Verifies correctness of quantity, order multiples, etc
• Maintains and updates various departmental reports which support the finalization of those orders requiring special handling
• Applies acceptance dates to all incoming orders which is vital in the measurement of customer service levels
• Enters and dispatches Service and Technical Support calls
• Requires one year of sales experience, requiring prior inbound customer service experience within the last three years
• Ability to read and write in order to proof and perform editing (e.g. quantities, kind sizes, and printing instructions) at level normally acquired through a high school education
• Ability to perform non-complex arithmetic calculations (addition, subtraction, multiplication, division, percents) to verify calculation on prices of product per unit, normally achieved through a high school education
• Interpersonal skills requiring ordinary courtesy and tact
• Ability to concentrate and pay close attention to detail
• Strong PC skills

Senior Call Center Representative Resume Examples & Samples

• Handles both inbound and outbound calls, which are widely varied in content and frequently requires deviation from standard screens, scripts, and procedures
• Handles customer service inquiries and problems via the telephone
• May answer inquiries, resolve problems, and promote products/services
• May monitor systems to detect possible fraudulent behavior related to credit card usage and contact card holders to investigate possible fraud
• Researches problem areas and documents processes used to correct issues
• Customer service is the primary function, but may include minimal selling or promotion of products or services
• Also may require additional knowledge including but not limited to, association guidelines, changes and procedures
• MUST HAVE: Conflict management skills and the ability to deliver difficult messages verbally
• Excellent verbal communications skills including listening, probing and negotiating with customers
• The ability to deal with difficult customer scenarios in a manner that creates a positive customer experience
• Assist customers in navigating complex site and policy issues
• Efficient and accurate resolution of issues and questions regarding customers’ accounts. Reliably follow-up with customers on issues. Be empathetic to customer concerns and display a sincere desire to serve
• Ability to understand and navigate company systems within multiple screens in a fast paced environment while seated for extended periods of time
• Ability to work independently while making sound business decisions with a well-developed sense of urgency and follow through from call handle time to after call follow up
• Must be able to work under time constraints with fluctuating work volumes and scheduling requirements to meet the needs of the business, while also meeting/exceeding customer expectations
• Time management and adherence to schedules
• Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues. Performs PIN resets, Online Banking and e-Statement set up and check order requests. Responds to Web Support, Travel Note and Online Banking inquiries. Compiles information from customer and files EFT complaints for reports of unauthorized electronic activity on accounts. Follows through with all customer issues and provides ongoing assistance as needed. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationships. Supports and participates in bank initiatives and sales campaigns. 45%
• Researches and resolves customer issues; manages difficult situations. Follows up on all resolutions to ensure customer satisfaction. Identifies and escalates difficult customer situations to the appropriate party. Prepares customer correspondence as needed. 25%
• Processes all applicable customer account documentation to ensure compliance with Bank policy. 10%
• Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures. Continually advances level of knowledge to ensure the development of a full service Call Center, which may include account opening, loan applications, loan payments and various other customer service requests. 10%
• Assists branch staff and customers in resolving issues with ATM/Debit card and Online Banking usage to ensure customer satisfaction. Responds to questions from branch staff and customers and may assist in training to enhance process understanding. 10%
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties
• Minimum 3 years’ banking experience
• Bilingual in Spanish/English
• Proficient with MS Office products (Word & Excel) and the Internet
• Excellent telephone and active listening skills
• Ability to elicit customer needs with speed and composure
• Ability to handle difficult situations and customers
• Courteous, positive attitude

Technical Support Call Center Representative Resume Examples & Samples

• High school diploma or GED required; Some college preferred
• Ability to understand and apply knowledge of policies, process, procedures, confidentiality, business ethics, transaction flow, transaction scripts and documentation requirements
• Ability to download products / applications using various browsers (MS Internet Explorer, Mozilla Firefox, Google Chrome, Safari, etc.)
• Familiarity with operating systems including Windows OS versions, Mac OS versions, Linux, etc
• Ability to research, navigate and locate answers from webpages and resources independently
• Ability to install / uninstall applications in Windows / MAC
• Ability to type using proper grammar at a rate of at least 25 word per minute
• Ability to communicate through written and verbal communication
• Experience with desktop and/or online software and/or tax software troubleshooting
• High School education with some college preferred
• 2 years of recent experience in a customer service or call center environment
• Professional verbal and written communication skills, preferably bi-lingual
• Knowledge of Windows software such as Word, Excel, Lotus notes, Powerpoint & Social Media
• Ability to multitask in a fast moving, changeable environment taking blended inbound/outbound calls while navigating multiple systems
• Bilingual, particularly Spanish speaking/writing would be an asset
• Must be available to work flexible hours including day, evening, weekends, and rotating shifts
• Excellent attendance and must be on time for all scheduled shifts
• Confer with customers by telephone by email to provide information about products or services in the banking industry
• Confirm customer information while maintaining confidentiality
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Determine charges for services requested
• Resolve customers' service complaints
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes with in the banking industry
• 3-5 years of Customer Service Experience
• 1-2 years of Banking Customer Service will be considered an advantage
• Advanced Verbal and Written Communication Skills
• Answers 200+ incoming calls and responds to e-mail inquiries. ***Must have high-volume call center experience
• Establishes a rapport and maintains a professional relationship between the company and its customers
• Ensures allocation process is administered and communicates availability timing with customers when supply is constrained
• Handles all customer service related activities for assigned customers
• Must have 3 -5 years or more of Call Center Representative experience
• Must be proficient with Microsoft Outlook and Word
• Calls will include answering questions requiring a basic amount of mechanical aptitude. Applicants with 3 – 5 years or more of Call Center Representative experience along with basic mechanical abilities are preferred
• Communicate clearly and concisely in both written and oral formats
• Demonstrate professionalism and patience in troubleshooting with technical issues as well as non-technical
• Utilize Oracle Service Cloud (OSC) to document all customer interactions
• Demonstrate strong problem solving skills and the ability to ask appropriate investigative questions
• Ability to accurately describe technical issues to be forwarded to a supervisor for review
• Provide complete and accurate information
• Proactively identify additional questions and responses based on experience
• Effectively work as part of a cohesive team and as an individual contributor
• Achieve individual performance metrics and goals including, but not limited to, attendance, schedule compliance, adherence to working shift, use of OSC, quality, email rate per hour (RPH), average handling time (AHT), and meeting deadlines

Outbound Call Center Representative Resume Examples & Samples

• High volume outbound calling to clients
• Refer unresolved customer issues to designated call center department or supervisor for further investigation
• Must be available to work evenings and Saturdays
• 80 % of time spent on the phone making 80 to 100 calls a day
• Must meet projection and quality goal
• Make outbound calls to insurance agents and insurance companies
• Make outbound calls to obtain missing policy information
• May disperse funds from homeowners escrow accounts
• Demonstrated ability to work successfully in an environment focused on production and quality
• Banking, finance, mortgage lending experience a plus
• Excellent customer service attitude and skills
• Must be able to multi-task in a fast-paced environment
• Occasional O.T. as needed
• HS diploma or GED preferred
• Bi-lingual (Spanish) preferred
• Obtain information from Consumers in order to determine current financial situation and determine solutions
• Provide solutions to Consumers to enable them to resolve their obligation administratively or voluntarily
• Gather proper documentation from Consumers and maintain appropriate follow-up
• Meet daily, weekly and monthly goals as set by management at client
• Daily Productivity – all Debt Counselors will make between 125-200 phone calls per day and work in a call center environment
• Monthly Recoveries – must achieve client’s monthly targeted performance objectives for collections
• Route Maintenance – proper management & updating of system to maximize contacts
• Skip-Tracing – to assist in locating & contacting borrowers
• Adherence to Clients Professional Practices Management System (PPMS), Code of Conduct, and Compliance Program
• The ability to work 8 hour shifts consisting of three (3) days 8 AM - 5 PM or 9 AM - 6 PM and two (2) evenings 12 PM - 9 PM or 1 PM -10 PM
• Willingness to work one (1) Saturday morning per month preferred
• Work experience in Collections, Sales, Telemarketing, Medical Billing, Call Center, Customer Service, Banking, Reception, Criminal Justice, Office Support, Wait Staff, Accounting, Finance, Teaching, Retail or Retail Management
• Six months or more of direct phone or in person customer interaction experience
• The computer skills to document calls and navigate software packages and databases while on the phone
• Intermediate computer skills in one (1) or more of the following: Microsoft Excel, Internet searches and/or Social Media
• Ability to act independently to resolve problems
• Motivation to learn
• Ability to work in a positive, collaborative manner with coworkers
• Ability and history of maintaining confidentiality and high level of trustworthiness
• Ability to obtain and maintain Government Security Clearance (Please be advised that upon hire, you may need to go through a State and/or Federal Clearance process. Our Organizational Development team will be available to assist you as you move forward with this process.)
• Legally eligible to work in the United States
• No conflicts of interest with our Clients
• Occasionally lift and/or move up to 25 pounds
• Ability to sit or remain sedentary for your entire work shift (8, 9 or 10 hour shift)
• Ability to talk and listen on a phone for your entire work shift (8, 9 or 10 hour shift
• Ability to type on a computer for your entire work shift (8, 9 or 10 shift)
• Preference will be given to multi lingual candidates; Spanish, Mandarin, Cantonese, Russian and those candidates with prior customer service experience
• Knowledge of arithmetic is required
• There are comprehensive benefits with this position available after 90 days of successful employment
• Receive inbound calls,
• Document contact in database
• Resolve issues following SOP’s
• Escalate to Specialist or Tier 2
• Follow-up on open tickets to drive timely closure
• At least 1 year customer service experience, preferably in a call center environment
• Customer service over telephone, general office machine skills, excellent listening, oral communication, written communication
• Windows based software including Microsoft Office products
• Office telephone skills with ACD a plus
• Receives and processes loss assignments according to client instructions
• Resolves issues in the assignment dispatch process
• Conducts emergency call outs to contractors via three way calls with homeowners
• Process emergency and/or catastrophic event assignments when they occur
• Designs and conducts training programs for new team members as well as for ongoing training due to system enhancements and new workflows and creates presentations
• Identify complex assignment errors and research appropriately
• Conduct customer satisfaction surveys and reports on progress of completions
• Acts as subject-matter expert on Contractor Connection workflows regarding the proper identification and assignment of contractors and on assignment management tools
• Research and process assignments in relation to contractor coverage area
• Monitors call center activity to ensure proper assignment processing and customer service is being provided
• Monitors system stability and phone functionality to ensure assignments are being received and in notifying appropriate parties
• Attains required call statistic performance according to center standards
• Exceeds set quality standards ensuring assignments are properly made and documented
• Achieves and maintains thorough understanding of all client and department instructions and updates
• Maintains a strong working knowledge of all software applications/programs used to accomplish required department tasks
• Maintain a thorough knowledge of all customer service support functions
• Upholds and projects the public image of the Company
• Achieves and maintains proficiency with all client and department instructions and updates
• Maintains set quality standards ensuring assignments are properly made and documented
• Identify assignment errors and research appropriately
• Provides excellent customer service to all internal team members and external customers
• Processes emergency and/or catastrophic event assignments when they occur
• Maintains a working knowledge of all software applications/programs used to accomplish required department tasks
• Conduct customer satisfaction surveys
• Participates in special projects or perform duties in other areas as requested
• Upholds the Crawford Code of Business Conduct and Ethics at all times
• Creates claim files by entering initial loss report information into the TelePlus system
• Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude and a pro-active customer service approach
• Capable of creating approximately 25 new claim reports in an 8 hour day, remaining in queue at least 98% of the day while ensuring “special handling” procedures are applied
• Based on loss details, identifies complex damages and escalates claim
• Responds to routine inquiries, directs other inquiries to appropriate parties
• Operates a variety of office equipment such as ACD phones, printers, personal computers, fax machines and copiers. Reports system problems to the appropriate person when there is a problem
• Keeps abreast of internal and external changes and developments
• Assists in the training of new employees
• Assists supervisor with various duties
• Recommends new and/or improved procedures to improve efficiencies
• Maintains a favorable and positive working relationship with internal and external sources
• Keeps manager informed verbally and in writing of activities and problems withing assigned area of responsibility; refers matters beyond limits of authority to manager
• Participates in special projects and performs other duties as requested
• Requires two to four years’ experience
• High School Diploma or GED equivalent is required
• 2-3 years of customer service experience, preferred
• Friendly and outgoing personality
• Organization skills
• Answer calls from incoming customers and dispense call information to the appropriate Branch or Service Contractor
• Utilize current system to properly log and page service calls
• Understand 3rd Party Companies being utilized by our key accounts in order to oversee proper procedures are being followed regarding service calls
• Accredited High School diploma or GED
• 2 years in customer support and service experience required
• Proficient with Microsoft Office Products to include Outlook, Word, and Excel
• Flexible scheduling, work any combination of 1st, 2nd and 3rd shifts including weekend shifts and holidays
• Recognize changing customer needs and determine process/procedure updates and/or requirements
• Work with IT regarding customer needs when appropriate
• Ability to develop positive working relationships with others at all levels and demonstrate respect to people at all levels
• Field experience a plus
• Assists other departments in providing timely and accurate communication and retention of client information
• Effectively handles difficult client inquiries in a courteous and professional manner
• High School Diploma preferred
• 1-3 years of customer service experience required
• 1-3 years of experience in clinical laboratory preferred
• Must have excellent written and verbal communication
• Customer service abilities including effective listening skill
• Ability to work effectively in a fast paced environment

Call Center Representative Inbound Intermediate Resume Examples & Samples

• Communicate with nursing, dietitians, and food service staff in regards to the patient's room service experience
• Visit patients who may not be able to communicate via telephone as well as those whose diet order requires additional assistance. Obtain patient's meal selections for their prescribed diet order. Use a portable wireless computing device to enter selections into CBORD
• Utilize CBORD and MiChart computer systems to verify diet order and allergy information
• Answers telephone inquiries from food service workers regarding patient diet and allergy information/requests
• Performs basic patient food and drug education
• Receives complex questions and problems from peers and troubleshoot issues as they arise
• Process and order all meal orders for patient in outpatient areas
• Required Qualifications*

Sales & Service Call Center Representative Resume Examples & Samples

• Outstanding customer service measured through Customer Feedback
• Effective resolution of “Reason for Call” on the first interaction
• Talk with customers by phone to provide account balance information
• Handle return authorizations, changes, additions, and deletions
• Adjust complaints concerning billing or service rendered
• Provide outstanding support and service to internal and external customers
• Flexibility in shift times
• Managing all escalations from dental professional offices
• Oversee a small team of Customer Service Reps. during the evening shift
• Bachelor's Degree from four-year college or university
• 2 to 3 years of customer service experience
• The ability to solve practical problems
• The ability to type 60-80 WPM
• Previous experience as a team lead and/or supervisor
• The ability to work 11:30am-8:00pm Monday-Friday
• Provide information, service and support to referring physicians, consumers, UMHS staff and faculty, and other healthcare professionals via multimedia communication channels
• Coordinate patient and physician appointments and referrals
• Maintain appropriate knowledge/content resources by timely entry of new or updated information
• Utilize superior telephone technique, customer service etiquette, customer recovery and e-mail/web communication skills to meet the individual needs of UMHS customers
• Cover 2 or more service areas in the call center
• COMMUNICATION / TELEPHONE SKILLS: Adhere to established telephone management principles. Able to efficiently navigate MiChart to obtain information needed. Demonstrates good customer service and telephone skills. Understands Aspect phone functions, monitors queue status; applies call centering techniques in day to day workflow. Asks leading questions to remain in control of the conversation; verifies patient demographics, PCP and referring physician. Has continuous awareness of phone stats; utilizes real time data to make adjustments during the day to reach goals
• APPOINTMENT SCHEDULING: Able to accurately and efficiently schedule patients utilizing MiChart. Able to identify the best available appointment type to meet the patient and clinic/provider needs and requirements. Able to ask and document the correct questions to assure accurate billing information is obtained and required referrals/authorizations are met. Shares outstanding balance information to the patient and/or guarantor. Able to efficiently navigate MiChart to obtain information needed
• INFORMATION MANAGEMENT: Utilizes In Basket process accurately and appropriately documents patient requests including urgent medical problems, prescriptions and other medical needs, and referrals. Routes patients to appropriate resources. Able to identify "red call" and "yellow card" situations and respond appropriately
• PRE-ARRIVAL/ARRIVAL: Verifies insurance eligibility, ensures referral and other authorization requirements are met. Understands managed care principles. Is able to identify and initiate resolution for issues (patient balances, questions, etc.) Obtains appropriate signatures and any needed information (forms, waivers)
• High school education or equivalent and 2 - 4 years of experience is necessary
• At least 12 months UMHS customer contact experience
• Demonstrated call quality and customer service delivery excellence
• Fully knowledgeable about UMHS organization, physicians and services
• Basic understanding of managed care and indemnity payer referral and authorization requirements
• Intermediate competency with desktop software including accurate typing speed of 50 wpm
• Demonstrated competency with call center’s call processing, scheduling, and information retrieval systems and applications
• Facility with e-mail systems including creating personal folders, utilizing templates, accessing proxy lists, e-mail communication protocol and grammatically correct writing
• Basic medical terminology competency is necessary
• Demonstrated friendly, warm, articulate telephone manner with a clear, well-modulated speaking voice
• Strong interpersonal and communication skills are necessary
• Ability to manage stress effectively
• Demonstrated competency to cross cover in two or more service areas
• Providing assistance Warm Calling and Cold Calling in recovery and retention of client accounts
• Meeting and greeting patrons
• Professional reception skills
• Ordering supplies
• Performs Sales/Customer Service duties and support
• Familiar with office equipment
• Communicates effectively to ensure compliance with cross-team, peer to peer & Branch responsibilities
• Providing assistance and direction to company website
• Experience in office function support and data entry
• Experience with Microsoft Office - Word, Excel, Outlook preferred
• Experience in Sales preferred
• Experience in the Service industry a plus
• Knowledge of basic office support functions
• Knowledge of best practices, policies and procedures preferred
• Awareness of contract terms/language preferred
• Strong analytical and problem solving abilities
• Answer inbound calls from marketing leads and set appointments for free hearing evaluations
• Place outbound calls to our existing customers, ensuring their satisfaction with their hearing aids and our service
• Update computerized systems with information, and make contact with others in the company via telephone and email to resolve customer issues in a timely and professional manner
• Must have demonstrated ability to provide extraordinary customer service in a fast paced environment
• Applicants should be outgoing and driven to set appointments and achieve incentive based goals
• Enjoy speaking with customers and resolving their issues quickly and accurately with no complaints or issues. Patience and understanding is a must
• Have a strong attention to detail
• Be competent in using computer applications including Microsoft Excel
• You must have a ‘can do’ attitude. This position requires you to be on the telephone your entire shift
• Provides primary dispatching and administrative duties related to scheduling requests for service to field service technicians
• Create, dispatch and process work orders to field personnel while ensuring that all appropriate documentation and data entry is complete in a timely and efficient manner
• Interpret and follow up on technician reports
• Develop strong relationships with technicians and business partners
• Source and on board new potential technicians
• Provide candid feedback and coaching to technician workforce
• Identify growth opportunities. Some negotiations may be required
• Act as an account owner and business partner to the Field Service Technicians
• High School Diploma, post-secondary education is preferred
• 1-2 years working in a team environment; experience in a service dispatch operation a plus
• Self-motivated and a strong desire to own and resolve issues
• Excellent communication and customer service skills
• Computer knowledge including experience using the internet, word, excel, and outlook
• Ability to build relationships with customers, technicians, and business partners
• Ability to analyze and problem solve
• Schedules all appointments and/or procedures following established scheduling guidelines
• Uses multiple systems to fulfill patient requests
• Uses UCB/ACD phone systems for scheduling/updating pertinent patient information
• Verifies and updates patient information (address, telephone number, insurance,etc.) according to standard work documentation
• Documents patient information in the electronic health record (EPIC) following standard work guidelines
• Registers new patients according to standard work documentation
• Advises patients of their responsibilities regarding insurance and referral information
• Actively works Epic patient work queues and scheduling reports assigned to department
• Processes failed appointments according to standard work documentation
• Has knowledge of all satellites and their locations to aid in directing patients
• Keeps work area neat and clean
• Attends meetings as required
• One-year work experience preferred, preferably in a medical office setting
• UCB/ACD Desktop phone system experience preferred
• Word processing, computer, photocopy and fax machine experience
• A basic knowledge of medical terminology strongly preferred
• Exhibits a voice tone that leaves the impression with the patient of confidence, knowledge and professionalism
• Staff committed to continuous personal performance improvement in addition to looking for opportunities to make processes work better for the patient
• Written communications skills are professional with proper spelling, grammar, and punctuation Effective listening skills
• Proficient in Microsoft Office Suite ( Word, Outlook etc.)
• Able to speak succinctly and articulately with a moderate pace and volume with no usage of slang or jargon
• All calls answered with a positive and greeting at answer, request for information as well as transferring all calls
• Able to handle stressful situations in calm and professional manner
• Able to adapt to short-notice changes in procedures/processes/policies
• Ability to use and navigate current computer programs
• Provide expertise in the completion of complex Call Center functions including detailed scheduling assistance associated with new patients and/or scheduling patients across multiple locations, departments and specialties
• Monitor or handle Hot Phone calls
• Schedule patient appointments and procedures in a timely and accurate manner
• Initiate, route and follow-up on communications with clinicians regarding patient concerns using MiChart InBasket
• Monitor Fax-Server
• Monitor and manage Referral Work Queue
• High School diploma or equivalent and a minimum of 2 years of experience
• Must be an active team player with the ability to work independently
• Must demonstrate the ability to multi-task in a fast paced environment
• Putting together memo's
• Filing and faxing documents
• Ability to use a desktop computer to accurately key information, retrieve information and memo accounts
• Basic computer knowledge and data entry
• At least 1 year of previous office experience
• Previous data entry experience a plus
• Applicant must be VERY detail oriented
• Must have computer knowledge

Temp / Call Center Representative Resume Examples & Samples

• To answer incoming calls in a manner consistent with department protocol
• To be available for support calls at the expected times unless previously arranged with management
• To provide assistance to Emdeon customers while maintaining a courteous manner and helpful attitude
• To provide the most current and correct information to customers
• To organize personal resources for easy access and future reference
• To complete any assigned tasks in a thorough and detail-oriented manner
• To escalate customer-level issues in a manner consistent with department protocol
• Additional responsibilities may be assigned
• Proficient with the Microsoft Office Suite
• Ability to function independently as well as in a group
• Ability to navigate through multiple computer applications simultaneously
• Ability to comprehend complex concepts
• Ability to communicate empathy and understanding through both tone and manner
• Ability to adhere to a schedule
• Bilingual (Spanish) language abilities preferred

Temporary Call Center Representative Resume Examples & Samples

• Answer inbound calls/emails regarding product and research/resolve inquiries
• Keep detailed records of customer interactions and transactions
• Partner with team leads and supervisors to resolve issues in a timely manner and meet our high customer service standards
• Provide excellent customer service in all facets of the job
• Interact with customers via phone and/or email to obtain necessary information to provide appropriate contact for pricing and communicate general information regarding our scrap acceptance policies
• Interact with customers via phone and/or email to address inquiries and requests for information related to the sale of scrap to our facility
• Respond to customer requests regarding Schnitzer Yard information such as hours, days of operation, sales, etc
• Interact with Schnitzer Yard personnel to respond to customer inquiries to assist with the resolution of customer request, complaints or concerns
• Adhere to departmental standards of performance
• Supports the Company's Internal Control process which includes understanding, communicating, and complying with defined internal controls as well as suggesting and making modifications to the policies, procedures, and controls to better relate to the business
• Communicates upward problems in operations, noncompliance with the code of conduct, or other policy violations or illegal actions
• The ability to stand, walk and sit up to 90% of the time. Manual dexterity to reach and handle items with hands and arms. Ability to talk and hear; Peripheral and depth perception vision; Light to moderate physical activity performing non-strenuous, repetitive daily activities of a productive/technical nature
• Previous experience in a call center preferred
• Ability to speak English required
• Strong communication skills, ability to communicate with customers in a positive, helpful and friendly manner
• Dependable with good work ethic
• Basic computer and keyboarding skills
• Multiline phone experience
• Organized with attention to detail
• Ability to work with a diverse customer base
• Available to work any full or part time day shift
• Receives, processes and verifies the accuracy of orders from customers utilizing the organizations internal CRM/mainframe systems
• Initiates required actions for response to customer service requests for order changes, including the maintenance of orders/customer information files and communicates changes to the appropriate personnel/departments
• Provides quality service to both internal and external customers
• Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports
• Answer internal and external customer inquiries via phone and email
• Ensure all policies and procedures are followed
• Respond to all customers in a positive and professional manner
• Maintain and exceed the expected level of productivity and quality standards
• Accurately code information regarding information relevant to customer’s inquiry
• Work well in a fast paced and high volume environment
• All other duties assigned by a member of leadership
• Skilled in providing excellent customer service
• Excellent verbal and written communication
• Ability to analyze, interpret and address customer needs
• Ability to understand and carry out general instructions in standard situations
• Ability to navigate between multiple screens
• Strong organizational and coordinating skills
• Ability to work in a high volume, high pressure, deadline-oriented environment
• Willingness to obtain functional knowledge and understanding of company products and processes
• Demonstrated ability to work in a team environment to improve the delivery of service to internal and external customers
• CRM/mainframe systems software is a plus
• Supervise a team of Call Center Representative 1s
• Monitor Call Center Rep 1 calls and/or have direct customer contact to ensure adherence to quality control, performance, operation standards
• Perform call taking and electronic functions as needed during peak volume times and for staff coverage
• Directly handle the more complex calls and issues to ensure a prompt appropriate resolution and take corrective action as appropriate
• Provide technical assistance or training as needed to Call Center Rep 1s
• Assist in maintenance and revision of the Call Center Policy and Procedures Manual, training documents and materials that serve as instructional aides
• Identify problems or complaint trends in a particular subject area and communicate these to the appropriate division and/or section for handling
• Approve leave and track time and attendance
• Review, monitor and complete staff performance evaluations
• Determine and oversee staff assignments
• Identify training needs and arrange for provision of training
• Manage and direct program activities by setting priorities and deadlines
• Additional duties will be discussed in detail during the interview
• Provide customer support for pre order activities (pricing, availability, proposal, quoting, technical specifications, non-standards, parts identification and custom solutions)
• Facilitates and follows up any sales inquires. Prepares quotations, pro-formas and bids for sales such as state contracts, strategic accounts, National Accounts, direct customers, GSA and NAF government sales, etc
• Process customer orders (promise dates, order entry, collaboration with supply chain and operations)
• Performs credit evaluations, approves/denies credit requests on all incoming orders and lease requests up to $250K. Establish credit lines for each transaction
• Provide high quality service through efficient use of all Oracle/Siebel/Mapics/Operating Systems functionalities related to order fulfillment and relative to customer activity
• Coordinate with the transportation provider to maximize efficiency of deliveries from a cost and delivery performance perspective
• Process claims and product returns in line with policies
• Responsible for driving customer satisfaction with assigned portfolio of customers
• Drive pricing and order processing consistency within the channels
• Participate as necessary
• Associate’s Degree in Business, Marketing, Supply Chain or Finance. Bachelor’s Degree preferred
• 5-7 years of experience in a customer service, inside and/or outside sales preferably in an industrial environment
• Key Competencies
• Demonstrated ability to build strategic relationships within various levels of customer’s organization
• 90% Calling potential customers and verifying information provided on online application
• 10% Identifying customer’s objective
• Other Non‐Essential Functions & Responsibilities
• High volume phone calls
• Ability to keep busy during down‐time periods
• Excellent verbal communication phone skills
• Basic computer skills and data entry
• Previous call center/ sales experience required
• 1-2 years of customer service experience
• Experience working with computers and entering data quickly and accurately
• Ability to communicate effectively with, and relate to patients of diverse communities
• Experience in a healthcare or social services setting
• Electronic scheduling experience
• Ability to handle complaints and unpleasant customers, has a pleasant, patient and friendly attitude
• Strong detail orientation and communication/listening skills willingness to work a flexible schedule and overtime when needed
• 1+ years in a service oriented capacity
• Answer incoming calls for a high call volume environment
• Use of appropriate grammar
• Able to react effectively and calmly in a stressful situation
• Accurately enter and verify new customer information into customer database
• Researching required information using accessible resources
• Contacts correct field technician with lead information
• Routes calls to appropriate personnel
• Identifying and escalating priority issues, reporting to high-level management
• Maintains/exceeds department productivity goals and performance measures
• Completes special projects assigned by the Call Center Supervisor
• Professional verbal, written and data entry communication
• Ability to type 45 WPM or more
• Proficient in Microsoft Office, especially Outlook, and general knowledge/navigation of various computer applications
• Must pass a criminal background check and physical including a drug screen
• High School Diploma Required; Some College Strongly Preferred
• Required Pre-Employment Assessment - Within 24 hours of creating your profile, you will receive an email from sender, "QUESTIONNAIRE ALERT." Click the link in the email to begin the assessment, which will take approximately 1-1.5 hours to complete. Check your junk mail if you do not see it in your inbox

Subrogation Call Center Representative Resume Examples & Samples

• Conduct all case document review and updates while speaking with the member or attorney as needed
• Interact professionally (incoming and outgoing calls and correspondence) with attorneys, insurance adjusters, medical providers, court staff, recipients and family members and client
• Perform basic and advanced levels of document review to identify current case status and case management and ensure case progress through workflow
• Ensure all processes meet HIPAA and Government security requirements with regards to sharing/storage/PHI (Personal Health Information)
• Experience working in a call center preferred
• Experience in the insurance industry (casualty or health insurance) a plus
• Operate telephone system to answer and direct incoming telephone calls in a timely, professional and courteous manner
• Identify callers’ needs and respond by giving general, routine information; transfer the call to the appropriate area, department or individual within the Bank as deemed necessary. Provide quality service and prompt response to all callers
• Stay informed and current about service/product promotion in order to answer any inquiry resulting from the Bank’s advertisement
• Stay informed about any business emergency situation, e.g. power outage, natural disaster in order to answer the inquiry
• Ensure customer’s inquiries and/or complaints are responded to promptly and courteously. Follow the established procedure to report or escalate customer complaints to the appropriate area if necessary
• Process online banking applications and related services set up, and provide customer service support for online banking customers
• Provide customer service support for telephone banking customers and service set up
• Process mobile deposits including files validation
• Respond to email inquiries promptly and courteously
• Maintain appropriate Call Center records and logs
• Minimum two years of customer services experience. Previous banking/online banking experience preferable
• Excellent problem solving and troubleshooting skills required
• Bilingual English/ Mandarin and/or Cantonese preferred
• Ability to function in a team environment
• PC proficiency including Excel and Word
• Ability to multi-task and handle different systems
• Work schedule may include non-standard hours
• 2-5 years of experience in customer service
• Inbound customer service call center experience preferred
• Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines
• Strong written communication and verbal communication skills
• Team building Skills
• Receive incoming calls, emails, and web requests from a variety of geographically dispersed facility
• Utilize 360 to effectively organize work orders and assign it to the proper contact
• Contact the appropriate individual for urgent and emergency requests to ensure request is taken care of in a timely manner
• Assist walk ups for Workplace assistance
• Monitor telephone queue time data to maximize productivity
• Complete all daily assigned daily call backs to ensure customer satisfaction
• Provide accurate, timely client work orders which result in highly satisfied customer satisfaction
• Is timely in arrival to work and returning from breaks to ensure appropriate coverage at all times and arrange coverage when away from desk
• 360 system admin and the liaison to the 360 account manager with system issues
• Utilize 360 to create preventive maintenance schedules, procedures, assets, and incident reporting for maintenance operation
• Follow up on request surveys with a score lower than 3 within 24 hours to ensure client satisfaction and document good comments of individual assigned or team involved
• Monitor SLA violations by providing weekly reports to individuals in violation and monitor queue to assist in preventing violations on a daily basis
• Maintain and ensure all helpdesk documents are updated with the most recent information
• Provide management with reports when requested
• Liaison with the JLL Call Center with request system and client issues
• Assist JLL team with additional projects and tasks approved by direct manager that does not interfere with position responsibilities
• Participate in on/off site training opportunities when applicable and provide training to local and remote regions on 360 including other applicable programs and procedures
• Maintain individual productivity/ performance metrics
• Identify area of opportunity and utilize skill/ knowledge to suggest improvements
• College graduate or equivalent work experience
• Familiarity with the accounts payable/receivable process
• Superior customer service skills and orientation
• Collaborative style needed
• Ability to plan and manage work under time constraints, without direct supervision
• Good computer skills, proficient in MS Office
• Maintain up-to-date knowledge of a wide range of firm standard computer hardware, software, and business processes
• Continuously collaborate, cross-train and provide backup support to teammates with other areas of expertise. Provide training and mentoring to other members of the organization
• Distill Quality initiatives to deliver distinctive service support on every call
• Assist others within the CallCenter as well as supporting local distributed support technicians as needed
• At least 2 years supporting other internal or external users for business processes
• Expert problem solver. Effectively uses knowledge gained through prior experience, education, and training to resolve issues. Ability to document knowledge to share solutions with others is required
• Displays use of excellent interpersonal skills. Has the ability and previous experience at interacting with professionals both on a technical and non-technical level
• Has the ability to develop and maintain productive working relationships both internally and externally of the CallCenter
• Proven ability to learn new technologies while maintaining high levels of performance in an ambiguous, high-pressure environment
• Take inbound phone calls from policyholders or their representatives promptly and in a professional manner
• Either answer the question accurately or transfer the call to appropriate staff for completion
• Follow established protocols and procedures
• Handle claim inquiries on multiple product lines
• Explain specific coverage and claim status to claimants
• Maintain confidentiality of information
• Document all calls clearly and concisely and complete follow-up work
• Generate correspondence as needed
• May include some processing work, i.e., follow-up letters
• Help team maintain answer rate, speed of answer and other measures to department standard
• Meet individual goals for calls taken, calls tracked, quality assurance, etc
• At least one year customer service experience
• At least one year office experience
• An excellent phone voice and phone skills
• A caring, compassionate attitude, in particular with elderly population
• A positive attitude and work well in a team environment
• Organized and attentive to detail
• Reliable, punctual and a quick-study
• Able to multi-task various tasks and assignments with multiple deadlines and work in a fast-paced environment
• Ability to work scheduled hours between the range of 8:30 AM - 6:00 PM
• Associate or Bachelor's degree
• Insurance experience
• HIPAA experience
• Strong computer skills (with emphasis on Windows & Microsoft Word/Excel/Outlook) and able to learn new computer functions
• A problem-solver
• Order processing, product look-up, and returns
• Detail-oriented, ability to multi-task in a fast-paced, high volume call center environment
• Experience in Powersports, RV and/or marine industry is a plus

Call Center Representative RV Resume Examples & Samples

• Must follow all safety and quality standards at all times, including chemical handling standards and PPE (Personal Protective Equipment)
• Skills in forklift, overhead hoist, computer, and fiberglass and/or gel-coat applications preferred
• Understand and follow verbal and written directions
• Ability to read and understand blueprints
• Ability to use hand, battery, and pneumatic tools
• Ability to work with fellow coworkers in close proximity and in a team environment displaying mutual respect
• Ability to fluently speak, read, understand, and write English
• Enter essential functions for this role
• Enter preferred

Call Center Representative Seasonal Resume Examples & Samples

• Excellent phone etiquette and communication skills
• Perform all other departmental related duties as assigned or requested
• Computer literate with the ability to learn customer service and order entry software applications
• Experience in RV and/or marine industry is a plus

Driver Call Center Representative Resume Examples & Samples

• Support Account Managers in servicing Donlen’s customers through a variety of means: Daily tasks, Projects, Internal issue resolution
• Perform specific tasks on a regular basis, such as: Utilizing Donlen’s systems to create vehicle selectors, process billing changes, generate reports, insurance card distribution and driver data changes
• Participate in Client Customer calls
• Flexibility in work hours required to ensure proper coverage of call center
• Assist in training of new Driver Call Center Representatives
• Must have at least 1 year of Customer Service Experience
• Basic aptitude of the Microsoft Office applications – Word, Excel, Outlook, is required
• Desire to service customers, including understanding the nature of customer inquiries, determining next steps, and pursuing issues to successful and prompt completion
• Ability to read and comprehend instructions and effectively present information to customers and other employees
• Knowledge of hospital demographics
• Inbound Physician Referral Calls/ assist with scheduling doctor appointments
• Inbound calls for registration in hospital seminars, screenings and education classes
• Meeting performance targets for accuracy, speed, efficiency and call handling
• Maintain confidentiality of all interactions
• Contributes to team appointment goal by achieving an individual goal of a minimum of 50 physician appointments per month (for regular full time employee).The minimum employee physician appointment goal is subject to change at the sole discretion of the Company
• Position requires weekend, holiday and shift work and may require mandatory overtime
• Notifies responders on emergency signals after dispatch
• Processes basic data changes to customer accounts
• Must be able to handle signals from one location/area and TTY stations
• Knowledge of Company policies, procedures, guidelines, and practices
• Basic knowledge and understanding about VIP accounts and department
• Must be proficient with personal computer, keyboard, fax machine, copy machine and telephone
• Must meet minimum quality standards set for them (90% or better average on Q/A)
• Ability to work overtime as requested by management
• Ability to use discretion and problem analysis
• Ability and willingness to make key contributions to the growth of the business
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
• Perform heavy outbound calls (minimum 350-450 per day) to business individuals to verify contact information and qualify sponsored offers
• Provide business individuals with appropriate information and/or documentation with regards to the company's services and sponsored offers
• Call on surveys, lead verification, live events and other special projects when needed
• Minimum 1 year experience in telesales, call center, collections or telemarketing
• Experience in high volume call (inbound or outbound)
• Energetic and professional with excellent verbal skills
• Proficiency with MS Office and internet
• Able to work overtime hours during end of month or other peak periods
• Experience successfully working in high pressure environment, resilient
• Understands and has ability to be at desk entire day while taking calls and documenting results with structured breaks and lunch
• Attention to detail (ability to use multiple systems with dual monitors, ability to verify identity using date of birth or other personal info, ability to quote and explain complex benefits using resources, determine incorrect claims processing, initiate adjustment, stop pays, and/or priority processing
• Clear and effective communication, both oral and written. Must be able to read out loud to caller
• Order member supplies
• May make changes to primary care physician Performs established performance metrics, such as quality, production; average handling time (AHT) and calls per hour (CPH)
• Works with close supervision or detailed instruction Education Requirements
• Clear and effective communication, oral and written Ability to multi task PC skills (with average typing speed of 35 WPM)
• Customer Service experience and/or call center or heavy phones experience
• Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Internet banking and ATM or Debit Card issues. Performs PIN resets, Internet banking and e-statement set up and check order requests. Responds to Web Support and Secure Chat inquiries. Compiles information from customer and files EFT complaints for customers reporting unauthorized electronic activity on accounts. Follows through with all customers issues and provides ongoing assistance as needed. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationship. Supports and participates in bank initiatives and sales campaigns. 45%
• Researches and resolves customer issues; manages difficult situations. Follows up on all resolutions to ensure customer satisfaction. Identifies and escalates difficult customer situations to the appropriate party. Responds to customer inquiries regarding Bank fees and makes appropriate decisions regarding reversals. Prepares customer correspondence as needed. 25%
• Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures. Continually develops level of knowledge to ensure the development of a full service Call Center, which may include account opening, loan applications, loan payments and various other customer service requests. 10%
• Assists branch staff and customers in resolving issues with ATM/Debit card usage to ensure customer satisfaction. Responds to questions from branch staff and customers and may assist in training to enhance process understanding. 10%

Inbound Sales Call Center Representative Resume Examples & Samples

• Demonstrated success in a sales environment including consultative sales and ability to influence and close the sale
• Demonstrated ability to learn how to sell a complex product requiring specific expertise and knowledge
• Effective phone communication
• Demonstrated success in a team environment
• Computer skills including an ability to navigate screens for searching purposes and basic software applications (e.g., Outlook, Word, Excel, Lotus, Email), and typing skills
• Time management strategies
• Please be sure to add [email protected] to your primary inbox so the email does not get lost in your spam folders
• You can view your status in our process by logging in to your profile after applying at any time
• Follow up on distributed leads
• Generate store traffic and contribute to the markets success
• Handle customer inquiries both by phone and text
• Support sales force by generating sales leads
• Follow communication scripts when handing different topics
• Candidates should be able to take feedback and criticism to improve productivity and character
• Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines
• Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology
• Previous office experience
• Data entry and typing skills (including 10 key)

Call Center Representative Various Shifts Available Resume Examples & Samples

• Verifies, responds to, and dispatches on emergency signals
• Answers incoming calls
• Must keep abreast of the organization goals and positions held
• Must be able to meet minimum productivity standards set
• Must keep abreast of both company and central station policies
• Must be able to meet minimum productivity standards set that apply to a Level I operator
• Ability to work effectively with others
• Ability to adapt to changes in the work environment, delays or unexpected events; manage competing demands; change approach or method to best fit the situation
• Ability to maintain composure, keep emotions in check and avoid aggressive behavior, even in very difficult situations
• Ability to meet key performance indicators such as first call resolution, schedule adherence, and contact quality. The scope of support responsibility spans multiple Human Resource and Payroll process areas
• Take ownership of the customer issue or problem to identify and drive to a possible win-win solution
• As needed, diagnose the underlying event or issue to determine the resolution timeframe. Perform logical steps to resolve the event through utilization of tools, skills, and analyst’s expertise. Where appropriate, provide assistance to the referral resource
• Verify customer identity and maintain confidentiality and confidential information
• Use software for contact tracking, information gathering, research, documenting customer contacts, and problem resolution. Accountable for 100% of contact transaction documentation daily
• Take the frontline responsibility for problem identification and elimination. Provide recommendations to update, simplify, and enhance processes, procedures, and technologies
• Contribute to the knowledge management process in any or all of three roles: knowledge content owner, verifier, or reviewer in compliance with governance model
• Provide frontline support for anyone reporting a Firm emergency inclusive of assessment, response, and recovery. Actively perform a role in the firm’s Emergency Response Plan, taking home the assigned laptop each night in case of redeployment to another facility as part of the business continuity plan
• Actively participate in Contact Quality program to include monitoring, individual and group coaching, and peer-to-peer feedback sessions. Work from action plans for continuous improvement
• Ensure information provided to customers and internal processes followed are in compliance with standards (e.g. HIPAA, PII, ERISA, IRS)
• As requested, cross train new analysts on core systems and processes in a mentoring role
• Proven ability to multi-task, work in an ever changing environment, and stay calm under pressure
• Scheduling flexibility to include working overtime based upon client demands (e.g. seasonal periods) as well as responding to the Call Center’s role in the firm’s Emergency Response Plan
• Ability to work in a team environment with a client service focus
• Underlying infrastructure of the firms’ applications
• Addresses customer’s underlying needs by proactively seeking information from them
• 1 or more years’ experience preferred with Human Resource Line Support, Benefits Line Support or Shared Services Delivery
• Experience serving customers in a contact center via telephone and e-mail channels (chat/instant messaging delivery a plus)
• Microsoft Office Outlook and Word experience required
• Promote SEFCU products and services in accordance with Performance Excellence Sales and Service Standards (listed above)
• Provide quality Investment & Insurance referrals
• Work to achieve personal and department sales goals
• Promote general mortgage services, i.e. home equity, mortgage match
• Initiate request for refund of fees with supervisory approval
• Attend all appropriate job related external and in-house training provided by SEFCU and departmental staff meetings
• Maintain proficiency in all technical applications including: the MasterCard system, Intranet, Internet, and has in-depth knowledge of the Harland Ultra Data (FSP), and Touché Sales and Service systems
• Basic account responsibilities include but are not limited to
• High school diploma or general education degree (GED) and customer service and/or hospitality experience
• Your ability to be bonded is required
• Respond to telephone inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the ICP in accordance with established SHMG guidelines
• Utilize physician protocols to schedule appointments for ICP specialties and meet established Contact Center performance goals
• Utilize SHMG Healthcare systems, Contact Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc
• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes
• During all customer interactions, display characteristics of inquiry, empathy, courtesy, and respect
• Proactively read emails daily and keep up to date on all communications
• Demonstrate behavior consistent with SHMG mission, vision, goals, objectives, and patient care philosophy
• Participate in multidisciplinary quality and service improvement teams as appropriate
• Must be committed to providing excellent service to SHMG customers
• Demonstrate regular, consistent, and punctual attendance
• A High School diploma or an equivalent is required
• 1 to 2 years Call Center/Customer Service experience is required, preferably within a Healthcare setting
• Experience working within a hospital, clinic, or medical office scheduling environment is highly preferred
• Competencies and Qualities
• Must be able to type accurately (40 WPM) and able to wear a headset
• Must be computer/PC literate and facile in navigating among different applications/systems and websites
• Must have solid verbal communication skills and interpersonal skills - comfortable interactions with customers on phone (and via other channels); ability to listen, maintain rapport, show empathy, and use proper telephone etiquette; good grammar, articulation, and speech clarity
• Must have mastery of the English language - spoken and written (bi-lingual a plus)
• Must be flexible, a team player, and receptive to change; is able to learn quickly and retain new information
• Must be able to think critically, identify the caller’s need, and solve the problem
• Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset patients
• Must be self-directed and able to multitask
• Must adhere to work schedule; must be on time
• Must be able to work variable schedule(s) and overtime as necessary
• Two (plus) years of college course work
• Multilingual verbal and written skills
• Demonstrate leadership and assertiveness
• Performs all tasks and treats all customers (external and internal) in a manner consistent the RIC Customer Service standard
• Monitors prescription refill/test result requests coming directly to the Outpatient Services Center, and ensures completion of all requests
• Researches referring physician information, including licensure, governmental eligibility, and contact information to maintain in a centralized database
• One to three years experience in a health care field with a knowledge of health care systems
• Proficiency in keyboarding skills. Application of a variety of moderately complex PC software and office equipment (multi-line phone, metrics board, etc.)
• Demonstrated problem solving and decision-making skills
• Ability to handle heavy call volume and stressful situations when quick action is required
• Understanding of healthcare operations and the crucial role the call center plays for delivering world-class access
• Strong customer service skills and experience that work well with the RIC Customer Service Standards
• Ability to talk and type – Required
• Ability to work successfully in a fast-paced work environment – Required
• Bilingual - fluent in Spanish – A plus

Call Center Representative, RIC Call Center Resume Examples & Samples

• Assists patients with all other requests and questions, and direct patient to appropriate site/staff when applicable
• Maintains the Allied Health Database in consultation with the various sites
• Must be willing to work a flexible work schedule
• Associates Degree or Certificate in a Medical Administration Program is preferred
• Working knowledge of medical terminology and insurance
• Previous call center experience preferred
• Previous experience with Cerner Millennium preferred
• Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel
• Active listening and attention to detail
• Ability to engender trust with both customers and team members
• Strong organizational skills, including attention to detail and follow through
• Effective verbal and writing communication skills in order to interview patients/customers to obtain pertinent medical and financial information
• Capability to identify, trouble shoot and resolve escalated customer problems including follow through to ensure customer satisfaction
• High school diploma, college preferred or work experience
• Basic understanding of banking and finance
• Prior call center or customer service experience preferred
• Must be able to work independently, solve problems and make decisions with minimal supervision
• Ability to function in a closely monitored environment, including continual monitoring of customer calls and productivity levels
• Excellent sales skills required
• Requires ability to proficiently use association management software and other computerized data entry system or other relevant applications
• Must possess excellent communication skills including the ability to communicate effectively, tactfully and professionally with all members, prospects and employees
• Must possess ability to learn and execute telephone marketing/selling techniques in accordance with departmental expectations
• Ability to achieve challenging goals and objectives in a quality manner
• Must be able to perform multiple tasks simultaneously
• Experience using a predictive dialing system preferred
• Ability to work in a fast-paced work environment
• Educate existing members and/or potential members, to the benefits and value of services
• Contact new/existing members based on marketing campaigns to offer additional services
• Accurately process sales orders in Salesforce.com and/ or Association Management System. Utilize Spitfire to handle outbound phone calls
• Accurately present products, package options, and services aligned with assigned business strategy. Follow department scripting
• Meet/exceed sales objectives on all calls
• Maintain all established sales, quality and performance standards for the department
• Utilize predictive dialer to initiate outbound sales, retention and survey calls
• Navigate corporate website and other resources to provide members with pricing, promotions and service information
• Adhere to organization policies and procedures
• One year of experience in an office or health care setting
• Knowledge of Microsoft Word, Excel, and Windows
• Excellent keyboarding skills and familiarity with copiers, faxes and telephone equipment
• High School diploma or General Equivalency Degree (GED)
• Knowledge of medical terminology
• Prior employment as an operator

Wage Garnishment Call Center Representative Resume Examples & Samples

• Handling phone calls regarding garnishment related questions from our clients, client's employees, custodial parents and agencies who ensure ADP is in compliance with federal and state garnishment laws
• Processing inquiries from our operations department when documents are received advising that notifications or payments have not been received
• Up to 1 year of Directly Related Experience
• Bachelor's degree or equivalent in education and experience
• One plus years of Call Center experience with a high emphasis on client service
• Experience with payroll or payroll garnishments
• Able to work well under pressure while maintaining a professional and courteous demeanor at all times
• PC skills a must to include proficient use of various Windows based applications
• Proven ability to adapt to frequent changes and updates
• Proven ability to follow operating procedures and instructions
• Bilingual in Spanish
• Consistently provide members with exceptional customer service
• Assist internal and external customers via incoming telephone calls
• Actively listen to customers and respond appropriately
• Utilize the BCBSMA computer system to look up and record information regarding a customer’s account
• Investigate and resolve member inquiries through correspondence and computer research
• Advise customers regarding policy and benefit information for multiple health plans
• Coordinate internal activities necessary to research and resolve inquiries and provide accounts with service solutions
• Contribute to a team effort to meet or exceed service, production and quality goals
• Identify errors and implement solutions with team members and leaders
• Meet and exceed daily, weekly and monthly performance goals
• Provide a high level of service to both external and internal customers
• Creative problem solving within a team environment
• Desire to create a caring atmosphere for customers
• Flexibility and willingness to change as business needs change within the division
• Take ownership of work
• See opportunity in the unexpected
• College degree or comparable experience preferred
• 2 plus years of successful work experience in a customer focused environment, direct customer contact via phone preferred
• Prior experience assisting members and/or providers with telephone inquiries
• Basic knowledge of personal computer operations and software packages
• Experience in a Windows environment preferred
• Excellent organizational, problem solving, communication and interpersonal skills
• Complete follow-up paperwork and duties necessary to meet or exceed the caller’s expectations
• Document calls on note screen of medical management software system
• Call Code 85% of calls answered
• Complete necessary forms such as QM complaint forms, HIPAA response forms, New Member Survey, Transportation, Fraud & Abuse, Grievance, Case Management, Disenrolled member survey, PCP Assignments, and various reports
• Phone coverage is provided in compliance with CMS regulations
• Performance Measures are achieved and in compliance with established Health Choice Generations benchmarks and policies

Payroll Call Center Representative Resume Examples & Samples

• High school diploma or GED equivalent, or an equivalent combination of training and experience, including working with customer service management systems to ticket and track call volume
• Minimum of one (1) year experience working in a payroll environment or with payroll systems is required. Experience with payroll administration, call centers, and customer service management systems is preferred. Experience with PeopleSoft and Kronos preferred
• Strong communication and problem-solving skills to articulate verbal and written resolution to customers by telephone or email in a professional manner
• Flexibility and a consistent positive attitude while resolving customer inquiries and issues
• Ability to multi-task and create call incidents to track customer inquiries while simultaneously closing out call transactions
• Bilingual (Spanish) is preferred

Call Center Representative Inbound Associate Resume Examples & Samples

• Resolves routines questions and problems, and refers more complex issues to higher levels
• Enters outpatient billing information into computer software system
• Perform general office tasks such as preparing copies and printing reports
• Delivers menus and other food service related items to inpatient nursing units
• 0-2 years telephone-based customer service experience
• Must exhibit a professional and positive image when interacting with patients, departmental staff members and allied health professionals
• Willingness to be a team member with the ability to be flexible and adapt to a changing work environment
• Competent using technology such as hand held computers, word processing, data entry, spreadsheets, and email. Must be able to maintain confidentiality with respect to patient information
• Ability to reach over head, lift and carry 25 pounds and walk a considerable distance
• Associate's degree or equivalent combination of education and experience in the healthcare industry or dietetics
• Demonstrated ability of strong problem-solving skills
• Experience working with MiChart/Epic and CBORD software
• Ability to work in a self-directed manner
• Participates productively as a member of a team
• Completes tasks beyond general support level
• Accepts instruction and direction from leadership. Ability to manage tasks and assignments without detailed direction
• Identifies, prioritizes and resolves some issues independently, and escalates more complex questions or issues appropriately
• Complies with contract requirements, business unit rules and related and legal regulations
• High School Diploma or equivalent; may hold 2 year post-high school Degree; may hold Bachelor’s degree
• Typically, 2 years of Call Center experience
• Prior office or clerical experience
• Ability to follow written policies and procedures
• Ability to access and retrieve information using a PC and basic understanding of Microsoft Office products
• Ability to follow procedural guidelines.'
• Ability to work on assignments with limited instructions from leadership
• Good written and verbal communication skills, including professional telephone skills
• Maintains benefits member database
• Prepares benefit statements and year-end update of benefit records
• Must have experience working with benefit packages

Project Based Benefits Call Center Representative Resume Examples & Samples

• Responsible for the day-to-day service and administration of benefit plans for assigned clients using established procedures and detailed instructions
• Performs benefit calculations where required
• Provides basic advice and guidance to clients or plan members
• Assists employees in the completion of appropriate forms, calculation of benefits or premiums
• Liaises with actuarial staff, senior consultants or senior administrator/manager, as well as trust company and insurance company representatives
• Monitors priority of calls and shifts escalated calls to assure resolution to problems
• Coaches and advises less experienced administrators
• Knowledge of general office equipment (copier, fax, phone systems, etc.)
• Professional communication skills (phone, interpersonal, written, verbal, etc.)
• Self-motivated, proactive, detail oriented and a team player
• Bilingual preferred (English/Spanish fluent)
• Associates Degree Preferred
• Handle high volume of incoming calls and resolve customer request/inquires
• Ability to negotiate, be flexible and make rational decisions on the spot
• Provide excellent customer service, while adhering to policies and procedures

Powersports Call Center Representative Resume Examples & Samples

• Identify, research and resolve customer issues in a timely manner
• Work closely within the team and with other departments
• 1-3 years prior customer service experience in call center environment
• Minimum 1 year Experience in Powersports related industry
• Incoming calls can be from members and / or Providers questioning claim status, review status, appeal status and / or reporting of fraud
• 2+ years of experience within the Healthcare, Claims, or Insurance industries
• 2+ years of Customer Service / Call Center experience
• Moderate proficiency with Microsoft Excel (data entry, reporting, data analysis)
• High Comprehension level, must read and follow procedures
• Must have good written skills
• Must work well within a team
• Must be able to fluidly multi-task
• Superior work ethic
• Excellent Attendance
• Access to a comprehensive employee benefits package including health, prescription, vision, dental, and life and short-term disability insurance
• Portable 401(k) plans
• Practice exceptional customer service and telephone techniques
• Ability to maintain participants engagement throughout a lengthy survey with a high level of complexity
• Ability to listen to and accurately capture respondent answers over the phone
• Maintain confidentiality of procedures, scripts and respondent information
• Consent to be monitored and recorded while conducting surveys
• Receive and manage all communications traffic in and out of Clean Harbors EOC during assigned shift in a courteous and professional manner. The EOC Duty Operator I is responsible to ensure that all calls are handled appropriately and immediately
• Record accurate and detailed information regarding the nature of every call notifying appropriate personnel of call ensuring complete customer satisfaction
• Publish detailed EOC Report documenting every incoming and outgoing call per shift. Make timely notifications and accurately record data in accordance with customer requirements
• Keep all EOC reference material up-to-date plus responsible for routine tests verifying accuracy of data and simulated drills
• Must provide detailed shipping information pertaining to Hazardous Materials transported by Clean Harbors’ vehicles to response or regulatory personnel if requested
• Ensure phone lines from all locations are properly routed to the EOC after hours
• Assist training of new or temporary Duty Operators
• Support Field Service Operations with general administrative needs and Emergency Response (ER) and Non ER calls
• Performs other duties and tasks as assigned from time to time by management and will be required by the needs of the Clean Harbors business

Regional Call Center Representative Resume Examples & Samples

• Solicit customers calling into the location, and assigned accounts, by phone to promote various parts marketing activities
• Determine the availability of parts to best serve customer demands and coordinate the logistics of orders
• Participate in maintaining a lost sales tracking program
• Take mostly inbound calls in a high volume call center
• Receive around 60 inbound calls per shift
• Ask probing questions to screen the calls as you receive them
• Assist the client if possible or transfer them to the appropriate party if need be
• Respond to customer inquiries by personalizing and relaying accurate information to members
• Provide technical, procedural, and operational guidance on client service issues as well as deliver personalized service and respond to questions about products
• Give clear and concise communication of information, policies, and procedures
• Problem solve, perform initial research, and follow-up with client related issues as needed
• Monitor status of requested / assigned work, prepare customized correspondence as necessary, and make outbound calls as requested
• Provide patients with information on necessary preparation or materials and documents needed for the appointment
• Collect and update patient demographics, insurance and authorizations, referring and/or primary care physician information and other pertinent information
• Image documents to the EMR
• Excellent attendance record and punctuality
• Must adhere to a high standard of personal and professional conduct
• Must demonstrate excellent written and oral communication skills
• Must demonstrate the ability to interact with a diverse population
• Must possess strong organization and prioritization skills
• Must demonstrate the ability to multitask in a fast paced environment
• Basic medical terminology
• Familiarity with MiChart

Call Center Representative PRN Resume Examples & Samples

• Responds promptly and professionally to the needs of the client
• Answers phones and provides requested information in a courteous and timely manner
• Effectively researches, troubleshoots and follows through to addresses client inquiries within required timeframe
• Maintains accurate and complete client service center documentation
• Follows safety policies and procedures

Customer Service / Call Center Representative Resume Examples & Samples

• Receive and accurately processing all orders in a fast-paced environment (via phone, fax, website, email and EDI from customers)
• Generate and maintain individual processing procedures by customers
• Providing knowledgeable answers to questions regarding products, product availability and pricing
• Act as extension of sales team; contact customers on daily basis to obtain order details
• Work in a fast-paced environment taking inbound calls
• Be empathetic and helpful to the needs of the customer
• Think on his/her feet
• Remain cool and calm under pressure – be able to deescalate a customer’s frustration
• Ability to work independently and in a self-directed manner
• Be highly organized
• Be flexible
• Be confident
• Think “outside the box” to troubleshoot process exceptions and recommend resolution
• All CSRs must be confirmed as being eighteen (18) years of age or older on or before the CSR’s hire date
• CSRs must have a minimum education of a high school diploma
• Service Provider will only hire qualified CSR’s that are lawfully employable
• CSRs must have demonstrated effective customer service and active listening skills
• CSRs should have a demonstrated ability to solve customer’s problems and concerns with professionalism and empathy
• CSR’s must adhere to all applicable policies and remain resilient in addressing the customer’s needs
• CSRs should produce results in a timely and accurate manner; always building rapport with the customer
• CSRs should have excellent written and verbal communication skills
• CSRs should demonstrate reading comprehension proficiency
• CSRs should demonstrate an ability to follow directions/procedures
• CSRs should have demonstrated proficiency with PC applications, Windows environment, accessing the Web/Internet and Email
• CSRs must have a pleasant-speaking voice and an empathetic tone, good articulation, rate of speed and the ability to be clear and concise In their communication style
• Maintain a work area that is neat and organized
• Submit/process accurate and complete reports
• Provide professional output to our customers
• Develop good knowledge of the various products offered by the Lottery, including play styles, prize structures, pay out percentages, odds of winning, special promotions, etc
• Prior experience in collections and knowledge of HIPAA, EMTALA, and PHI are a plus
• Medical insurance background is a plus
• Proficiency in Microsoft Word and Excel is a plus, and must be comfortable working in multiple computer systems and applications simultaneously
• Must be able to work in a high call volume call center environment with both inbound and outbound calls
• Have great attention to detail
• Be flexible, and have the ability to multitask
• Be able to meet deadlines and productivity standards
• Must possess a High School Diploma or GED equivalent
• Working knowledge of government programs funded by local, state, or federal entities a plus
• Capable of practicing strong human relations skills, such as empathy for others
• Ability to pass drug and background checks required
• Pay is based on applicable experience
• Position involves long periods of sitting, heavy data entry, and heavy telephone work
• Reliable transportation and proof of a valid license and auto insurance required
• Proficiency in Spanish preferred
• Effective listening skills in addition to the ability to concisely summarize information provided by our customers are essential
• Ability and willingness to remain at your work station and follow a structured schedule are necessary to meet customer call volume requirements
• Previous insurance experience and/or coursework are beneficial
• Strong written and verbal skills
• Strong data entry skills
• Type 40 WPM
• Determine the members’ needs and cross-sell appropriate services and products. Continually improve member relationships
• Understand and apply savings policies, procedures and dividend rates to sales calls
• Understand the consumer lending process as it relates to cross-sales opportunities, loan products and interest rates
• Provide accurate account information using account security procedures
• Perform financial transactions in an efficient and precise manner
• Recognize account flags such as: account holds, delinquent loans and screen messages before disbursing savings/loan checks
• Support individual, team and credit union goals as determined by credit union management
• Provide quality member service that exceeds the members expectations
• Utilize system software provided (Spectrum, CSCS)
• Must adhere to contact center matrix reporting requirements
• Promotes honest and open communication throughout the credit union
• Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics
• Work with other credit union departments to insure the workflow or process is providing the best service to the members
• Knowledge of or willing to develop sales techniques
• Knowledge of credit union services and products
• Must be able to appropriately resolve conflicts and escalated issues
• Must be PC literate
• Able to function and thrive in a production environment
• Able to work effectively individually and within a team environment
• Ability to communicate effectively in writing and orally
• Ability to resolve interpersonal conflict and miscommunications
• Knowledge of spreadsheet software and ability to use word processing software
• Must be able to be bonded
• Answer customer’s questions regarding existing orders
• Provide detailed product descriptions for merchandise on the Boscov’s website
• Answer incoming calls for all store locations
• Opportunity to learn additional customer service functions within our care center such as on line chat
• Field inbound auto and home insurance calls from agents related to billing inquires, policy questions and overall customer service
• Counsel customers/agents on underwriting eligibility and policy coverage and/or options
• Within established timeframe, provide phone requested quotes to customers/agents for changes to existing lines or products
• Upgrade coverage and sell new coverage/products to existing customers as appropriate
• Review phone requested cancellations and reinstatements and make appropriate decisions to resolve
• Resolve customer service related complaints and process complex customer calls, answer customer/agent policy and billing inquiries
• Act as on-line billing systems and agency portal website expert to provide proactive agency support as well as assist co-workers in mastering these systems and sell their benefits to the agents
• Accountable to build/maintain effective relationships with customers/agents
• May provide agency and internal support on information input processes
• Handle special projects/other related assignments as delegated by Team Manager
• Customer service experience (face to face or phone)
• Basic math and analytical skills
• Prior insurance experience
• One-two years of previous Call Center experience required
• Preferred experience includes Bilingual (English/Spanish) and prior Level I Help Desk experience along with troubleshooting and probing skills
• Excellent communication skills required with a strong command of the English language (bilingual preferred)
• Outstanding listening and problem solving abilities
• Must be able to multi-task under stress
• Must have above average problem resolution and follow-up skills
• A certain degree of creativity and latitude required while resolving unusual or adverse situations and dealing with difficult customers with diplomacy and understanding, making sound decisions based on available facts
• Ability to effectively deal with stress, work varying shifts, holidays, week-ends and overtime as required in a 24x7 working environment
• Must be able to type a minimum of 30 WPM
• Must be able to effectively work with technology (PC / Laptop / Scripting System / etc.) and have a demonstrable ability to use technology
• Experience working in a Healthcare environment is preferred
• Prefer A+, ITIL, STI, CIAC, ATSI or comparable
• Inbound call center for Enterprise customers
• Email resolution
• Click to chat resolution
• Quality resolution that provides an enjoyable customer experience
• Verbal and written communications with customers
• Review and process incoming letters and email
• Work closely with field management, category managers, and other departments to resolve customer questions/issues
• Research product questions on proprietary brands
• Must be available to work defined work schedule to support business need
• Minimum of 2 years customer service experience working with internal/external customers
• Excellent interpersonal and problem-solving skills
• Ability to type 40 wpm
• Proficient in MS Office preferred
• 2 years’ experience in inbound customer call center preferred
• 2 years retail experience preferred
• Manage and accurately process new prescription orders in accordance with service level expectations. Processing includes data review and completing a call to the patient as a means to create their awareness, educate on the product / service and set expectations for product reconciliation
• Effectively communicate with active and non-active patients in order to troubleshoot challenges with data transmissions and non-compliance with equipment requirements
• Identify and respond to customer needs and problems. Initiate actions as needed to ensure customer satisfaction
• Communicate orally and in writing with the healthcare providers regarding prescription status or to inform on patient non-compliance
• Accurately and effectively document all calls
• Interact effectively with internal team and sales organization to answer inquiries and resolve issues
• Work effectively from a daily task list to address open action items and prioritized needs during the work shift
• Understands and adheres to department standard operating procedures and maintains a high degree of product knowledge
• Attend and support team meetings, conference calls, training programs and other business requirements as it applies to the clients monitoring systems
• Participate in process improvement initiatives as requested
• Effectively manage priorities to facilitate business goals in areas of customer satisfaction and achievement of customer support expectations
• Minimum of a High School Diploma or GED required, Bachelor’s degree preferred
• A minimum of 2 years’ experience in a high volume call center addressing inbound / outbound customer calls while providing customer support function with demonstrated ability to address customer questions and concerns
• Prefers at least one (1) year experience in the medical field or in medical benefits administration field (Billing, Insurance, Pharma, Pharmacy, DME) providing customer service to patients. Knowledge of the medical device business or healthcare environment and understanding HIPAA, privacy laws, Medicare policies and insurance guidelines
• Strong proficiency with Microsoft applications
• Strong computer data entry experience documenting calls by typing on a keyboard while speaking with a customer
• Demonstrated excellent written and oral communication skills. Able to speak clearly, professionally and grammatically correct
• Demonstrated independent working skills, completes tasks without appreciable direction
• Ability to multi-task in a highly dynamic and fast paced situation
• Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues, even when dealing with difficult customer interactions
• Ability to work flexible hours and varying daytime and evening shifts, including weekends. May include overtime as business needs dictate
• Demonstrated ability to communicate effectively with customers/business partners to answer questions and resolve issues according to department protocols and requirements
• A minimum of 2 years of related experience in customer service and / or a high call volume environment
• Associate’s Degree or equivalent experience
• Ability to multi-task, organizational skills, and attention to detail are critical for this position
• Microsoft Excel, Word, and Outlook experience required
• Handle customer inquiries both by telephone, email and other means of communication
• Manage large amounts of inbound and outbound calls such as and not limited to Customer welcome calls, premium due, and past due reminder calls in a timely manner
• Answers customer inquiries by providing valid and accurate information on a first call resolution
• Follow company’s call “scripts” when handling different types of calls
• Identify customers’ needs and provide solutions and/or alternatives if cannot resolve during the first call, escalate unresolved problems immediately to management and follow up to ensure resolution is met
• Build relationships and engage customers by taking the extra mile to provide pleasant customer experience
• Maintains call center database
• Update existing customer information
• Complete call logs
• Other tasks assigned by management
• Ability to meet the client’s requirements and being able to maximize relationships profitability
• PC literate in MS Office, including Word, Excel, PowerPoint
• Mature with strong personal drive
• Strong customer focus and follow-up skills
• Responsible and demonstrated ability to work under pressure

Core-medical Call Center Representative Resume Examples & Samples

• Utilizes superior customer service skills working in a call center environment managing a high volume of incoming calls to the practice
• Provides patient referrals (with physician direction) or ensures appropriate referrals have been obtained for required visits in specialty offices
• May perform the duties of practice Medical Office Coordinator such as check in/check out, collection of co-payments, adjustment transactions, balancing daily journal, and maintaining provider schedules
• Advises appropriate staff of priority items that require immediate attention by using IP Phone, facilitator phone, and/or EMR messaging
• Demonstrates sensitivity to patient's comfort, confidentiality and concerns while maintaining a therapeutic environment for the patient and family in accordance with the provider and CORE standards
• Provides coverage in other Core offices as requested
• Prepares new patient records and completes scanning prior to patient appointment
• Assigns new patients to a provider & care team to establish a care partnership
• Scheduling of patients to the appropriate care team (whenever possible) to ensure consistency for the continuity of care
• Handle multiple responsibilities and have a customer focused mind set
• Must be available to work flexible work schedule including weekends and evenings
• Effective communication, interpersonal and organizational skills in person and on the phone
• Previous customer service experience in a retail setting preferred
• High School diploma or equivalent required, two year college degree preferred
• Previous supervisory experience a plus
• Proficient computer skills and able to learn proprietary P.O.S. program
• Flexibility to work a retail schedule that includes nights and weekends
• Ability to work 40 hours a week
• Bilingual - Spanish - a plus!
• Communication/Telephone Skills: Adheres to established telephone management principles (Front End Redesign). Able to efficiently navigate the electronic medical record (MiChart) to obtain information needed. Demonstrates good customer service telephone skills
• Appointment Scheduling: Able to accurately and efficiently schedule patients utilizing the MiChart. Able to identify the best available appointment type to meet the patient and clinic/ provider needs and requirements. Able to ask and document the correct questions to assure accurate billing information is obtained and required referrals/authorizations are met. Shares outstanding balance information to the patients and/or guarantor
• Information Management: Utilizes MiChart inbasket process to accurately and appropriately document patient requests including urgent medical problems, prescriptions and other medical needs, and referrals. Routes patients to appropriate resources. Able to identify "red call" and "yellow card" situations and respond appropriately
• Pre-Arrival/Arrival: Verifies insurance eligibility, ensures referral and other authorization requirements are met. Understands managed care principles. Is able to identify and initiate resolution for issues (patient balances, questions, etc.) Obtains appropriate signatures and any needed information (forms,waivers)
• Minimum of 2 years previous experience in clinical and clerical health care setting is required
• Excellent phone management and customer service skills, including telephone triage is required
• Demonstrated ability to work collaboratively with multidisciplinary teams
• Willingness and openness to new ideas and processes that improve patient care
• Good attendance record
• Additional Requirements
• Daily review of all Siebel cases for accuracy
• Workflow of cases to the case processing team
• Follow up and follow through of all cases to completion
• Call backs for more technical calls
• Escalation of observations and any immediate needs to the Administration Teams
• Participation in Client and Administration team meetings
• Ensure cases are closed consistent with client SLA
• Coach/Train Participant Services Representatives to first call resolution
• Identification of training opportunities: tactical and strategic
• Review reports daily, provide analytics and trends of client case management: Aged cases, Repeat Callers
• Communication of Trends and Analysis to Administration
• Knowledge Base update recommendations (to support FCR)
• Client Implementation: support for new clients to Mercer and clients transitioning to this support model
• Retirement and Survivor Services
• 2-3 years Participant Services experience
• Participant Services Rep II or greater preferred
• Business Skills: customer service, attention to detail and quality, analytical skills, follow up and follow through, identification of trends, escalation, time management, Mercer’s Quality programs and initiatives
• Technical Skills: solid PC skills, system knowledge (Mercer specific systems), Siebel and Siebel analytics, Excel, Word, Powerpoint, Visio (a plus)
• Professional Skills: communication – written and verbal, procedure documentation, client project management, influencing others, problem solving, time management
• AVAILABLE SKILL SET TRAINING
• Answer multi-line phone system
• Find available interpreters and coordinate assignments
• Pre-employment screenings are required
• If converted after the approximate 90-day probationary period, the background check will be conducted again to meet FEMA requirements. This would be a 7 year, Homeland Security background check with fingerprinting
• 1+ year of call center experience is required
• Must have a good memory. Client information is constantly evolving and adapting, yet must be memorized
• Achieve individual sales, referral and service quality goals as well as team sales
• Follow up on all commitments to contribute to department service level standards
• Excellent verbal communications skills
• Demonstrate a working knowledge of banks products, services, and policies
• High School Diploma or GED and a minimum of four years high volume call center experience and/or four years of teller and/or branch banking experience
• Build rapport and strengthen client relationships while servicing client needs with account inquiries, servicing needs, and issue resolution
• Maintain thorough knowledge and understanding of Key Bank’s products and services
• Knowledgeably respond to and overcome client objections
• Recognize and effectively act upon client retention opportunities
• Act as liaison for our clients to provide first call resolution by coordinating and following up with other departments or lines of business as appropriate
• 1-3 years client services and sales experience required
• Ability to adhere to established attendance policies
• Providing excellent customer service to prospective customers
• Verifying information submitted by the consumer through an online Inquiry
• Able to quickly build rapport with potential clients
• Identifying customer’s goals and objectives
• Ability to handle high volume phone calls

Claims Call Center Representative Resume Examples & Samples

• Develop the skills to be responsible for analyzing death and waiver of premium claims
• Prepare well written communications to beneficiaries / representatives, internal counsel, underwriting and senior management
• Must accurately update all information in claim's systems
• Exhibit excellent verbal and listening skills, be detail oriented and have the desire and ability to provide customer service in a professional positive manner while maintaining an empathetic voice with the beneficiary / representative
• Review documents and information and make sound decisions based on knowledge, training and experience
• Associate's or Bachelor's Degree 3.0 GPA preferred, or equivalent years of related experience
• Strong PC skills to include Word, Excel, Lotus Notes with the ability to navigate multiple applications during call handling
• Proven ability to work in a fast paced environment with attention to detail as individual will be handling inbound phone calls and multi-tasking navigation through numerous applications
• Strong accountability and customer service skills to provide exceptional service
• Must be willing to work 9:30 a.m. to 6:00 p.m. EST shift
• Answer incoming calls from Agents and Clients while processing applicable transactions during call and creating work items in Automatic Work Flow (AWF) as necessary
• Establish high quality customer relationships - using information resources and own technical knowledge to respond to external and internal inquiries
• Active involvement in stretch assignments, i.e., enhancing claims knowledge through e-learning's and classroom led training
• Develop and maintain working knowledge of administrative and mainframe systems needed to process service functions and perform at a fast pace with high accuracy and quality
• Develop expert knowledge of all products in assigned skill sets, software applications and processes
• Demonstrate high proficiency in subjective metrics, i.e., customer service focus, effective communication, technical knowledge, professional growth/engagement, accountability/dependability, and decision making
• Focus on specific team metrics, i.e., quality monitoring, security verification, adherence to schedule, production, attendance and quality processing
• 1 year of customer service experience required in a related field
• 2-4+ years of working experience in customer service or related fields
• Able to read, write and speak English proficiently
• Excellent written and oral communication skills in both languages
• Dental Experience preferred
• Healthcare/Insurance billing experience desired
• Office administrative experience and skill desired
• Ability to follow written policies, procedures and guidelines, and give feedback to leadership
• Intermediate-level knowledge of operating systems
• Self-motivated with good time management and organizational skills
• Ability to read and interpret basic to moderately complex documents such as operating and maintenance instructions, procedure manuals, and government/healthcare guidelines
• Excellent written and verbal communication skills and customer service skills, including professional telephone skills

Employee Services Call Center Representative Resume Examples & Samples

• Demonstrate a polished, courteous professional manner in dealing with all levels of employees
• Ensure (when possible) first-call resolution support in responding to human resources and/or benefit-related support questions; if first-call resolution not possible, respond within service support guidelines
• Provide PeopleSoft system support answering questions relating to Employee Self Service, benefits enrollment, qualifying life events, employee address and name changes, etc
• Establish and track all employee support activity through call center technology, focused on results and continuous process improvement
• Access and maintain the ESCC knowledge database as required to ensure accurate, consistent and compliant up to date information
• Generate call center reports to analyze important metrics and ensure service and performance standards are being met or exceeded including
• First-call resolution
• Service level/response time
• Average handle time/calls per hour
• Self-service accessibility
• Customer Satisfaction
• Perform administrative duties as necessary including benefit support activities such as Qualified Domestic Relations Orders, Letters of Creditable Coverage, Qualified Life Events, Dependent Audit and other support related to benefits administration
• Ability to actively listen to employee and/or dependents
• Ability to understand and empathize with the employee and their experience
• Ability to prioritize and solve problems in a time-sensitive-high volume environment
• Proficiency with navigating through multiple systems
• Ability to exercise considerable judgment and discretion in dealing with matters of significance for the business
• Proficient in Microsoft Office Word/Excel
• At least 12 months of experience working in a shared service environment or call/contact center required (preferably in a benefits-related support environment)
• High school diploma (or GED) required; Associates or Bachelor’s Degree a plus
• Accepts instruction and direction from leadership
• Ability to manage tasks and assignments on a daily basis
• Identifies, prioritizes and resolves issues independently, and escalates more complex questions or issues appropriately
• High School Diploma or equivalent, may also hold a 2 year post-high school Degree or Bachelor’s degree
• Typically up to 1 year of working experience in related fields
• High School diploma or GED or equivalent experience
• 6 months of experience in relevant work
• Strong interpersonal/verbal communication skills
• Ability to create, review, and interpret treatment plans
• Ability to act on feedback provided by showing ownership of his or her own development
• Previous experience in a call center or customer service environment
• Responds to customer's calls within designated time frames and perform troubleshooting procedures to determine the nature of the inquiry or issue to the satisfaction of the customer
• Clarifies the customer's inquiry, determines the cause of the problem and selects and explains the best solution to solve the concern and expedite correction or adjustment as needed. Follows up with customers to ensure resolution
• Follows organization standards to maintain excellent quality service
• Completes all necessary paperwork and documentation
• Inputs and edits information or data to document inquiries and correspondence
• Develops and utilizes a filing and retrieval system to access records or information
• High School Diploma, required; Associate’s Degree, preferred
• Fluency in Spanish, highly preferred
• Prior Customer Service or Sales experience, preferred
• Experience working in a Call Center and adhering to call metrics, preferred
• Proficiency in Microsoft Office Suite, required
• Using excellent telephone skills make outbound phone calls to dental office patients
• Reminder phone calls to patients who haven’t been in for 12 to 30 months
• After reminder postcards have been sent, make follow-up phone calls to patients due for their 6 month check-up
• Phone calls to patients to reschedule their existing appointments
• Maintain accuracy by following the office scheduling format, updating as needed, and verifying patient insurance coverage
• Answer inbound phone calls for dental offices from closing time until 8:00p.m. weekly, and during regular working hours when required
• Respond to patient appointment requests from dental office websites
• Answer inbound calls
• Using email confirmations, work with the Marketing Department and Dental Offices to reschedule canceled appointments
• Actively participate in the Perfect Patient Experience® by demonstrating a positive attitude and doing everything you can to ensure patients’ needs are met
• Pass all basic guide tests pertaining to your position within 90 days of accepting this position
• Participate in meetings as required
• High speed data entry, including 10-key
• Uses a proactive approach to identify customer needs and potential sales opportunities, providing solutions and resolving problems through inbound calls, emails and chats
• Uses problem solving methods to listen, empathize, apologize, react and notify the customer of a solution
• Answers inquiries and resolves problems by clarifying desired information; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Conveys information to customers in a clear, compelling way that will positively influence each customer’s thoughts and actions
• Sells additional services by recognizing opportunities to up-sell accounts; explains new features
• Maintains the Signature core system and/or other customer database systems by entering information
• Answers all inquiries regarding the Bank’s service/product promotions and advertisements
• Enhances the Bank’s reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments
• Keeps Call Center equipment operational by following established procedures; reporting malfunctions
• Protects confidential customer information and ensures that customer identity is always certain, in compliance with Call Center work procedures
• Monitors for suspicious account activity and takes necessary action to mitigate risk to protect the Bank and our customers from potential loss
• Fulfills all assigned responsibilities as described in applicable operational procedures with minimal supervision
• Maintains knowledge of and complies with regulations that include but are not limited to overdraft protection, Reg E, Reg D, Bank Secrecy Act (VSA), Reg CC, privacy-Gramm-Leach-Bliley Act (GLBA) and Non-public Personal Information (NPPI) regulations, Right to Financial Privacy ACT (RFPA) identify theft red flags, Unfair Deceptive or Abusive Acts or Practices (UDAAP), Financial Elder Abuse, OFAC
• Seeks opportunities to enhance knowledge of the Bank’s products and services as well as solutions to satisfy customer needs
• Performs other work-related duties as assigned
• High school graduate at minimum
• Experience required
• Must have a minimum of a High School Diploma or 1-2 years of experience in the field or in a related area
• Must have knowledge of commonly-used concepts, practices, and procedures within a particular field
• Other: Relies on instructions and pre-established guidelines to perform the functions of the job
• Works under immediate supervision
• Primary job functions do not typically require exercising independent judgment
• Typically supervised by a supervisor or manager
• This is a temporary to permanent position based on job performance and business need
• Ability to receive and/or make telephone calls to respond to and/or resolve customer inquiries and concerns
• Ability to explain company products/services
• Ability to recommend products/services to meet the customer's needs
• Ability to maintain log of customer inquiries and concerns
• Ability to follow procedural guidelines to respond to and/or research customer questions
• High School Diploma or equivalent. Typically requires 1 - 2 years general experience, or equivalent combination of experience and a college-level education
• Insurance billing experience helpful
• Ability to effectively prioritize and handle multiple tasks and work under aggressive time constraints
• Ability to provide quality customer service
• Excellent analytical, problem solving and decision-making skills
• Experience with Microsoft Office, Word, Excel. Knowledge of Internet access beneficial
• Must have strong organizational skills and ability to meet call center performance requirements
• Identifying qualified health care professionals in a geographic area through outbound phone calls
• Develops and maintains positive relationships with customer’s office staff
• Work to negotiate competitive & cost effective pricing and obtain contracts with these customers to meet health plan needs
• Explain the DHMO plan's policies and procedures to customers (of which are healthcare professionals)
• Resolving complaints and disputes, ensuring compliance with policies and procedures
• Strong communication, analytical and problem solving skills
• Candidate must have the ability to navigate a computerized data entry system or other relevant applications for tracking, information gathering, and/or troubleshooting
• Prefer one year experience in health care or managed care
• Prefer knowledge of health care terminology, communication and negotiation skills
• Experience with various reimbursement methodologies
• Work in the Otolaryngology call center 24-40 hours a week and perform various tasks based on the days staffing needs
• Manage outbound and inbound phone calls
• Education: High school diploma or equivalent
• Two to Five years of customer sales and service experience
• Ability to troubleshoot and multi-task in fast-paced work environment
• Proficient in the use of computerized systems
• Successful completion of all AAA requirements for membership and financial training
• High-volume customer service, order taking and troubleshooting deliveries
• Processing new account set up
• Order management from start to finish
• Understand the business and product offerings for our home improvement programs
• Respond to customer and contractor inquiries accurately and efficiently
• Schedule and confirm appointments with customers and contractors as required
• Process customer payments
• Serve as the primary liaison between Customers, Territory Managers, District Sales Managers and Product Sales Support Administrator (PSSA) as well as but not limited to Operations, Credit & Transportation
• Engage in regular phone conversations with customers, including taking orders, resolving issues, and opportunistically selling
• Review orders placed through Online to ensure accuracy / completeness, contacting customers with suitable substitutes as necessary
• Provide administrative support to Territory Managers and District Sales Managers, as needed
• Escalate issues to appropriate parties, as necessary, to ensure appropriate responses Respond to customer and Territory Manager questions and requests (e.g., price information) in a timely manner, either
• Answer and direct incoming telephone calls in a timely, professional and courteous manner. Provide quality service and prompt response to all callers
• Identify callers’ needs and respond by providing general information or transfer the call to the appropriate area, department or individual within the Bank as appropriate
• Lead and support other employees performing similar duties. Manages more complex customer calls/issues and concerns
• Serves as back-up to supervisor in performing various duties
• Answer all inquiries regarding the Bank’s service/product promotions and advertisements
• Answer inquiries regarding any business emergency situation, e.g. power outage, natural disaster
• Ensure customer inquiries and/or complaints are responded to promptly and with courtesy
• Follow established procedures to report or escalate a customer complaint to the appropriate area
• Process online banking applications and provide customer service support for online banking customers
• Review and process the mobile deposits and perform any necessary account entry
• Perform clerical functions as required
• Excellent communication, interpersonal and professional telephone skills
• Effective reasoning ability; solve practical problems, interpret and take decisive action on instruction
• Ability to exercise sound judgment in dealing with sensitive and confidential information and matters
• Two+ years in a customer service discipline, and/or call center or Security support experience
• Must have basic computer and typing proficiency, be able to hear and distinguish different sounds on audio surveillance systems
• Must be able to sit at work station from extended periods of time
• Must be able to distinguish between red and green colors
• Answers, screens and directs incoming and outgoing telephones calls, electronic messages and other web-based communications using a call management system. Transfers telephone calls to the appropriate department or personnel. Arranges conference calls or third-party calls
• Uses overhead and text paging system when appropriate. Contacts and distributes messages to personnel using a variety of electronic methods, including text, voice and email systems
• Responds quickly and courteously to basic inquires and refers other inquires to appropriate department or personnel
• Registers and posts notes in client records. Creates and maintains data and reconciles to client appointment records. Schedules and confirms initial and followup appointments, as necessary
• Enters data in a variety of client management computer systems. Initiates and responds to faxes, emails and on-line messages. Performs basic account maintenance activities
• Follows up on customer and client inquiries not immediately resolved
• Notifies emergency personnel, security and authorities following established protocol, as necessary
• Performs simple maintenance. Keeps equipment operational by following established procedures and reporting malfunctions
• Provides requested information regarding policies and procedures, terms and programs relating to service area to clients and customers
• Provides assistance to other departments, as directed
• Identify customer needs and interpret the Motor Vehicle Code, policies, and procedures to the customer’s level of comprehension
• Neutralize challenging or escalated customer situations
• Show empathy for customers’ problems and resolve issues by taking appropriate action; research and resolve customer disputes and inquires
• Present a professional and courteous image to represent customer-focused PennDOT standards
• Use proactive listening skills and probing techniques to better understand the customers’ perspectives, behaviors, and motivations
• Balance quality and quantity; provide information accurately and professionally in a timely fashion in order to assist the maximum number of customers
• Maintain required confidentiality of driver license and motor vehicle records
• Monitor, evaluate, and adapt behavior to respond to a variety of ages, ethnic, and cultural backgrounds
• Display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard
• Remain calm and professional during stressful circumstances
• Conduct self in a manner that maintains harmonious working relationships
• Act with integrity and professionalism at all times
• Minimum one year customer service in a call center environment, or two years of general customer service
• Experience solving complex and escalated customer situations
• Reliable attendance history
• Intermediate to advanced computer skills; IS400 experience is a plus
• Manage large amounts of incoming calls
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Take the extra mile to engage customers
• Call Center: 1 year
• Obtains, confirms, and interprets necessary data and correctly conveys verbally such, through the use of the telephone and the PC. Accuracy in obtaining and disseminating information is extremely important
• Handles all processing issues and special projects assigned by the supervisor
• Maintains follow-up system for tracking problem issues that are received over the phone. Processes transactions and updates on-line
• Enforces final denial decisions made on complicated accounts and difficult processing problems
• Routes calls to appropriate individuals or divisions within the Agency, other State agencies, various Federal program areas and servicers or colleges as necessary. Information given must be accurate and provided in a courteous and prompt manner
• Maintains logs of incoming calls for later follow-up to ensure problem resolution and budget allocation purposes

Room Service Call Center Representative Resume Examples & Samples

• High school or vocational school graduate preferred, some college preferred
• 3-5 years of food service experience preferred
• Knowledge of food service kitchens, including standards of safety and cleanliness
• Demonstrates strong communication skills, including the ability to read and understand English. Must be able to comprehend and take appropriate action quickly. Must be able to communicate in written and verbal form with clarity and professionalism
• Ability to work independently, completing assigned tasks safely and correctly, demonstrating good time management skills
• Ability to follow through on instructions
• Ability to demonstrate excellent customer service skills, ensuring all actions reflect program’s service goals. Must be able to take initiative and ownership of concerns, following up appropriately
• Ability to demonstrate commitment to team members and patients through flexibility and strong work ethic
• Must demonstrate computer literacy, including speed and accuracy and the ability to learn and use new computerized systems
• Must demonstrate excellent organizational skills, including ability to multi-task effectively, completing all tasks accurately and while maintaining customer service standards
• Neat, professional appearance
• 2 years telephone customer services experience. Preferable PBX, healthcare, collections, hospitality industry, sales experience
• Knowledge of computer terminal/keyboard hardware and word processing software
• Excellent grammatical skills
• Must be able to type at least 30 wpm
• Assist frontline contact center agents with questions regarding the claims processes
• Assist insureds and claimants with questions, provide clear instructions on completing claim forms, and provide general timeframes for claim submissions
• Make outgoing calls as needed to provide responses to insureds and claimants
• Generate, approve, and manually assemble accurate claim packets for insureds and claimants
• Update systems to document calls
• Provide excellent customer service to patients, physicians and coworkers.-Schedule new and return patients for clinical appointments, diagnostic services, ambulatory procedures and interpreters in MiChart and MiDent.-Determine the existence of patient’s previous registration number.-Verify & update patient’s demographic information and insurance.-Answer telephone calls, e-mail and web inquiries to schedule patient.-Manage incoming faxes.-Mail itineraries.-Image outside documents into the MiChart and MiDent system.-Respond promptly to appointment requests.-Ability to work independently and as a team player.-Other duties as assigned by the clinic coordinator.-Ability to communicate effectively and professionally with coworkers, NPs and physicians
• Ability to multitask and prioritize work appropriately is essential
• Ability to accurately receive and relay information over the telephone and through written documentation
• Ability to accept direction from multiple sources, prioritize tasks and remain adaptable to rapid changes in work
• Ability to work under pressure and deadlines
• Ability to be flexible when protocols are updated
• 2-3 years of previous customer service experience within a call center or medical environment
• Computer savvy, ability to navigate multiple programs simultaneously
• Knowledge and fluent use of Microsoft Word, Excel and Outlook
• Solid typing/keyboard skills; minimum typing speed of 45 net wpm and/or and alphanumeric speed of 6450 net KPH
• Ability to work in a fast paced environment under direction of the clinic manager
• Detail oriented with analytical ability
• Professional, flexible and positive team player
• Self-starter, motivated
• Excellent attendance
• Passion for providing excellent service to customers
• Knowledge of University policies and procedures.-Knowledge of Oral & Maxillofacial Surgery/Hospital Dentistry scheduling practices.-Experience with computerized patient scheduling systems.-Experience working with MiChart or MiDent systems.-Knowledge of insurance carrier requirements.-Knowledge of medical terminology.-Experience working in a health care setting

Telesolutions Call Center Representative Resume Examples & Samples

• Achieve contract performance goals and objectives as established in the client agreement
• Demonstrate comprehensive knowledge of all company approved product information
• Develop a daily/weekly call schedule to insure efficient and comprehensive coverage of territory
• Pre and post call analysis of calls
• Participate in training and development programs
• Help to maintain required project documentation
• Respond to customer inquiries
• Experience in high-pressure and fast paced environment -
• Excellent and persuasive communication skills, both oral and written
• Powerful customer focus
• Ability to function effectively in a team environment
• Basic computer and data entry skills, must be able to type 40 WPM
• Is able to multi-task and work in different databases simultaneously
• Answers inbound calls and makes outbound calls to sell and service insurance and securities products to new and existing clients
• Performs consultative services to assist in obtaining retirement goals for perspective clients, answering questions, overcoming objections, and assisting in the purchase of appropriate securities products to meet those goals
• Sends correspondence and follow-ups with the client to finalize a sale
• Establishes and maintains rapport with prospects and clients via phone and/or mail on a regular basis

Surogation Call Center Representative Resume Examples & Samples

• Ability to work proficiently with Microsoft Office, Word, and Excel required
• Ability to analyze information and use logic to address work-related issues and problems
• Ability to perform oral presentations with good quality
• Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines
• 1+ years’ experience working in a professional office environment

Participant Call Center Representative Resume Examples & Samples

• Conduct correspondence with customers and representatives
• Bachelor's degree Prefered
• Strong client relationship and interpersonal skills
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
• Demonstrated ability to learn and apply basic concepts in new situations
• Organizational, writing, and mathematical ability to accurately and efficiently complete general administrative work such as filing, payroll, ordering of supplies, processing of bids and invoices, auditing, lock and key coordination, correspondence, inventory, and documentation of administrative procedures and practices
• Ability to uncover the important and relevant information about a problem through effective customer interface, conversation, and questioning and dispatch appropriate work order. Ability to build and maintain customer relations through a professional approach to handling customer service needs and problems
• Ability to independently analyze situations and problems, identify issues and make effective decisions or recommendations within established procedures. Ability to communicate sound judgment and respond quickly to sensitive and urgent situations
• Proven ability to work efficiently in a busy, service oriented office atmosphere with frequent interruptions, varied work assignments, and fluctuating priorities while meeting deadlines. Ability to work with other staff personnel in a positive, team oriented manner
• Excellent interpersonal skills including tact, confidentiality, diplomacy, and flexibility; excellent telephone manner in handling a variety of calls
• Proven communication skills, verbal and written, including knowledge of correct English grammar, spelling, punctuation, and usage, with ability to compose letters and memoranda utilizing appropriate formats and styles, while proofing work to ensure accuracy of grammar, punctuation, and spelling
• Ability to fully analyze assignments, to gather data and information, and to work with tact and diplomacy with all members of the campus community
• Ability to operate standard office equipment, i.e. computer, 10-key, various printers, fax machine, copy machine, and scanner
• Demonstrated ability in data entry, database-work order management, word processing, Microsoft Access, Excel, Outlook, and Word
• Ability to input a high volume of complex data accurately and within pre-established deadlines. Ability to manipulate the data base to analyze data and produce requested reports
• Ability to maintain acceptable work habits, demeanor, attention to detail, punctuality and regularity of attendance
• Demonstrated ability to effectively interpret and follow instructions and complete accurately assignments which require a high level of detail

Call Center Representative AM Shift Resume Examples & Samples

• Ability to maintain a high level of patience and professionalism throughout lengthy surveys
• Demonstrate the ability to move around within a survey to add, delete or change information when appropriate
• Follow all center policies and procedures as outlined in the call center policy addendum
• Ability to arrive to work on time, and as scheduled, in order to adhere to assigned work schedule and meet team goals
• Ability to speak clearly, with enthusiasm, while using tone variation and voice inflection
• Ability to quickly build professional relationships over the phone
• Ability to persuade respondents to participate in surveys
• Identify and contact patients who are due for appointments, and schedule appropriately
• Maintain database, ensuring accuracy of patient information
• Verify and update insurance information
• Track and log progress on a daily basis
• Process and complete online appointment requests
• Accept, handle or forward incoming calls from 800 line professionally
• Correspond and communicate with appropriate departments within organization
• Identify, research, resolve and respond to customer service issues
• Seeks solutions and communicates with department manager
• Develops and grows positive working relationship with team and organization
• Projects a professional image in all service correspondence
• Maintains organized files and reports any discrepancies to department manager
• Attends functions/training to gain knowledge of billing/process and vendor product
• Assumes and performs other duties and responsibilities not specifically outlines herein, but which are logically and properly inherent to the position
• Prior administrative/clerical experience in a corporate office preferred
• Proficient in Microsoft Office and Windows
• Must be able to demonstrate problem solving skills
• Must display a positive customer service attitude
• Must be able to be flexible in work hours
• Must have effective oral and written communications
• Must have organizational and time management skills that result in high productivity

Fixed Annuity Call Center Representative Resume Examples & Samples

• Provide service to our agents and clients by providing policy information and processing transactions primarily in response to telephone requests. The representative will also process service transactions in response to written requests in support of the processing team
• Within regulatory guidelines, review and process inforce business transactions using systems such as Mainframe, Fixed Annuity Cyberlife and Rpay. Transactions consist of Partial Withdrawals (normal and Required Minimum Distributions), Periodic Partial Withdrawals and Disbursements (Internal/External Exchanges and Transfers and Direct to Customer), Correspondence, Check Stop and Reissue, Duplicate Policies, Returned Mail and Maturities
• Possess and demonstrate ability to assess the information gathered at the point of call and make appropriate decisions
• Maintain good working knowledge of our administration systems, products and services
• Exhibit excellent verbal and listening skills, be detail oriented and have the desire and ability to provide customer service in a professional positive manner while maintaining an empathetic voice with the policy owner or agent
• Proficient customer service and listening skills
• Proficient oral and written communication skills
• Detail oriented and organized
• Answer telephone calls from clients and associates regarding inquiries on deposit accounts, consumer and mortgage loans, online banking and all other bank products and services, and fulfill their telephone requests
• Keep abreast of new products and services as well as enhancements to existing products and services to actively promote and cross-sell the bank’s products and services to new and existing clients
• Research and resolve client questions and concerns and respond back to them in a timely manner to ensure client retention and satisfaction
• Process miscellaneous transactions including stop payments, telephone transfers, loan payoffs, loan verifications, etc
• Process all returned mail statements to the bank and complete change of address forms
• Retrieve all night service calls and e-mail messages received through the bank’s website and fulfill their requests by either responding back to them or directing their requests to the appropriate branch or department
• Research, verify and resolve check order requests for clients
• Cancel and reactivate ATM and debit cards and complete dispute forms as necessary
• Assist Call Center Supervisor in training and developing new call center associates
• Applies an in-depth knowledge in the area of employee benefits, program procedures, methods, and requires knowledge of program and staff responsibilities
• Able to use established filing and data systems, functions, and/or procedures that require knowledge of the program. Reviews data and information for completeness and accuracy using standard guidelines; performs tasks with attention to detail. Understands software used to perform day-to-day functions
• Ability to analyze, research and interpret information of a technical, mathematical or financial nature
• Ability to communicate effectively in both verbal and written form with a wide variety of people via telephonic, electronic or in-person interactions
• Identifies and recognizes the root cause of problems and utilizes resources to resolve the issue
• Analyzes information with responsibility for content review, accuracy, and quality. Communicates information clearly to external and internal customers and applies judgment in releasing confidential information or to whom to refer questions
• Demonstrates in-depth knowledge needed to proofread written communication for grammar, spelling, punctuation, and basic formatting
• Provides answers to requests for general information in written format. Records and documents information accurately
• Answer inbound calls and emails regarding product orders, parts orders and repair requests in a fast-paced environment
• Respond to technical support inquiries for our connected watches, such as, set-up (pairing product), trouble-shooting, hardware and firmware compatibility, providing options and recommendations, etc
• Confer with customers and/or internal sales professionals to provide general information about products and services, to fulfill orders, or to resolve complaints
• Process repair instructions according to customer requests
• Keep detailed records of customer interactions and transactions, recording inquiries, complaints, and comments, as well as actions taken
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
• Minimum of 2 years of service-related experience in a call center environment
• Basic knowledge of Customer Service principles and processes, including needs assessment, meeting quality standards and evaluation of customer satisfaction
• Must have a high level of familiarity/comfort working with IOS/Android Software, including app pairing and/or basic troubleshooting
• Superior problem solving skills and out of the box thinking
• Must be detail oriented and organized
• Must be able to work in a fast-paced environment and be adaptable
• Basic knowledge of MGI brands and product lines helpful
• Above average verbal and written communication skills
• Proficient with Excel and Word software and also with Windows based applications
• Audit background in Medicare is a plus
• Experience with Vertafore Systems is a plus but not required

Open Enrollment Call Center Representative Resume Examples & Samples

• Efficient to Multi-Tasking capabilities/ navigate different systems
• Versatile/adaptable: Constant changing environment (Priorities can change daily)
• Self-Sufficient – Someone who can stay on task and when work is completed will reach out to leadership team for additional tasks
• Call Center/Customer Service experience

Call Center Representative Starting Resume Examples & Samples

• High school diploma or GED
• Stable employment record
• Ability to maintain outstanding attendance at all times
• Schedule flexibility to work 30-40 hours per week including days, evenings and weekends
• Ability to effectively communicate in a respectful and assertive manner
• Willingness to submit to and pass E-Verify and background check
• Ability to feel comfortable sitting for most of an 8h shift
• Excellent computer abilities to navigate our care systems, as well as the Windows environment
• Ability to negotiation payment
• Strong problem solving skills
• Basic data-entry and typing skills
• Basic mathematical abilities
• Alliance Data offers a competitive salary and a comprehensive selection of benefit options including 401(k)
• Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with all applicable laws
• Alliance Data is an Equal Employment Opportunity employer
• Alliance Data participates in E-Verify
• Receive inbound phone calls and assist current and potential customers with orders, returns and product questions
• Keep accurate and daily records
• Learn products and keep informed of new products introduced online
• Establish good working rapport with customers, vendors and other company departments
• Create a positive and professional image for the company
• Remain current in your knowledge of products, programs, processes and policies
• Typically, 1-2 years of working experience in related fields
• Possess excellent verbal and written communication skills, including professional telephone skills
• Ability to maintain a professional attitude
• Knowledge of and familiarity with computers, Microsoft Office applications and the Internet
• Knowledge of company policies, procedures, guidelines, and practices
• Excellent team building, customer service, and interpersonal skills
• Must be able to meet minimum productivity standards set that apply to a Level I Monitoring Representative
• Must meet minimum quality standards set for them (90% or better average on quality assurance)
• High School Diploma or General Education Degree (GED) and 3+ months related experience or related training/certification preferred
• Monitoring Representative must be licensed to work in all States mandating requirements which is handled internally for all new hires

Customer Care Call Center Representative Resume Examples & Samples

• Acquire and maintain company and product knowledge needed to assure quality response to customer inquiries
• Achieve Tracker Way Certification
• Work within and support the Process Driven Environment of the Customer Care Call Center
• Collaborate with retail store and Boat Sales Connection teams to produce satisfying outcomes for customers
• Support other team members as needed
• Contribute to team process improvement efforts designed to deliver efficient and customer-centric outcomes
• Perform contact documentation and reporting tasks prescribed by team operating standards
• Inbound/outbound call center/customer support center experience
• Strong telephone skills, including voice quality, enunciation, grammar, listening
• Excellent writing skills, including ability to compose grammatically correct consumer communications
• Punctual and reliable work attendance
• Proficiency with office and call-center software, e.g., web browsers, Word, Excel, PowerPoint, CRM applications
• The ability to succeed in a fast-paced goal, oriented environment
• Team-orientation and positive attitude
• Provide world class customer service to customers by answering questions, resolving issues and assisting with financial transactions. This is on inbound and outbound calls
• Research complex issues for customers in order to support their requests, making outbound calls to provide customers with updates or to gain additional information
• Cross train in different areas to expand knowledge base and develop new skills
• Front-line of problem resolution, solving issues, and be responsible for items needing further research, and completing outbound calls to clients for follow up
• High School Diploma or equivalent
• At least one year of previous customer service experience within retail, banking, or financial services preferred
• Must have experience with outbound calls to clients or customers
• Intermediate computer proficiency, including keyboarding skills and the ability to navigate through multiple computer systems
• Type a minimum of 30 wpm
• Real passion for excellence in service and attention to detail
• Operational hours are Monday through Friday between 7 am and 7 pm. You must be available to work any nine hour shift within that time-frame

Related Job Titles

Call Center Resume & Guide

When you are on the hunt for a new Call Center Representative position, it is essential to check out clear and professional example resumes first.

With hundreds of other Call Center Representatives looking for a new job every day, you want to make sure your resume stands out by being both informative and intriguing. Have a look at our 2020 Call Center Resume & sample guide.

What you can read in this article

Call Center Resume Examples

Or download these resume examples in PDF at the bottom of this page for free

The Call Center Resume Writing Guide

What to highlight.

No matter how long you have been working as a Call Center Representative, there are some key things that every employer wants to see on your resume.

Since a Call Center Representative’s job is very metrics-driven, potential employers want to know what your average call times are, how many calls you took per day, and what your first call resolution rates were. They also want to know what level of the call center you are comfortable working on, for example, if you were the first person a customer would talk to (L1) or if you received escalated or complex calls (L2 / L3).

Next, an employer wants to see what type of environment you were in, including the number of people in the call center and the industry. There is a big difference between working alongside five coworkers versus working alongside 500 other representatives.

Lastly, an employer wants to know what kind of issues you were dealing with on your calls. Did customers call you to discuss billing issues? Or did they call to inquire about new products or services? Be as concise as you can and explain all of the types of calls you are familiar with fielding.

Resume Sections

1. Contact Information : Name, Address, Email, Phone Number, Nationality

2. Profile : 1 – 3 sentences giving a broad overview of your profession, years of experience in the industry, and specific areas of specialty (ex. Billing, Products & Services, Technical Troubleshooting)

3. Employment History : Showcase your employment history and include a list of your daily responsibilities. If you are new to being a Call Center Representative, you can add other employment (ex. Server, Sales, etc.) to show you have work experience. If you have been in the industry for a while, only include your Call Center Representative experience.

4. Education/ Certifications/ Coursework/ Training : It is not necessary to have more than a high school diploma to be a Call Center Representative. If you have a degree, list it here. You can also add any special training or certifications that you have received.

5. Key Skills : List of key skills that you possess. These should reflect the key skills that are listed as required in the job postings you are applying for.

6. Languages : This is very important for Call Center Representatives. List all languages you can speak, including your level of proficiency.

Call Center Representative Job Description & Responsibilities

No matter how long you have been a Call Center Representative, try incorporating these responsibilities under your employment history:

• Answering inbound calls in a friendly and courteous manner
• Using the appropriate dialing systems to make outbound customer/ client calls
• Discussing billing or technical issues with a customer, researching the issues, and providing the appropriate solutions
• Informing customers about additional products and services
• Following the conversational script
• Escalating customer calls to supervisors when needed
• Improving customer retention through specialized programs and services
• Utilizing proprietary software systems to complete service orders and requests
• Answering customer questions regarding services, products, billing, claims, and equipment

Quantifying Your Resume

Employers love numbers because it makes your experience feel more tangible. When writing your resume, if you can answer the questions, “ How much ?” or “ How many ?”, you should include that number. For instance:

• How many calls did you field per shift?
• What was your average call time?
• What was your first call resolution rate ?

The Importance of Soft Skills

When it comes to Customer Service Representatives, soft skills are of the utmost importance. You are, in essence, the face and voice of a company, so employers want to know that you will give their customers a professional and pleasant experience. To show employers that you have the soft skills they are looking for, try to incorporate these into your profile, key skills, and cover letter sections:

• Written & Verbal Communication
• Professional
• Approachable
• Process-Oriented

Keywords for your Resume

Never make your employment history sound like a massive list of tasks. Instead, help potential employers envision you performing the job by using these Call Center Representative-specific action verbs:

Related Cover Letters

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Call Center Customer Service Representative Job Description, Duties and Responsibilities

This post presents detailed information on the call center customer service representative job description, including the key duties, tasks, and responsibilities they commonly perform.

It also highlights the major requirements that you may be expected to fulfill to be hired for the call center customer service representative role by most recruiters/employers.

What Does a Call Center Customer Service Representative Do?

A call center customer service representative is responsible for providing high-quality customer service to customers by offering courteous and efficient services.

The call center customer service representative job description entails providing solutions and answering queries of customers, and also referring unresolved issues to superior authorities.

It also involves handling complaints professionally, efficiently, and with positive attitude.

The main task of a call center employee is to take telephone orders and complaints, add them to the database and then process them through the various checklists and forms after all necessary verifications have been complete.

Call center customer service representatives provide basic information about the products and services provided by the organization to clients.

They provide better solutions to customers in an eventuality or emergency situation in order to retain them as regular clients of the business firm being well-versed with the current products, policies, and procedures of the organization.

Call center customer service representatives handle multiple tasks at the same time and prioritize their workload according to urgency of the matter.

They are responsible for contacting customers, who have outstanding payment issues and work out repayment schedules with them in order to avoid penalty fees charged by credit collection agencies.

It is also their duty to send reminders to clients who have not made payment on time or those who have delayed payments.

They are required to reply to customers promptly and answer their queries within a given period of time.

The call center customer service representative work description also involves making sure that all forms of communication are delivered effectively, whether it’s email, telephone, SMS, or social media.

It also includes taking and maintaining notes of every conversation with customers for future reference and documentation purpose.

Call center customer service representatives have a duty to make sure that all details of customer service are documented in the internal system.

Call Center Customer Service Representative Job Description Sample/Example/Template

The call center customer service representative job description consists of the following duties, tasks, and responsibilities:

• Provides information, support and assistance to customers for a company’s products and services. May answer questions about the company’s products and services, such as pricing, ordering procedures, or delivery time
• Takes orders from customers and enters the orders into an order-entry computer system, verifying information such as telephone number, credit card number, and billing address
• Schedules appointments for client demonstration of products or services that require a sales representative to contact the customer at home or in a business office. Some call centers schedule these appointments automatically based on stock inventory levels and sales history. This is also called telemarketing
• Takes orders over the telephone and enters them into an order-entry system. Interprets information such as billing address, phone number, and credit/debit card number
• May help customers resolve problems with products or services and may educate customers about product or service needs
• Maintains customer files to keep track of customer account information, including credit ratings and other pertinent data for the company’s products or services
• Gives technical advice by telephone to corporate security personnel regarding new products, procedures and policies concerning current systems, processes, and technology. These are also called technical support representatives (TSRs)
• Provides information to the media on the company’s products and services
• Offers administrative support to supervisors and managers
• Schedules meeting rooms, coordinating travel arrangements and making hotel reservations for sales representatives, or inform customers of company policies regarding such issues as product warranty or repair procedures
• Takes continuing education courses in computer-related technologies to keep abreast of new hardware and software developments that affect the call center industry.

Call Center Customer Service Representative Job Description for Resume

If you have worked previously as a call center customer service representative or are currently working in that position and are making a new resume or CV, then you can craft a compelling Professional Experience section for your resume by applying the sample call center customer service representative job description provided above.

You can express the duties and responsibilities of a call center customer service representative that you have performed or presently performing in your resume’ Professional Experience by utilizing the ones in the above call center customer service representative job description example.

This will show to the recruiter/employer that you have been effective performing the call center customer service representative duties and responsibilities, which can greatly enhance your chances of being hired, especially if the new job that you are seeking requires someone with some call center customer service representative work experience.

Call Center Customer Service Representative Requirements: Skills, Knowledge, and Abilities for Career Success

Here are important requirements that you may be asked to meet to be hired for the call center customer service representative role by most employers/recruiters:

• Basic computer literacy skills on MS Excel, Word, and PowerPoint
• Great writing and communication skills (English, both written and verbal) and ability to write resolving letters
• Good listening, organizational, and interpersonal skills
• Hands-on experience in call center/telemarketing
• Ability to work from anywhere in the world at any time in case of emergency
• Presentation skills to make effective presentation to clients during customer support
• Good analytical skills
• It is recommended to pursue Bachelors’ or Master’s degree in English or Journalism
• Good telephone voice and presentation skills, able to talk on the phone for at least 30 minutes per day on average for more than 16 hours per week.

Call Center Customer Service Representative Salary

According to Glassdoor, the estimated total pay for a call center customer service representative in the United States is $48,561 per year, with an average salary of $31,509 per year.

This post is useful to individuals interested in the call center customer service representative career.

They will be able to learn all they need to know about the duties and responsibilities usually carried out by call center customer service representatives, to effectively decide if that’s the job they want to do.

It is also helpful to recruiters/employers in making a detailed job description for the call center customer service representative position in their companies for use in hiring for the role.

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5 Expert Tips to Write Your Customer Service Representative Resume [+Templates and Examples!]

Published: July 18, 2024

Does the thought of having to write or update your customer service representative resume make you want to pull your hair out?

Before you do that, I’m here to help! Writing an effective resume isn’t as challenging as it sounds. In my own experience, using a resume template helped me craft a winning resume. Now, when I want to apply for a new position, I just update my resume template and send it to the hiring manager.

Easy as pie.

Let’s go over what should be included in a customer service representative resume, plus learn a few tips and tricks to ensure your resume stands out from the rest.

Table of Contents

What should be included in a customer service rep resume?

Customer service representative resume examples, customer service rep resume templates, 5 tips for writing a customer service rep resume, use a template to craft your resume with ease.

In the past, customer service was my jam. I loved working the service desk because each day brought new challenges, allowing me to flex and develop my customer service skills. If you’re a customer service representative, you know how technical and specialized your job can be.

And, you need a resume that speaks directly to your skills and training. Not any resume will do, though. A generic resume leaves out critical information that signals to the hiring manager that you are the right fit for the role and what unique value you can bring to the role.

Let’s look at the elements of a customer service representative resume, so you can understand how to best highlight your skills for your own resume.

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1. Professional Summary

There’s debate on if a summary is a necessary element of your resume. In my opinion, if you’re applying for a role within customer service, you need a quick summary. Customer service duties vary from one position to the next, so summarizing your skills and work experience can be a great way to showcase your expertise.

2. Contact Information

Theoretically, when a hiring manager reviews your application, they most likely have all your materials in hand, including your application, resume, and cover letter. But this doesn’t mean you should skip adding your contact information to your resume.

Think of your resume as your calling card. Adding your contact information to your resume makes it easier for the hiring manager and eliminates potential frustration from the need to search for your info.

I cannot stress this enough: make sure your contact information is easy to find.

3. Professional Experience

The professional experience section of your resume is your place to explain your past work history. Be careful not to over explain your work history, though, as space is limited on your resume.

4. Education and Training

Depending on the role within customer service, the position might require an advanced degree or technical training. Be sure to include this information on your resume. You can also mention any relevant achievements in this section, like awards or certifications you may have received.

5. Key Skills

Recruiters only spend about six to eight seconds looking at your resume. That’s not a lot of time, so it’s safe to say most recruiters skim resumes without initially looking at them too closely.

One section of your customer service representative resume should highlight your skills that are relevant to the job description. Matching your skills to the job description helps recruiters quickly understand your qualifications. Plus, with the increasing use of AI for applicant screening, matching your skills to the job description is a must.

Let’s take a look at some customer service resume examples to get a better idea of how to format your resume.

Reddit is the place to go when you need a real-life example of, well , anything, including customer service representative resume examples. Reviewing examples can help you understand what to include in your resume and what not to include.

Let’s take a peek at three customer service representative resume examples that I found on Reddit.

Customer Service Representative Resume: the Recent Grad

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IELTS Exam Preparation: Free IELTS Tips, 2024

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Take IELTS test in or nearby Elektrostal'

There is no IELTS test center listed for Elektrostal' but you may be able to take your test in an alternative test center nearby. Please choose an appropriate test center that is closer to you or is most suitable for your test depending upon location or availability of test.

Closest test centers are:

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Moscow, Russia

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An Overview of the IELTS

The International English Language Testing System (IELTS) is designed to measure English proficiency for educational, vocational and immigration purposes. The IELTS measures an individual's ability to communicate in English across four areas of language: listening , reading , writing and speaking . The IELTS is administered jointly by the British Council, IDP: IELTS Australia and Cambridge English Language Assessment at over 1,100 test centres and 140 countries. These test centres supervise the local administration of the test and recruit, train and monitor IELTS examiners.

IELTS tests are available on 48 fixed dates each year, usually Saturdays and sometimes Thursdays, and may be offered up to four times a month at any test centre, including Elektrostal' depending on local needs. Go to IELTS test locations to find a test centre in or nearby Elektrostal' and to check for upcoming test dates at your test centre.

Test results are available online 13 days after your test date. You can either receive your Test Report Form by post or collect it from the Test Centre. You will normally only receive one copy of the Test Report Form, though you may ask for a second copy if you are applying to the UK or Canada for immigration purposes - be sure to specify this when you register for IELTS. You may ask for up to 5 copies of your Test Report Form to be sent directly to other organisations, such as universities.

There are no restrictions on re-sitting the IELTS. However, you would need to allow sufficient time to complete the registration procedures again and find a suitable test date.

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