Customer Call Center Representative II- San Antonio, TX

Customer Call Center Representative II- San Antonio, TX

The company is seeking seasoned Call Center Customer Service Reps onsite in their San Antonio, TX office. You will be responsible for answering, processing, and documenting all calls from customers and representatives. Acts as service liaison between the customer and internal operational staff, and delivers exceptional customer service at all touch points. Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests.

Primary Responsibilities :

• Offer excellence in service while answering, processing, and documenting a high volume of inbound calls in the most efficient manner possible
• Provide clients with world class customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
• Schedule appointments for examinees including initial, follow-up, and rescheduled appointments
• Clarify customer inquiries through active listening in order to research, locate, and provide information to the appropriate entities
• Maintain ownership of calls, including outreach or follow-ups with escalation team or department leadership
• Accurately document all call information in case management system according to standard operating procedures
• Efficiently utilizes tools and available resources such as : eProcess, Compass / APAS, One Notes, PRM and other tools as necessary
• Demonstrate compassion and professionalism when addressing complex inquiries and / or irate callers
• Recommend process improvement ideas for systems and processes to improve organizational efficiency

Required Qualifications :

Preferred Qualifications :

Additional Information :