Call Center Representative

APR Consulting, Inc; Louisville (KY); On-site; USD 19,286,000 - 26,174,000; Full time

Job summary

A consulting firm in Kentucky is looking for a phone specialist to handle agent and partner inquiries. The role involves consistently addressing concerns, optimizing service processes, and complying with regulatory standards. Candidates should demonstrate strong customer service skills, have call center experience, and be adept at multi-tasking. This position is suitable for individuals who can manage a significant workload in a fast-paced environment.

Qualifications

• Experience answering 35-45 calls per day, with high performers handling up to 85.
• Must have comprehensive knowledge of customer service standards.
• Strong multi-tasking skills are essential.

Responsibilities

• Address and resolve agent and partner concerns effectively.
• Report findings to drive process and product enhancements.
• Respond consistently to service barriers while adhering to regulatory requirements.
• Address and resolve agent and partner concerns via phone to ensure service quality.

Skills

Customer service standards

Multi-tasking

Call center experience

Job description

• Client is seeking a phone specialist who will address and resolve agent and partner concerns.
• If necessary, report your findings to the appropriate business areas to drive process and product enhancements.
• Respond to barriers to perfect service in a consistent fashion, adhering to all regulatory requirements and internal processing timelines and guidelines
• Collect, analyze and interpret trend information to address and resolve pre-enrollment inquiries and other Agent needs

Qualifications

• Contractor will take 35-45 calls per day - Really skilled agents take up to 85 calls per day.
• Comprehensive knowledge of customer service standards
• Multi‑tasking skills (i.e. typing while on the phone with an agent)
• Previous call center or customer service experience