call center agent

JOB TITLE:

Call Center Agent

JOB CLASS NUMBER:

CLR077

PAY GRADE:

G03

FLSA STATUS:

non-exempt

BUSINESS UNIT NAME:

Utility Billing

REPORTS TO:

Call Center Supervisor/ Utility Billing Manager

SUPERVISORY WORK:

SUMMARY

Under the direct supervision of the Call Center Supervisor, a Call Center Agent is an individual who works closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The Call Center Agent may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

To be a successful Call Center Agent, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

ESSENTIAL RESPONSIBILITIES

• Answers or makes calls to clients to learn about and address their needs, complaints, or other issues with products or services.

• Responds efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

• Engages in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

• Builds lasting relationships with clients and other call center team members based on trust and reliability.

• Utilizes software, databases, scripts, and tools appropriately.

• Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.

• Takes part in training and other learning opportunities to expand knowledge of company and position.

• Adheres to all company policies and procedures.

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  MINIMUM REQUIREMENTS High

  School Diploma or equivalent. More

  education or experience may be preferred. Exceptional

  customer service, active listening, and verbal and written communication skills, professional phone voice.

   

  KNOWLEDGE, SKILLS, AND ABILITIES. 

  Understanding of company products, services, and policies. Proficiency

  with computers, especially with CRM software, and strong typing skills. Ability

  to ask prying questions and diffuse tense situations. Strong

  time management and decision-making skills. Adaptability

  and accountability. Fluency

  in multiple languages may be desired. Working knowledge of customer service techniques, database systems, web-based systems, and billing systems Ability

  to deal effectively with others in a courteous manner. Ability

  to speak in a clear and concise manner. Ability

  to operate a variety of office equipment. Ability

  to ask appropriate questions to obtain necessary information. Ability

  to make sound judgments regarding customer issues. Ability

  to apply and calculate various rates associated with City services. Ability

  to operate a personal computer. Ability

  to understand and operate a variety of computer programs simultaneously. Ability

  to cope with heavy public traffic both in person and by phone with constant interruptions. Ability

  to multi-task. Undefined

  ADA PROFILE Reasonable

  accommodation will be made to enable individuals with disabilities to perform the essential functions of this position. While performing the duties of this Job, the employee is required to exert up to 10 pounds of force occasionally, and/or up to 5 pounds of force frequently, and/or up to 5 pounds of force constantly to move objects. The employee is also required to balance, crouch, feel, finger, handle, pull, push, reach, speak, stand, stoop, talk, see, and walk.  Also requires the ability to make rational decisions and preform repetitive motions.

   

  WORK ENVIRONMENT Will

  work Monday-Friday, 8am to 5pm. 

  The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state, and local law.

  The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case-by-case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office at

   

The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state and local law.

The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case by case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office