Job Description
Position Overview
Call Center Agent responsible for handling inbound and outbound phone interactions with residential and business customers, managing the customer experience, and up-selling products and services.
Key Responsibilities
- Handle inbound and outbound calls in a courteous and professional manner.
- Ensure first‑call resolution through problem solving and effective call handling.
- Research systems to find missing information; coordinate with other departments when necessary.
- Accurately document and process customer claims in appropriate systems.
- Lead fact‑finding discussions to determine best options for the customer.
- Utilize knowledge base and training to answer customer questions while following scripts, policies, and procedures.
- Comply with requirements surrounding confidential and personal information.
- Escalate customer issues to the appropriate staff and managers for resolutio...