Description
Manage high-volume inbound and outbound calls and digital contacts to answer questions, take orders, resolve issues, and process payments. Use CRM and telephony tools to document interactions, update accounts, and schedule services. Follow scripts, policies, and quality standards while meeting KPIs in a fast-paced call center.
- • Handle high-volume inbound and outbound calls to answer questions, take orders, and resolve issues.
- • Use CRM and telephony systems to document interactions, create tickets, and update customer accounts.
- • Process payments, refunds, and billing adjustments in compliance with PCI and company policies.
- • Route calls to appropriate departments and take accurate, detailed messages.
- • Research account history, policies, and knowledge bases to provide accurate information.
- • Send digital confirmations, invoices, and service agreements via email or SMS.
- • Enter, verify, and proofread customer data, orders, and case notes.
- • Maintain and manage case queues, callbacks, and follow-ups to meet SLAs.
- • Respond to customer emails, chats, and voicemails and manage outbound correspondence.
- • Schedule appointments, deliveries, installations, or service calls.
- • Process returns, claims, authorizations, and service requests.
- • De-escalate complaints and provide timely resolutions or escalate to Tier 2 or management.
- • Adhere to call scripts, QA standards, compliance requirements, and confidentiality policies.
- • Monitor call metrics and personal performance; report issues and trends.
- • Provide feedback to improve FAQs, scripts, and knowledge-base content.
- • Assist teammates, mentor new agents, and share best practices as assigned.
- • Categorize and prioritize inquiries using disposition codes and case statuses.
- • Troubleshoot basic product, account, or access issues and escalate complex technical problems.
- • Maintain functional headsets and workstations and report system outages or equipment needs.
- • Participate in team meetings, coaching sessions, and training and capture action items.
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Management & Entrepreneurship
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Tasks & skills:
O*NET occupational data (work activities, skills, knowledge).
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Last reviewed: Jan 2026
