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Customer Service Represenative Call Center

Location : College Park
Job Type : Internal Direct
Hours : Full Time
Required Years of Experience : 1
Required Education : HS/GED
Travel : No
Relocation : No

Job Description :

At Bobby Dodd Institute, we believe in an inclusive world where people of differing abilities can lead more independent and purposeful lives when provided the right guidance, support and opportunities.


 


JOB SUMMARY


Answer incoming calls that frequently result in limited downtime between                                   


calls. Independently research correct answers to customer questions                                


within the provided online database. Accurately notate all accounts per                           


protocol. Maintain strong knowledge of products, FAQs, and                                  


processing steps. Provide efficient, courteous customer service in a                                  


 fast-paced environment. Professionally handle disgruntled or rude                                   


 customers per protocol.       


                       


ESSENTIAL DUTIES/RESPONSIBILITIES


Answer inbound and/or place outbound calls professionally.                


Respond to customer inquiries.               


Research required information using available resources.                    


Provide customers with product and service information.                     


Enter customer information.                   


Process orders, forms and applications.             


Identify and escalate priority issues, including complaints.                   


Route calls to appropriate resource.                   


Follow up customer calls when necessary.                     


Complete call logs and any required forms.                   


Adhere to scheduled log times into computer and accepting calls.                   


Protect all personal health or financial information at all times.                      


                 


This may not constitute an entire list of duties


 


Required Qualifications :

REQUIRED EDUCATION AND EXPERIENCE


        HS/GED


 


 


PREFERRED EDUCATION AND EXPERIENCE


Proficient in quickly researching, understanding, and communicating                     


information found online.                           


Know how to deliver friendly, professional customer service to callers.                 


Ability to listen to callers and accurately and quickly type information                     


at the same time. (Multitasking)                              


Ability to quickly learn and adapt to required administrative protocol.                    


Excellent active listening and interpersonal skills, even if caller is rude.                  


Excellent verbal and written communication skills with emphasis on                       


probing for detail as needed.                    


Strong attention to detail and organizational skills.                          


The ability to treat each caller as an individual and provide a great                            


customer experience.                  


Must have a "can do" attitude, strong work ethic, and ability to keep a                  


cool head during busy call times.                              


Ability to professionally handle a rude caller, recover, and move on.                       


Ability to handle high call volumes during peak times and make                                


sound recommendations to customers.                               


Ability to work and research answers independently.                    


 


ADDITIONAL ELIGIBILITY QUALIFICATIONS  


Requires background check & successful score on HIPAA exam.                               


Must be available to work flexible hours, including weekends,                  


evenings and some holidays.                     


Must have good customer service skills


Must have reliable transportation


 


TOOLS AND EQUIPMENT USED


Computers, dual monitors, headset


 


PHYSICAL DEMANDS


Must be able to sit long periods of time


 


SUPERVISORY RESPONSIBILITY


none


TRAVEL


None


We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. BDI is a VEVRAA Federal Contractor.





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