Call Center Services Agent I

ORNL Federal Credit Union; Oak Ridge (TN); On-site; USD 21,000 - 30,000; Full time

Job summary

ORNL Federal Credit Union is seeking Call Center Services Agents to assist members with telephone requests, explain services, resolve problems, and direct calls to the appropriate area. You will provide courteous, accurate service and safeguard member information in a teamwork-driven environment.

The role emphasizes responding to inquiries, guiding transactions, and identifying opportunities to offer additional products and services, with a focus on quality and compliance.

Qualifications

• One or more years of customer service experience required.
• One or more years in a call center environment preferred.
• High school diploma or GED required.

Responsibilities

• Provides accurate, courteous, timely and professional phone service.
• Answers questions about products and services and processes member transactions with zero errors.
• Directs calls to the appropriate area and escalates issues as needed.
• Identifies opportunities for products and services to members.
• Maintains security and confidentiality of member information.
• Works in a team oriented environment and meets performance expectations.

Skills

Excellent written and verbal comms

Detail oriented

Mathematical ability

Multi-tasking

Teamwork

Education

High school diploma or GED

Tools

Microsoft 365

Job description

Call Center Services Agents assist members and potential members with their telephone requests, explains services, responds to problems, offers additional products and services, and directs calls to the appropriate area.

Essential Functions & Responsibilities:

• Provides accurate, courteous, timely and professional phone service.
• Answers questions about products and services and processes member transactions with zero errors.
• Directs calls to the appropriate area. Directs escalated issues to the next level of authority.
• Demonstrates and identifies opportunities for needed products and services to members by utilizing skills that drive positive customer service results.
• Maintains security and compliance for member confidentiality.
• Interacts with others in a team oriented environment and consistently meets performance expectations.

Required Experience:

One or more years of customer service related experience is required. One or more years of experience in a call center environment is preferred.

Education:

A high school diploma or GED is required.

Other skills required:

• Must possess excellent written and verbal communication skills.
• Must be detail oriented with strong organizational skills.
• Must possess mathematical ability to preform basic math skills.
• Must have the ability to multi-task.
• Must be able to work well with others.
• Must be proficient with Microsoft 365.