Call Center Representative - The Panther Group
Auburn, MA 01501
About the Job
Job description
The Panther Group has an immediate need for Call Center Representative in the Auburn, MA area.
Job Description:
Under the direction of the Supervisor, the Customer Service Representative (CSR) is the primary point of contact for all program member needs. The CSR is responsible for all telephone account maintenance. The CSR determines the accuracy of account information, and ensures all required information is provided for security. The CSR enters information into the APC database, processes payments, and assists patrons in understanding the programs procedures regarding payment options, information changes, and violations enforcement. This responsibility includes ensuring patrons service requirements are protected and accounted for in accordance with set standards of performance.
Essential Duties and Responsibilities:
Required Skills:
Location: Training is 4 to 6 weeks, once completed if the candidate is meeting their goals / metrics they are open to remote work at that time.
Hours: Monday-Friday, 6:45AM-7:30PM, Saturday 8:45AM-1:30PM (rotating).
The Panther Group has an immediate need for Call Center Representative in the Auburn, MA area.
Job Description:
Under the direction of the Supervisor, the Customer Service Representative (CSR) is the primary point of contact for all program member needs. The CSR is responsible for all telephone account maintenance. The CSR determines the accuracy of account information, and ensures all required information is provided for security. The CSR enters information into the APC database, processes payments, and assists patrons in understanding the programs procedures regarding payment options, information changes, and violations enforcement. This responsibility includes ensuring patrons service requirements are protected and accounted for in accordance with set standards of performance.
Essential Duties and Responsibilities:
- Process telephone inquiries, fax information/applications to customer if required.
- Perform account maintenance, including address changes, vehicle changes, payments, adjustments, and statement requests
- Research overcharges, and submit for adjustment.
- Provide assistance to process/update expired credit cards, options changes, replenishment amounts, balance thresholds, address changes, and add tags, process applications, and correspondence.
- Prepare reports to include daily Phone Call Log.
- File applications and other paper work as necessary.
- Participate in the Quality Assurance process: Call Monitoring and auditing of Log Sheets and Correspondence on a monthly basis.
- Must remain professional under every circumstance with patrons and staff members
Required Skills:
- 1-2 years customer service experience
- Excellent phone skills, data entry skills, customer service skills, interpersonal skills, and problem-solving skills
- Adapt quickly, efficiently, and positively to various projects assigned
- Works well in a fast-paced, multi-task environment
- Must remain professional under every circumstance with patrons and staff members
- Must maintain a good attendance record
Location: Training is 4 to 6 weeks, once completed if the candidate is meeting their goals / metrics they are open to remote work at that time.
Hours: Monday-Friday, 6:45AM-7:30PM, Saturday 8:45AM-1:30PM (rotating).
Source : The Panther Group