The Call Center Representative (CSR) is the first point of contact for members and plays a critical role in delivering a compassionate, professional, and efficient customer experience. This position requires a high level of empathy, active listening, and the ability to follow established scripts and procedures while handling a high volume of inbound calls.
CSRs are expected to maintain strict adherence to scheduling, attendance, and performance standards to ensure service levels are met and members receive timely assistance.
-
Provide a caring, respectful, and empathetic experience to all members, especially those who may be in vulnerable or stressful situations
-
Actively listen, demonstrate understanding, and respond with patience and professionalism
-
De-escalate concerns while maintaining a calm and supportive tone
-
Handle a high volume of inbound calls in a fast-paced environment
-
Follow established call scripts, workflows, and compliance requirements consistently
-
Accurately document all interactions in company systems in real time
-
Ensure all information provided to members is accurate, appropriate, and compliant
-
Meet or exceed established Key Performance Indicators (KPIs), including:
-
Average Handle Time (AHT)
-
Call quality standards
-
After-call work expectations
-
Maintain focus and efficiency throughout scheduled shifts
-
Adhere strictly to assigned work schedules, including start times, breaks, and lunches
-
Maintain reliable attendance in accordance with company policy
-
Be present and available to take calls during all scheduled working hours
-
Promptly notify leadership of any attendance-related issues in accordance with policy
-
Collaborate with supervisors and team members to support overall call center performance
-
Accept coaching and feedback to continuously improve performance
-
Maintain professionalism in all interactions with members and coworkers
-
High school diploma or equivalent required
-
Prior customer service or call center experience preferred
-
Strong communication and interpersonal skills
-
Ability to demonstrate empathy while maintaining efficiency
-
Comfortable working in a structured, metrics-driven environment
-
Basic computer proficiency and ability to navigate multiple systems
-
High-volume, fast-paced call center environment
-
Prolonged periods of sitting and working on a computer
-
Continuous phone and system usage throughout shift
-
Demonstrates genuine care and empathy in every member interaction
-
Follows scripts and processes consistently and accurately
-
Maintains strong schedule adherence and dependable attendance
-
Meets or exceeds performance metrics
-
Contributes to a positive, professional team environment
