Call Center Representative

• Handles simple to moderate inbound or outbound telephone initiated calls in a timely, professional, accurate and courteous manner; pass quality assessment rating.
• Ensure accurate and timely response and processing of identified client/advisor telephone-initiated requests and facilitates resolution of some complaints
• Logs calls in the SalesForce CRM system accurately, completely, concisely w/in 24 hrs and immediately refers requests beyond scope to the appropriate staff.
• Monitors unresolved/referred CRM cases; coordinates w/ back-end support unit all requests and updates CRM service requests (SR) until resolved based on agreed turnaround time.
• Prepares required minor reports accurately based on agreed TAT.
• Retrieves voicemail messages and create SRs for valid calls.
• Acts as back-up telephone operator as needed and transfer calls accurately.
• Adhere to all measurable department performance standards including but not limited to the following: schedule & break adherence, quality, productivity, accuracy, etc.