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Call Center Representative

Company: Dunhill Professional Search & Government Solutions
Location: Chesterfield
Posted on: February 20, 2021

Job Description:

We are currently seeking Call Center Representatives to support our client on a new program. These representatives will be responsible for routine/basic inbound call, outbound call,--email, and web chat services, as well as back-office services. Performs services focused on customer satisfaction and adherence to established Service Level Agreements (SLAs). Completes--daily routine tasks and responsibilities to support the Customer Service department or programs.Job Responsibilities--- Supports customer to submit and process origination and disbursement transactions or creates and submits on behalf of customer.--- Assists customer with award origination and disbursement processing and identifying and resolving processing issues. --- Supports inbound calling, outbound calling, email, web chat and outreach to customer to assist in resolving batch edits and errors, missing documents and signature pages, fixing data. --- Provides monitoring support and outreach for batch processing issues and errors, edit code rejects, issue follow up and resolution as requested.--- Logs cases, or updates an existing case as applicable, to record each phone, email, or web chat communication with a customer. Each phone communication will require a manual process to link the call to the open case. All cases shall be logged in a web-based agent desktop application.--- Performs manual linking and unlinking of award records and promissory/agreement to serve notes.--- Performs analysis of COD borrower data integrity situations identified by Customer.--- Provides support to Customer to research and confirm COD processing status of data such as promissory notes, batch status, entrance counseling, exit counseling, borrower, grant recipient, borrower-servicer information, etc.--- Support Services shall be executed in compliance with processing and program guidelines published by Customer.Minimum QualificationsHigh School Diploma or GED0-2 years of Call center experience; 0-2 years of customer service or public relations experience.US Citizenship Required; Ability to obtain and maintain a government clearance or investigation. ?Other Job Specific Skills--- Ability to successfully adapt and perform during times of high call volume.--- Ability to provide effective customer service and deal tactfully and courteously with the public.--- Strong written and verbal communication skills.--- Strong listening ability to interpret and clarify information being provided by customers.--- Strong commitment to providing quality service.--- Ability to foster a good working relationship and rapport with customers.--- Keen attention to detail and accuracy.--- Ability to work well under pressure.--- Unwavering dedication to customer satisfaction and resolving customer concerns.--- Ability to convey enthusiasm, energy and sincerity over the phone.

Keywords: Dunhill Professional Search & Government Solutions, Chesterfield , Call Center Representative, Other , Chesterfield, Missouri

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