Call Center Agent

Call Center Agent – Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first-call resolution through problem-solving and effective call handling.
• Research systems to find missing information and coordinate with other departments when needed.
• Accurately document and process customer claims in appropriate systems.
• Lead fact‑finding discussions to determine the best options for the customer.
• Utilize knowledge base and training to answer customer questions while following scripts, policies, and procedures.
• Comply with requirements surrounding confidential and personal information.
• Escalate customer issues to the appropriate staff and managers for resolution when needed.
• Attend meetings and training and stay up‑to‑date on changes to the program, systems, and processes.
• Adhere to all attendance and work schedule requirements.