Job: Support Representative

Inbound Call Center 

General Purpose

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

Main Job Tasks and Responsibilities

• answer calls professionally
• respond to customer inquiries
• research required information using available resources
• handle and resolve customer complaints
• provide customers with product and service information
• enter customer information
• process orders, forms and applications
• identify and escalate priority issues
• route calls to appropriate resource
• follow up customer calls where necessary
• complete call logs
• produce call reports

Outbound Call Center 

General Purpose

Interact by phone with outside parties to solicit orders for goods or services, request donations, make appointments, collect information or conduct follow-up.

Main Job Tasks and Responsibilities

• contact businesses or private individuals by phone
• deliver prepared sales scripts to persuade potential customers to purchase a product or service or make a donation
• describe products and services
• respond to questions
• obtain customer information
• obtain possible customer leads
• data entry and maintenance of customer/potential customer data bases
• follow up on initial contacts
• maintain records of telephonic interactions, orders and accounts