What are the responsibilities and job description for the Contact Center Representative position at Caliber Holdings LLC?
Service Center
LewisvilleJob Summary
Contacts potential and current customers and solicits sales by telephone and provides the highest standard of professionalism and courtesy to resolve customer questions and problems
Essential Job Duties
- Using ACD system to contact existing and potential Caliber customers on matters pertaining to insurance company assignments and estimates, Caliber-generated repair estimates, and customer pay leads. Following up on second chance opportunities.
- Following established guidelines to generate assignments reports, make telephone calls to customers, provide information, answer customer questions, maintain Insurance service level agreements and update the company's business management computer system.
- Contact Insurance Representatives to determine coverage and liability.
- Conduct ACD outbound calls in support of the Caliber Follow-up SOP procedures in order to achieve Assignment conversion rate and department goals. Must be able to listen, identify and qualify customer service and sales opportunities to service our customers' needs in a prompt and professional manner.
- Resolve first-tier customer questions, concerns and complaints.
- May also handle incoming customer calls and make arrangements for towing service and rental car delivery, provide vehicle repair status, or providing alternative contacts for resolving customer issues.
- Other duties as assigned
Skill/Requirements
- High School diploma or GED
- Minimum 0-2 years of customer service or sales experience
- Oral communication skills
- Customer/client orientation
- Problem-solving skills
