Measuring Performance
Job Description: Call Center Representative
Position Focus: Answers inbound customer calls and troubleshoots hardware and software for personal computing sector
Reports to: Call Center Manager
Type of Position: Position Duration: Wage Type: Pay Rate:
Full Time Regular Non-Exempt $12.50 per hour
PRIMARY DUTIES
Obtains client information by answering telephone calls; interviewing clients; verifying information.
Updates customer information in system.
Determines nature of customer complaint by asking probing questions.
Guides customer through resolution process, including step-by-step instructions to resolve the issue.
Informs customers of exchange or return policies as appropriate.
Escalates problems to management when necessary.
Documents all call information according to standard operating procedures.
Informs clients by explaining procedures; answering questions; providing information.
Conveys positive, helpful attitude to customers at all times.
Maintains communication equipment by reporting problems.
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
Updates job knowledge by studying new product descriptions; participating in educational opportunities.
QUALIFICATIONS
High school diploma or equivalent
Proficient in relevant computer applications
Ability to communicate clearly via telephone
Knowledge of customer service principles and practices
Knowledge of call center telephony and technology
Some experience in a call center or customer service environment
Good data entry and typing skills
Knowledge of administration and clerical processes
ACKNOWLEDGEMENT
I acknowledge that I am employed by BANKS Industries and assigned the duties described in this document. I have read the above job description
and understand that I am responsible for carrying out the duties described within the job description, as well as additional responsibilities as assigned.
EMPLOYEE SIGNATURE DATE
EMPLOYEE NAME