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