Customer Service Representative /Call Center Agent Job Description

Responsibilities:
Receive inbound calls from participants with regards to 401(K) or other Retirement Plans
Answer participant questions, as well as question participants to obtain full understanding of what information is being requested.
Document all calls with regards to participant inquires accurately using Call Tracking System.
Monitor Call Tracking for responses from administrative team so call returns are done in a timely fashion.
Follow-up with participants within a 24-hour period in regards to the initial phone call. Even if it is to just touch base and let participant know inquiry is still be researched.
Knowledge of products
Provide quality customer service on every call.
Communicate clearly and effectively with participants.
Promote good listening skills.
Manage length of calls.
Recognizing and managing assertive customer calls.
Promote teamwork and call center success.
Review monthly publication of Effective Telephone Techniques.
Listen to and critique recorded conversations for purposes of improving customer skills. Organize and prioritizes duties.

Core Competencies:

Excellent Typing Skills
10-Key Adding Machine
Moderate computer skills, PC & Internet
Knowledge of Microsoft Windows
Knowledge of Microsoft Word
Excellent Customer Service Skills
Professional Phone Manner
Excellent written communication and documentations skills
Maintain basic knowledge of Employee Benefits
Commitment to Call Center Success

Expectations:
Attend all in-house training.
Attend out side training classes when appropriate to improve customer service skills.
Complete CBT program within 6 months of hire date.
Promote reliability and dependability.
Complete Call Tracking tickets on each call.