Performed day-to-day Call Center activities including inbound customer support and troubleshooting, and email interaction with customers. Managed customer accounts for multiple Guthy-Renker product lines. While answering a call, the agent has to sound alert, confident, and friendly, setting the tone for the entire conversation. Offered additional services to clients such as internet and cell phone accessories. Reviewed and utilized multiple computer programs simultaneously to review documents, account history, and company policies and procedures. Monitored team telephone calls for quality assurance. Handled direct personal relationships with State Farm Agents by scheduling appointments on their personal calendar with their clients. Convince the hiring manager that you’re the right choice by incorporating these tips into your resume. Collaborated with other internal departments to resolve customer service escalations. Entered data and maintained a database of existing customers or potential customers. Provided customers with product and service information regarding all concerns with the bus lines. Listened to the customers needs and ensure they received all products needed. Received a Customer Service Award for an outstanding track record of positive customer feedback. Gathered customer orders from warehouse shelves ensuring order accuracy. Entered all necessary and accurate information when taking messages. Answered phones, helped customers by going over billing statements, took payments, made payment arrangements. Responded to minimum of 30 emails daily regarding scheduling appointments on line. Answered inbound calls within a call center environment for directory assistance customers. Navigated efficiently through multiple computer systems to accommodate customers needs. Handled confidential and sensitive information under the HIPAA Law. Received up to two hundred and fifty inbound calls daily including transferred sales leads and calls from current and potential customers. Handled customer complaints and cable/internet service. Ensured that discrepancies were corrected and appropriate changes were made to resolve customer issues. After all, you’re the first person customers turn to to get their questions answered and their problems solved. Obtained patient medical information by making telephone calls and verifying demographic information. Provided support to internal and/or external customers regarding order status, product availability and description, problem resolution and miscellaneous inquiries. Communicated product and service information, feature functionality and equipment usage. Utilized internal computer systems to facilitate customer calls and problem resolution. While some states are slowly returning back to work, how we conduct business may change. This not only helps you feel more confident in the answers and solutions you’re offering, but also increasing the likelihood of a positive experience for customers—which is really what your job is all about. Provided exceptional customer service while placing telephone calls to encourage participation in promotional event. Navigated internal computer system to look up customer information and update policies. Performed inbound/outbound calls to assist and direct Colorado Medicaid providers. Answered high volume of calls and helped customers make changes to their accounts as well as open accounts for new customers. To ensure the customer experience doesn’t suffer from unexpected circumstances, you need to be ready to handle anything that’s thrown your way. Maintained security of customer's personal information while placing orders of various products. Located resources for problem resolution and designed best option resolutions. Provided excellent customer service to clients, while utilizing ever changing company policies and procedure. Maintained accurate CRM records and captured customer feedback. Contacted and interacted with insurance companies, nurses, and social workers to verify information for accurate billing and reimbursement. Utilized empathy techniques to establish rapport with the customers, gain their trust, and negotiate payment arrangements. Marketed product with up sales, placed orders and processed credit card transactions, implemented customer service skills to complete orders. Executed excellent communication and problem solving skills when dealing with challenging situations and customers. Performed daily maintenance of customer request and warranty information along with replacement request and technical support for different models of tablets. Call Center Representative responsibilities include: Managing large amounts of inbound and outbound calls in a timely manner Following call center “scripts” when handling different topics Identifying customers’ needs, clarify information, research every issue and providing solutions Assisted caller with scheduling appointments, prescription refills, primary care and specialized care services in accordance with TRICARE. Utilized data entry skills to maintain documentation of calls and accurate records to contribute to regulatory compliance and department efficiency. Resolved problems by clarifying information & researched customer accounts. With that in mind, you need to have great attention to detail and pick up on the things the customer is and isn’t saying. Updated patient accounts by entering insurance information, taking payments, and setting up payment arrangements. Managed franchise territory consisting of 15 states and 100's of clients with high volume of incoming and outgoing calls. Promoted a positive corporate image and customer perception of Verizon. Answered inbound calls regarding financial aid questions and eligibility. Provided information regarding where customer orders were. up-to-date records at all times. Prepared and submitted claims to various insurance companies, either electronically or by paper. Provided information about products to answer customer questions. Resolved customer questions and complaints regarding online and mobile banking, credit cards, loans and checking accounts. Provided assistance and accurate information to clients concerning their retail accounts. Performed efficient and accurate data entry researching and analyzing customer accounts. Provided general telephone coverage* Handled customer inquiries* Sold product and placed customer orders* Achieved and exceeded daily quotas. Entered application data into the CARES automated system and delivered quality customer service to members. Executed daily operations of taking customer orders by telephone and processing information to fulfill customer requests. Managed 300-425 calls daily; provided inbound and outbound customer service communication utilizing complex telecommunication equipment. Maintained HIPAA guidelines and regulations for working with secure information. Recommended new products and additional services to advertisers, resulting in additional sales. Provided benefits consulting and solutions, knowledgeable with Cobra information and enrollment & Medicare. Provided applicants who exhibited the need for additional services a referral to a disaster case manager through Catholic Charities. Maintained a desire to meet customers needs, and displayed leadership. The Ability to Communicate Call center agents spend the majority of their time at work talking to people they have never met before. Managed complex Medicare Medicaid billing entry and retrieval systems. By continuing to use our site, you accept our use of cookies and information. Delivered superior customer service through problem resolution, and negotiation techniques. Worked in the new business side helping insurance agents with new customers get the clients approved for life insurance. Facilitated records management and data entry for Health Net Federal Services. Screened incoming and outbound calls to ensure quality standards, coordinates and facilitates call calibration sessions for call center staff. Achieved recognition for outstanding service and met high quality standards. Increased customer satisfaction 100% and recognized for exemplary communication and problem resolution skills. Identified, researched, and resolved customer billing issues using computer software Icoms and Inav. Tracked customer interaction with industry specific account software. Include examples of teamwork, problem solving, attention to detail, time management, and leadership. Contacted private individuals by telephone to provide product information. Trained and certified in HIPAA regulations in 2008, 2009, 2011, and 2012. Answered calls and assisted beneficiaries with Medicaid related questions. Received emails including transferred sales from current and potential customers. Performed browser and application maintenance to streamline end-user Internet experience. Received inbound calls in high volume call center from mobile customers regarding account billing and/or technical support on various devices. Received calls and e-mails from potential clients and handled in-take matter. Gained call center experience by providing great customer service and assisting employees with numerous technical/non-technical support. Recorded customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken. Processed orders for personalized products and additional services. Demonstrated strong telephone communication skills to assist senior citizens with their health care plans. Time to Answer: This is a measurement, usually expressed in seconds, of the time from when a call is received until it is answered by an agent.It is a measure of the call center performance rather than of the agent performance. Listened to and achieved the customers needs for service as well as selling products to them that they would benefit from. Contacted potential clients to invite them to an estate planning workshop. Provided timely and accurate information in answer to customer questions. Provided quality service while following strictly defined company policies, processes and procedures. Provided exceptional customer service, resolving client inquiries, providing new product information. Handled outbound calls to new customers in a professional and courteous manner. Provided answers to customer questions ranging from marketing & promotions to event planning, performances and menu selections. Called all applicants to verify personal information. Handled customer complaints, inquiries, billing questions, payment/account concerns and service requests. Followed established policies and procedures for all customer interactions. Certified customer service/ Technical troubleshooting agent for third party company Wind Stream Internet Services. See the top skills and abilities that make the best call center agents in 2019! Better communication includes both amazing speaking skills & active listening skills. Received customer complaints/feedback and reported it to the appropriate departments and managers. Answered customer questions as they related to Credit terms, Prices, product availability and use. Handled inbound calls, updating account information and managing customer renewals. Addressed and resolved customer product complaints empathetically and professionally Defused volatile customer situations calmly and courteously. Identified customers needs, clarified information, researched issues to find the correct solutions. Researched required information using available resources well within the established service level agreement. Managed high call volume with tact and professionalism Acted professionally and patiently when addressing negative customer feedback. Followed a set criteria and procedures to provided technical support to approximately 55,000 end users nationwide. Maintained privacy of customer personal information. Provided customers with product and service information, sold optional products and services, transferred customer calls to appropriate staff. Provided technical assistance to customer regarding online technical issues, troubleshooting and system progression via the internet. Forwarded comments and suggestions to appropriate departments for consideration. Call Center Representative job profile Required extensive product knowledge and database management skills to achieve required sales goals. Communicated comprehensive knowledge base to provide timely and appropriate telephone caller referral and problem resolution. Provided timely and accurate information to incoming customer calls and requests. Provided customer service in a high volume inbound call center to individuals calling about health care. Worked as a customer service representative for an established marketing company. Answered all customer questions regarding their responsibilities within the program guidelines. Provided management with up-to-date status reports on the progress of various requested information. Dispatched service requests to company technicians for problem resolution. Probed potential clients to find out needs and recommend services accordingly. Managed and resolved customer complaints Assisted with problem resolution for customers, documented files, and entered customer information into a computerized database. Answered inbound telephone calls, provided accurate information by answering questions regarding the University. Assisted customers with scheduling appointments while documenting patient concerns in EMR. Communicated with insurance companies to obtain patient benefits and prior authorization information for procedures. Trained new hires in the call center and handled large amounts of cash as a teller. 5 Workplace Trends (and Tips) That Will Change How You Recruit Financial Talent, 6 Common Questions Job Seekers Have About Working in a Call Center, Businesses Are Placing an Emphasis on Workplace Diversity, 9 Tips for a Strong Video Job Interview During COVID-19. Acquired ability to handle irate customers with best possible solution to maintain customer loyalty and trust. 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