Call Center Representative

Interfaces with customers to resolve 1st and 2nd tier/escalated customer service issues. Investigates, analyzes, coordinates, and tracks moderately complex customer issues.

Conducts research as needed. Escalates issues for action as appropriate to more senior or specialized staff for immediate action.

Creates and maintains logs, reports, records, and files.

Makes proactive calls to determine issues requiring close attention, identifies problems and works through to resolution.

May interface with offshore Call Center to answer questions on process or specialized situations.

May perform order fulfillment. Receives orders, reconciles information, tracks on spreadsheets, and follows up with customers. May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.

Performs other duties as assigned, such as special projects.

job Qualifications Education, Experience, Knowledge, and Skills :

High school diploma or equivalent

Typically requires 2+ years related experience (college education may count for related experience)

Works under limited supervision

Responsible for completing assigned tasks within guidelines

No direct reports

Industry or functional experience highly preferred

Requires extensive knowledge of the company's products and services

Strong MS Office skills: May need to create spreadsheets and presentations

Excellent verbal and written communication skills

Excellent customer service skills

Intermediate math skills

Advanced problem-solving skills

Ability to work under pressure and remain flexible to changing schedules and demands

Ability to understand, respond and resolve a wide range of customer issues that are complex in nature.