What are the responsibilities and job description for the Call Center Specialist position at Community Action Program of Evansville and Vanderburgh County?
BASIC FUNCTION: The Call Center Specialist serves as the primary point of contact for individuals seeking information and assistance regarding any of CAPE’s programs. This position involves handling inbound and outbound calls, providing accurate information, and ensuring excellent customer service. The specialist is responsible for addressing inquiries, resolving issues, and maintaining positive customer relations.
DUTIES AND RESPONSIBILITIES:
- Answer incoming calls: Respond to customer inquiries, concerns, or complaints in a timely and professional manner.
- Resolve customer issues: Identify the root cause of issues and provide effective solutions, escalating more complex problems when necessary.
- Maintain customer records: Accurately document all interactions in the customer relationship management (CRM) system.
- Meet performance metrics: Achieve individual and team goals, such as call handling time, customer satisfaction scores, and first-call resolution rates.
- Follow-up on customer inquiries: Ensure all open issues are addressed and resolved to the customer's satisfaction.
- Adhere to company policies: Follow all call handling procedures, confidentiality protocols, and compliance requirements.
- Handle multiple communication channels: Support customers via phone, email, and live chat as needed.
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