Inbound Call Center Rep -

Apply by eMail:15346795.185@jobfrenzy1.com

Description:
Large, stable company seeking a phenomenal inbound call center rep with longevity in their work history! Must have at least 3 years of recent experience in a call center environment. Longevity is a must!!! Must be able to pass background AND credit check. Customer service experience mandatory as well!

Analyzes customer needs and builds rapport.
Processes policyholder transactions.
Answers policyholders' billing questions and educates customers on billing options.
Makes alternate payment arrangements with customers after evaluating circumstances.
Keeps product knowledge current.
Identifies and generates cross selling and up-selling opportunities and sends to the appropriate distribution channel.
Messages are returned in a timely manner and within defined guidelines.
Responses to correspondence are made in a timely manner and within defined guidelines.
Transactions are processed within guidelines, accurately and within timelines.
Comment File is kept complete and accurate for every customer transaction.
Consistent monitoring of customer's billing status in all calls
Follows through on commitments (e.g. keeps promises to get answers and calls customer back).
Listens for customer emotions and reactions and tailors responses to build rapport and match customer pace.
Responds to customer questions and requests confidently, accurately and in a timely manner, providing reasons that explain decisions or actions.
Uses active listening and exhibits patience (asks for clarification, repeats key points, and defuses anger) when handling upset customers, letting them vent, listening, staying calm, empathizing, explaining the situation and saying "no" when necessary.
Makes sound decisions on billing/non-payment issues, working with the customer, billing and management to determine where deviation from payment plan is possible.
Actively tracks changes to policies, procedures, and coverage's through communication channels such as e-mail and intranet sites and incorporates changes immediately into routine and knowledge base.
Maintains a follow-up filing system to ensure previously agreed upon actions have been completed and conditions met; additional information has been received or decisions made; and any follow-up tasks are initiated.
Effectively manages time to ensure that online resources are reviewed, and changes are noted and incorporated into workflow appropriately.
Navigates through windows and screens quickly using keyboard shortcuts.
Quickly and correctly inputs information while keeping pace with customer

Requirements:


Education: Not Specified

Experience: Not Specified

Travel: Not Specified

Apply by eMail:15346795.185@jobfrenzy1.com

Job Created: Wed Oct 28 2009 04:27:20 AM
Last Modified: Wed Oct 28 2009 04:27:20 AM