Agent Job Description

[MelanieC]

Hi,

My name is Melanie and I have joined the management team for a small sized call centre that the company has just started.

We have a team of 15 and I am needing to impliment job descriptions for our new agents, however I am a little stuck.

It would be great if you could email me with a sample of job descriptions used for inbound call centre agents only - Customer Service and Technical Support are the areas we cover.
melanie.curtis@ncss.com.au

I greatly appreciate your help.

Cheers :-)

[LInda Hester]

Customer Service Representative
Job Description

Responsibilities:
Receive inbound calls from participants with regards to 401(K) or other Retirement Plans
Answer participant questions, as well as question participants to obtain full understanding of what information is being requested.
Document all calls with regards to participant inquires accurately using Call Tracking System.
Monitor Call Tracking for responses from administrative team so call returns are done in a timely fashion.
Follow-up with participants within a 24-hour period in regards to the initial phone call. Even if it is to just touch base and let participant know inquiry is still be researched.
Knowledge of products
Provide quality customer service on every call.
Communicate clearly and effectively with participants.
Promote good listening skills.
Manage length of calls.
Recognizing and managing assertive customer calls.
Promote teamwork and call center success.
Review monthly publication of Effective Telephone Techniques.
· Listen to and critique recorded conversations for purposes of improving customer skills.
· Organize and prioritizes duties.

Core Competencies:

Excellent Typing Skills
10-Key Adding Machine
Moderate computer skills, PC & Internet
Knowledge of Microsoft Windows
Knowledge of Microsoft Word
Excellent Customer Service Skills
Professional Phone Manner
Excellent written communication and documentations skills
Maintain basic knowledge of Employee Benefits
Commitment to Call Center Success

Expectations:
Attend all in-house training.
Attend out side training classes when appropriate to improve customer service skills.
Complete CBT program within 6 months of hire date.
Promote reliability and dependability.
Complete Call Tracking tickets on each call.

[Loviems]

Hi Melanie, I manage customer service for a small software manufacturing company. 90% of our calls are in-bound from our clients. The other 10% are calls made to check in with periodically with our clients.

Customer Service Representative
JOB DESCRIPTION


Division: Wage/Hour Status: Exempt
Location: Date Prepared: 2/25/00
Reports To: Customer Service Manager Date Revised:


JOB SUMMARY
Investigates and resolves software and hardware problems of the customer per established performance criteria. Effectively trains the customer to maximize the use of their system.
STANDARDS OF PERFORMANCE
 Pass competency tests during initial training period.
 Maintain regular and punctual attendance.
 Accomplish specific objectives in conjunction with the strategic plan of the Company as defined in the yearly performance plan.
 Accept assignments with open, cooperative, positive and team-oriented attitudes.
 Demonstrate a thorough knowledge of all aspects of department operation.
 Demonstrate effective oral and written communications with customers, department personnel and other company staff.
 Accurately regulatory processes as required.
 Follow department standard operating procedures (SOPs)
ESSENTIAL FUNCTIONS
 Respond to telephone calls from customers per the established criteria. May provide support to customers after hours and on weekends. Resolve problems efficiently and professionally by applying knowledge of software, applications and hardware.
 May train customer to maximize the use of their system. Training may take place within Company facility or at a customer site.
 Consistently and accurately enter service activity into the SupportMagic database.
 May manage the implementation process for a new customer from the time the sale is made to the point the customer is fully operational (live).
 May coordinate and provide training at regional training classes for customers.
 Promote and ensure that the customer service delivered is of the highest quality and that the standard bar continues to be elevated per the business plan for the year.
 Participate in plans for team activities - may be assigned to represent the product in the Product Management Team (PMT) process.
ESSENTIAL FUNCTIONS, CONTINUED
 Participate in the yearly performance plan with the manager based upon the Company goals and the key accountabilities for the department.
 Participate in the yearly performance appraisal with the manager.
 Work per Good Manufacturing Practice (GMP) and other quality standards by ensuring current standard operating procedures are in place and adhered to.
 Work in conjunction with Sales and Marketing to deliver the product to the customer per the contract and to maintain customer satisfaction so that all customers can serve as references.
 Adhere to Company policies as defined.
 May be involved in defining training curriculums, writing documentation, participating in system testing, and working with Quality Assurance for product releases.
AUTHORITIES
 Actively participate in team meetings.
 Assist in defining measurements of excellence in a performance plan and assessing these during the appraisal.
 Represent Company in a professional manner.
 Control expenses per established guidelines.
 Confer with co-workers to research customer problems and find solutions.
 Represent Company position in correspondence to customers.
 Confer with manager to clarify priorities, escalation processes, and assignments.
ACCOUNTABILITIES
Customer Service Staff, Customer Service Manager, Vice President Blood Bank Division, Chief Executive Officer.
PREPARATION, TRAINING, EXPERIENCE
 Previous work experience required in one of these areas
 Blood bank (transfusion service or donor center), or
 Chemistry (testing or statistics and quality control), or
 Pathology (transcriptions or reporting), or
 PhysicianÂ’s office (office management, claims processing, medical records, scheduling).
 Excellent troubleshooting, listening and problem-solving skills.
 Previous work experience in training others desirable.
 Able to transfer knowledge in the form of seminars; training experience.
 Previous computer knowledge and diagnostics desirable such as DOS, UNIX, local area networks; instrument interfaces, LIS interfaces; software tools such as Windows, Microsoft Office, statistical software, etc.
 Able to work in a stressful environment
MINIMAL TRAINING REQUIREMENTS
 Quality Systems
 Making a Difference Through Customer Service
 Project Management
 Company Quality PolicyÂ…"Put quality first by maintaining and continuously improving the quality of our operations, products and services so as to meet product specification and customer needs. Through this effort Mediware can provide safe, effective and reliable technology to assist our customers' healthcare endeavors."
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
 While performing the duties of this job, the employee is regularly required to sit for long periods of time; use hands to finger, handle, or feel objects, tools, or controls on computer; reach with hands and arms for phone and computer work; and talk or hear for extended periods while on the telephone. The employee is occasionally required to walk. Occasional car and/or airplane travel is required for this position.
 Specific vision abilities required by this job include close vision, some color vision, and the ability to adjust focus for close computer work.



SIGNATURES

Employee __________________________________ Date _________________________

Manager __________________________________ Date _________________________

[Grace Lee]

Hi,
I am managing a call center with 30 staff. The nature of business is insurance. Would like know any of u guys have samples of competency test for call center agent.

[anbetophillip]

This topic also is written in wikipedia and about.com.

You can find it by using Google.

Rgs

[amandapixen]

hi! I'm new here in this forum..I work in a call center as an outbound agent.though It's very hard than inbound but I really enjoy what I'm doing..