Call Center Representatives use their knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems. They speak with customers, listen to them gain a better understanding of their needs, and offer possible solutions.
Serve as the first point of contact for customers and injured workers, delivering excellent customer service. Answer inbound phone calls, identify and resolve caller needs, and provide information.
Manage large amounts of inbound and outbound calls in a timely manner. Follow communication “scripts” when handling different topics. Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives. Seize opportunities to upsell products when they arise.