CALL CENTER ASSOCIATE JOB DESCRIPTION

A Call Center Associate handles what no automated system fully can: the moment a frustrated customer needs a real answer. When calls go unresolved or records are documented incorrectly, complaint volumes rise and customer retention falls. This role owns inbound and outbound contact handling for a consumer-facing operation, sitting within a front-line service team that measures performance against answer rate targets and first-contact resolution. The work demands steady judgment under volume pressure.

As the Call Center Associate, you resolve customer inquiries across inbound and outbound channels, maintain accurate interaction records, and escalate unresolved issues through the correct channels to protect customer retention. You operate within a structured contact center team, working under call center leadership and alongside fellow associates to meet daily volume and quality benchmarks.

Career Impact: Experience handling high-volume consumer contact across complaint resolution and account follow-up builds a measurable service record that carries weight in customer operations careers.

Business Impact: Each resolved call and accurately documented record directly reduces repeat contact volume and prevents escalations from reaching management unnecessarily.

Growth Opportunity: Associates who demonstrate consistent answer rates and documentation accuracy are well-positioned to advance into team lead, quality assurance, or client services roles.

• Handle inbound and outbound customer calls to resolve inquiries accurately and within service timeframes.
• Document all customer interactions and update records in required systems following each contact.
• Escalate unresolved complaints through the appropriate channel to management to ensure timely resolution.
• Follow up with customers on open cases to confirm resolution and maintain satisfaction rates.
• Communicate with customers regarding unpaid accounts to facilitate resolution where applicable.
• Recommend process improvements to management based on recurring contact patterns or system gaps.
• Upsell or cross-sell products and services to customers where appropriate and within policy guidelines.
• Maintain compliance with applicable Federal, State, and Local laws and regulations governing customer contact.

• High school diploma or GED, or equivalent work experience.
• 1 or more years of customer service or call center experience, with demonstrated ability to handle inbound and outbound consumer contact.
• Ability to maintain accurate written records and update customer accounts in contact management systems.
• Strong verbal and written communication skills with the ability to remain professional under escalated call conditions.
• Proficient computer skills including the ability to navigate multiple programs simultaneously.
• Ability to prioritize workload, organize tasks, and adapt to a flexible or rotating schedule.
• Demonstrated ability to work in a team environment while managing individual performance targets.
• Knowledge and compliance with relevant policies, regulations, and security protocols governing customer interactions.q

• Prior experience handling account resolution or collections-related customer contact.
• Bilingual proficiency in Spanish and English to support a broader customer base.
• Familiarity with customer relationship management platforms and ticketing systems used in contact center environments.
• Experience meeting measurable call center benchmarks such as answer rate targets or first-contact resolution goals.

• First-contact resolution rate, measuring how often inquiries are fully resolved without a callback.
• Daily answer rate percentage, tracking availability and responsiveness to inbound contact volume.
• Escalation rate per associate, indicating the volume of calls requiring management intervention.
• Record accuracy rate, reflecting completeness and correctness of documented customer interactions.
• Follow-up closure rate, measuring how consistently open cases are confirmed resolved within target timeframes.
• Typical tools: Contact center phone platforms (commonly cloud-based dialers or ACD systems), customer record systems (commonly CRM or case management software)

• Base Salary Range: $33,000 to $42,000 per year depending on location and experience.
• Bonus: Performance-based bonuses tied to call volume and quality metrics.
• Equity: Not typical at this level.
• Health Benefits: Medical, dental, and vision coverage standard.
• PTO: 10 to 15 days per year, plus paid holidays.
• Common Perks: Paid training, schedule flexibility options, and employee assistance programs.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Candidates of all backgrounds are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, and local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process. Employment offers are contingent on successful completion of a background check. All candidates must be authorized to work in the United States.

The Call Center Associate owns the end-to-end meal ordering process for patients and their families, utilizing room service diet software to process orders, manage diet changes, and ensure compliance with each patient's prescribed diet. Working in close coordination with nursing staff and clinical dietitians, the associate directly supports patient care outcomes by monitoring meal patterns and communicating nutritional concerns across departments.

Key Responsibilities

• Process menu orders and diet requests using room service software for patients and patient families.
• Guide patients and family members through the ordering process with suggestions and positive support.
• Handle new diet orders, transfers, and discharges in the system.
• Identify and contact patients who have not placed meal orders and facilitate or document meal refusals.
• Enter patient food preferences into room service software accurately.
• Redirect calls and communicate special dietary needs to nursing and other departments.
• Ensure meal orders comply with each patient's prescribed diet order.
• Monitor patient meal patterns and report skipped or insufficient meals to the clinical dietitian.
• Process nourishment orders, labels, and tube feeding tracking for assigned units.

Required Qualifications

• High school diploma or equivalent.
• 1 year of call center or customer service experience.
• Additional experience in food service, hospitality, or customer service preferred.
• Knowledge of modified diets preferred.
• Proficient computer and web-based software skills with ability to adapt to software changes.
• Strong critical thinking, problem solving, and written and verbal communication skills.
• Ability to make sound judgments while quickly processing information.
• Ability to read, write, speak, and communicate in English.
• Ability to follow and give oral and written instructions clearly and pleasantly.

Reporting to department leadership, the Call Center Associate delivers first-call resolution for inbound client inquiries within the TriumphPay payments platform, managing vendor records, payment status updates, and carrier onboarding to QuickPay and Select Carrier options. Partnering with internal teams, the associate upholds a 90% answer rate and 60-call daily minimum to ensure client retention and operational continuity across the freight and logistics network.

Primary Duties

• Answer and manage inbound client inquiries promptly while documenting relevant information in TriumphPay systems.
• Ask appropriate questions and listen actively to identify follow-up needs and resolve issues.
• Provide first-call resolution when troubleshooting client inquiries.
• Communicate with clients tactfully and empathetically to resolve issues within department standards.
• Introduce carriers to QuickPay and Select Carrier payment options.
• Meet performance goals in efficiency, accuracy, quantity, and quality, including a 90% answer rate and minimum 60 calls per day.

Qualifications and Experience

• High school diploma or equivalent, with a minimum of 3 years of experience in a fast-paced client service environment, or a college degree preferred.
• Knowledge of freight, transportation, and/or logistics industry preferred.
• Accounts payable experience a plus.
• Professional client service and Microsoft Office skills to process client requests effectively.
• Experience using Mitel or a similar platform preferred.
• Bilingual in Spanish a plus.
• Ability to multi-task, stay focused, and perform under deadline pressure at high productivity levels.
• Excellent verbal and written communication skills.
• Ability to understand and follow written and verbal instructions from management.

A key member of the store and call center team, the Call Center Associate builds customer rapport, advises on purchases, and closes sales across both the showroom floor and inbound phone channel to maintain company sales goals. Collaborating across retail and Internet departments, the associate handles escalated customer concerns, processes transactions, and delivers consistent follow-up to ensure an exceptional customer experience.

Functions

• Utilize sales skills to greet customers, build rapport, probe for information, and close sales to maintain sales goals.
• Assist and advise customers on purchases and determine customer needs both in-store and over the phone.
• Keep current on product knowledge, design, and sales techniques through training videos, literature, and seminars.
• Handle sales transactions involving purchases made with check, credit card, and adjustments per company guidelines.
• Interact with the team and other Internet departments to resolve customer issues and provide exceptional service.
• Obtain management involvement in escalated customer issues to satisfactorily resolve concerns.
• Provide proactive and consistent follow-up to all customer inquiries.

Skills and Qualifications

• Must be self-motivated, results-oriented, and passionate about providing outstanding customer service.
• Proficient in English, both verbal and written.
• Ability to multi-task and address more than one customer at a time.
• Must be computer literate and able to navigate through programs and Windows fundamentals.
• Ability to climb ladders and lift up to 25 lbs.
• Must be available to work evenings and weekends.

Serving as the frontline contact for consumer inquiries and account resolution, the Call Center Associate delivers prompt, accurate responses across inbound and outbound calls while documenting interactions and escalating complaints through the appropriate channel to management. Based within a compliance-driven office environment, the associate supports customer retention and revenue recovery by upselling services and adhering to applicable Federal, State, and Local laws and regulations.

Accountabilities

• Communicate with consumers via inbound and outbound telephone calls.
• Provide prompt resolution to customer inquiries with accurate and appropriate information.
• Accurately document and update records in required systems.
• Follow up in a timely manner to ensure customer satisfaction.
• Communicate with customers to attempt resolution of unpaid accounts where applicable.
• Upsell and/or cross-sell products or services to customers where appropriate.
• Escalate customer complaints and calls through the appropriate channel to management.
• Provide feedback and recommendations to management for process improvements.

Experience and Qualifications

• High school diploma or GED.
• Previous customer service and/or call center experience preferred.
• Proficient in Microsoft Office and personal computer skills.
• Knowledge and compliance with applicable Federal, State, and Local laws and regulations.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work in a team-fostered and multi-tasked environment.
• Ability to prioritize, organize work, and adapt to a flexible schedule.
• Bilingual in Spanish a plus.
• Ability to lift and/or move 20 lbs with or without accommodation.

Call Center Associate supports lottery retailers across multiple jurisdictions by answering inbound calls, diagnosing terminal equipment issues, and documenting each contact in the CRM tool to maintain accurate service records. The work directly supports uninterrupted retailer operations, requiring availability in a 24x7 environment including weekends and holidays and the ability to commute to West Greenwich, RI for on-site computer support when needed.

Day-to-Day Responsibilities

• Answer inbound phone calls from lottery retailers across multiple jurisdictions regarding equipment issues, supply requests, and game information.
• Communicate with internal departments to resolve customer issues by conferencing or transferring calls as appropriate.
• Properly diagnose and troubleshoot terminal equipment issues and take appropriate action.
• Utilize the knowledge base to provide accurate information and troubleshooting steps.
• Document each retailer contact in the CRM tool with suitable call reason, issue, and notes.
• Demonstrate ability to diffuse situations and escalate issues appropriately.

Background and Experience

• High school diploma or equivalent.
• 1 year of customer service experience within a call center or comparable industry preferred.
• Basic data entry skills with ability to operate a computer and navigate through functions.
• Strong customer service, oral, and written communication skills.
• Ability to work in a 24x7 environment including weekends and holidays.
• Must be able to commute to West Greenwich, RI within 1 hour for computer support if needed.