Clerk-Call Center

Using a computerized system, responds to customer inquiries in a call center environment. May perform one or more of the following: • Responds to telephone inquiries and complaints using standard scripts and procedures • Gathers information, researches/resolves inquiries and logs customer calls • Communicates appropriate options for resolution in a timely manner • Informs customers about services available and assesses customer needs • Provides functional guidance, training and assistance to lower level staff as mentor • Provides assistance, training and troubleshooting support to lower level staff as mentor • Schedules work to ensure accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems • Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness • All other duties as assigned