CALL CENTER SUPPORT REPRESENTATIVE JOB DESCRIPTION

A Call Center Support Representative handles live customer contact across inbound phone, outbound follow-up, and digital channels. Clear. The role owns the full customer interaction record - from first contact through documented resolution - within a structured contact center environment where call volume standards and escalation protocols govern daily work. Representatives answer to team supervisors and coordinate with internal departments and external vendors to close out requests that cannot be resolved in a single call. Getting this right reduces repeat contact rates and protects the organization's first-call resolution score.

As the Call Center Support Representative, you deliver frontline customer resolution across voice, chat, and email channels while maintaining accurate interaction records and applying escalation protocols when needed. You operate within a supervised contact center team, coordinating with internal departments and outside vendors to ensure every inquiry reaches a complete and documented outcome.

Career Impact: Gaining direct experience with multi-channel contact handling and call escalation policy builds a foundation recognized across financial services, automotive service, and B2C support hiring markets.

Business Impact: When member requests are processed accurately and critical issues are escalated on time, the organization avoids repeat contacts and protects its service-level commitments to customers.

Growth Opportunity: Representatives who demonstrate strong call-handling metrics and cross-departmental coordination skills are well positioned to move into team lead, quality assurance, or operations supervisor roles within a contact center structure.

• Respond to inbound customer calls and obtain complete information about each inquiry before routing or resolving.
• Document all customer interactions in the client database to ensure a complete and auditable contact record.
• Evaluate request priority and apply the call escalation policy to route critical issues to the appropriate team.
• Monitor voice and email mailboxes and process member requests within established response windows.
• Coordinate with internal departments and outside vendors to fulfill requests that require cross-functional resolution.
• Follow up with customers whose issues remain open to confirm full resolution and prevent repeat contacts.
• Participate in team process development sessions to support ongoing improvement of service level performance.

• High school diploma or equivalent work experience.
• 1 or more years of customer service experience in any industry, with demonstrated ability to manage call volume and multi-task across systems.
• Ability to type accurately at 20 or more words per minute under live call conditions.
• Strong verbal and written English communication skills, with the ability to interact professionally across a range of customer situations.
• Ability to evaluate, troubleshoot, and follow up on customer issues with a clear sense of urgency.
• Aptitude for conflict resolution, problem solving, and negotiation during difficult or escalated calls.
• Ability to use discretion when handling sensitive or confidential customer data.
• Reliable attendance and willingness to work contact center hours including weekends as required.

• Experience in a call-heavy office environment with multi-system navigation during live customer interactions.
• Bilingual proficiency in Spanish and English, supporting a broader range of customer contacts.
• Familiarity with call escalation frameworks and first-call resolution tracking practices.
• Willingness to complete a pre-employment background check and drug screening as a condition of hire.

• First-call resolution rate, measuring how often customer issues are fully closed on initial contact.
• Average handle time per interaction, reflecting efficiency across inbound and outbound contact types.
• Call documentation accuracy rate, tracking completeness and timeliness of records entered after each interaction.
• Escalation routing accuracy, measuring how correctly priority calls are triaged under the escalation policy.
• Follow-up closure rate, reflecting the share of open issues confirmed resolved within the target window.
• Typical tools: Contact center platforms (commonly cloud-based CRM and telephony systems); productivity suites (commonly Microsoft Office including Excel, Word, and Outlook)

• Base Salary Range: $16 to $21 per hour, typical for contact center individual contributors
• Bonus: performance-based incentives tied to call quality and resolution metrics
• Equity: not typically offered at this level
• Health Benefits: medical, dental, and vision coverage standard for full-time positions
• PTO: 10 to 15 days annually, plus paid holidays
• Common Perks: Flexible scheduling options, paid training, and bilingual pay differential where applicable

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

Accommodation requests for applicants with disabilities under the Americans with Disabilities Act are available throughout the hiring process upon request. 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, or local law. Employment in this role is contingent on a successful background check and, where applicable, drug screening. Candidates must be authorized to work in the United States.

The Call Center Support Representative at Sequence Health delivers patient scheduling support and service quality across phone-based interactions, entering demographic data and coordinating appointment logistics. Working within a healthcare call center team, this representative enables consistent patient access and contributes to organizational compliance through adherence to HIPAA policies and continuous service improvement.

Key Responsibilities

• Schedule seminars and appointments for patients.
• Answer telephone calls promptly and politely and professionally.
• Obtain and enter accurate demographic information into scheduling systems.
• Review seminar and appointment date, time, location, and provider name with callers.
• Inform callers of items to bring to appointments including insurance card and identification.
• Answer questions and offer information to provide patient-focused service.
• Suggest improvements and participate in organized efforts to improve service levels.
• Adhere to all HIPAA policies and organizational procedures.

Required Qualifications

• One or more years of experience working in a call center preferred.
• One or more years of experience working in a medical or healthcare environment preferred.
• Previous scheduling experience preferred.
• Knowledge of HIPAA policies and confidentiality requirements.
• Proficient in Microsoft Office Suite including Excel, Word, and Outlook.
• Ability to handle a call center environment, work quickly, and multi-task using several systems and multiple monitors.
• Ability to communicate effectively on the telephone and relate to persons with diverse backgrounds.

Embedded within a blended inbound and outbound contact center, the Call Center Support Representative manages customer issue resolution and account management tasks across phone, chat, and email channels. Working closely with clients across one to three accounts, this representative advances revenue outcomes by identifying upsell opportunities and ensuring first call resolution through effective problem handling.

Core Functions

• Listen to and resolve customer issues efficiently.
• Utilize systems and technology to complete account management tasks.
• Recognize sales opportunities and apply sales skills to upgrade customers.
• Explain and position products and services when interacting with customers.
• Escalate customer dissatisfaction appropriately.
• Ensure first call resolution through problem solving and effective call handling.

Qualifications and Experience

• High school diploma or equivalent.
• Excellent organizational, written, and oral communication skills.
• Ability to type swiftly and accurately at 20 or more words per minute.
• Basic knowledge of Microsoft Office Suite including Excel, PowerPoint, Word, and Outlook.
• Basic understanding of Windows operating system.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Aptitude for conflict resolution, problem solving, and negotiation.
• Bilingual Spanish speaking candidates encouraged to apply.

Reporting to clinical and administrative leadership, the Call Center Support Representative handles patient call triage, appointment scheduling, and referral processing within a medical office setting. Partnering with technicians, physicians, and all departments, this representative ensures accurate information flow and patient confidentiality throughout every interaction.

Primary Duties

• Answer and triage calls accordingly.
• Schedule patient appointments and remind patients of necessary items to bring.
• Write messages and ensure charts are pulled and exam sheets are printed.
• Handle inquiries about insurances accepted, office hours, services, locations, and doctor information.
• Enter referral information into the computer system.
• Prepare and mail new patient packets.
• Maintain patient confidentiality at all times.
• Cooperate and communicate with all departments.

Skills and Qualifications

• Skill in operating computers and answering multi-line phone systems.
• Knowledge of medical services, terminology, and multi-line phone procedures.
• Ability to interact with patients, physicians, and vendors in a professional manner.
• Ability to listen effectively and respond to routine requests for information.
• Ability to learn by instruction from co-workers and physicians.

Sitting at the intersection of customer service and automotive sales support, the Call Center Support Representative handles inbound and outbound inquiries across phone, internet, and live chat channels for Feldman Automotive Group dealerships. Operating across multiple systems and a tech-savvy environment, this representative drives service appointment conversion and supports team process development across eight Michigan locations.

Duties

• Answer customer calls and establish follow-ups with service appointments.
• Utilize multiple systems to pull up customer information while speaking with them on the phone.
• Respond quickly to internet, phone, and live chat inquiries using email, phone, and live chat scripts.
• Provide customers with initial service information and direct them to the service department.
• Follow up with leads that are not ready to make an appointment or no-show.
• Participate in team and process development sessions.

Position Requirements

• Experience in an office-based work environment is beneficial.
• Experience in a call-heavy role is highly considered.
• Strong computer skills with ability to multi-task in a tech-savvy role.
• Great verbal and written communication skills.
• Team player with prompt, courteous, and enthusiastic attitude.
• Willingness to submit to a pre-employment background check and drug screen.

A key member of the financial services call center team, the Call Center Support Representative owns member communication across voice and email channels, processing requests and applying escalation protocols to resolve critical issues. Collaborating across departments and reporting within call center operations, this representative enables member satisfaction and organizational responsiveness through attentive, deadline-driven service.

Accountabilities

• Maintain a pleasing and professional demeanor while addressing member concerns and questions.
• Monitor all voice and email mailboxes.
• Ensure member requests are processed appropriately.
• Evaluate priority of client requests and apply the Call Escalation Policy.
• Ensure critical issues are communicated and resolved with necessary follow-up.

Knowledge Skills and Abilities

• Working knowledge of Microsoft Office suite of products.
• Ability to accurately type 23 or more words per minute.
• Excellent interpersonal communication skills.
• Ability to demonstrate attention to detail and respond well to deadlines.
• Ability to use discretion when handling sensitive or confidential data.
• Ability to work hours of call center operations including weekends as needed.

Consistent customer resolution depends on the Call Center Support Representative, who handles incoming calls, documents interactions, and coordinates with both external vendors and internal departments to ensure every concern is fully addressed. Based within a contact center serving a client near Long Grove, this representative shapes the customer experience by combining strong follow-through with empathy and urgency across all communication channels.

Role Responsibilities

• Handle incoming calls from customers and obtain vital information about their situation.
• Ensure customers are listened to and all concerns are addressed.
• Communicate with outside vendors to ensure customer needs are met.
• Coordinate with internal departments to ensure customer needs are met.
• Follow up with customers to ensure all issues are resolved.
• Document all calls in the client database.

Experience and Qualifications

• Previous customer service experience in any industry.
• Proficient in Microsoft Office.
• Excellent written and verbal English communication skills.
• Strong sense of empathy, professionalism, and urgency in solving problems.
• Bilingual Spanish is a plus.