Contact Center Representative

Job Description

Job Description

CONTACT CENTER REPRESENTATIVE

Applications Due by Monday, January 5, 2026

POSITION SUMMARY

To assist members and potential members with their telephone and online requests, explain services, respond to problems, and direct phone calls to the appropriate department. This will be a closing shift, 8-5:30p M-F with a lunch.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Maintains member account information on computer system.
• Assures that appropriate records are maintained and required reports are prepared.
• Demonstrates proper telephone techniques and etiquette.
• Develops positive working relationships with both members and co-workers.
• Identifies cross-sell opportunities and cross-sells services to members.
• Performs other related duties as assigned

PERFORMANCE MEASURMENTS

• To direct all phone calls to the appropriate person with minimum transfers.
• To respond to all correspondence within one day.
• To answer telephone immediately.
• To process member transactions with zero errors.
• To maintain a professional appearance and atmosphere for the department.
• To adhere to all Trona Valley policies and procedures and all relevant federal regulations including BSA.

KNOWLEDGE SKILLS & EXPERIENCE

Required Skills

• Good listening, communication and telephone skills
• Ability to utilize resources to assist with making informed and sound decisions
• Computer skills

Interpersonal Skills

• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Job Posted by ApplicantPro