Senior Call Center Representative

Job Summary

Handling a high volume of inbound client requests, the full-time Senior Call Center Representative will provide information, process customer profile changes, and resolve inquiries while working remotely.

Key responsibilities

• Research and resolve complex customer inquiries and escalations, ensuring first call resolution
• Determine root causes of client issues and coordinate with internal departments for resolution
• Document customer interactions and provide mentorship to new hires

Required qualifications

• High School Diploma or GED
• 4 - 6 years of related experience in a call center environment
• Strong understanding of business rules, products, and procedures
• Experience in client retention strategies
• Ability to participate in departmental and interdepartmental projects