• Answer and handle customer calls in a courteous and professional manner.
• Resolve customer concerns and inquiries promptly and efficiently.
• Document all customer interactions accurately and timely into company's systems or software.
• Follow call center st­­andards, guidelines and best practices to ensure excellent customer experience.
• Respond to customer emails, chats or voicemails and conduct follow-ups as necessary.
• Cross-sell and upsell products or services to customers when appropriate.
• Collaborate with team leaders, managers or other departments to resolve complex customer issues or complaints and escalate when necessary.
• Maintain up-to-date knowledge of company products and services to provide up-to-date and accurate information to customers.

A Call Center Representative is responsible for receiving calls, answering customer inquiries, resolving issues, and completing transactions. They must be knowledgeable of products and services, follow protocol, and maintain professionalism in all customer interactions. Their tasks include Scheduling meetings, coordinating with staff in other departments, and training new hires. They must gather customer feedback, process account adjustments and verify account credentials. It is also the Call Center Representative’s responsibility to ensure their monitor daily reports to improve metrics that contribute to overall team success, resolve call center matters, and keep their online data reports up-to-date.