Call Center Representative

Milliner Talent Solutions is one of Indiana's finest Accounting, Finance, Human Resources, Administrative and Customer Service staffing and recruiting firms.

As specialized recruiters, we conduct searches for every imaginable accounting, finance, human resources, administrative and customer service function at every level. We distinguish ourselves with the one-on-one relationships we develop with everyone we serve. Our past and future growth is as strong as the partnerships we build with our candidates and clients.

Our clients are currently seeking experienced Call Center Representatives to support their growing organizational needs. These opportunities are full-time, remote/hybrid, and may be temporary or temporary to hire.

A Call Center Representative is responsible for delivering exceptional service by handling high-volume inbound and outbound calls, resolving inquiries, and ensuring customer satisfaction. This role requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment while maintaining a customer-focused approach.

Call Center Representative Essential Functions:

Call Handling:

• Manage a high volume of inbound and outbound calls in a professional and timely manner.
• Respond to customer questions, concerns, and requests with accuracy and efficiency.
• Follow call scripts, guidelines, and best practices to ensure consistent service quality.
• De-escalate difficult situations and provide solutions that align with company policies.
• Transfer calls or escalate issues to appropriate departments when necessary.
• Log all call information accurately into the CRM or call management systems.
• Conduct follow-up calls when needed to ensure issue resolution and customer satisfaction.

Customer Support:

• Provide clear information regarding products, services, policies, and procedures.
• Troubleshoot and resolve customer issues using available resources and problem-solving skills.
• Identify customer needs and offer appropriate recommendations or solutions.
• Maintain a positive, empathetic, and professional attitude with every interaction.

System and Process Knowledge:

• Stay updated on company offerings, system changes, and operational policies.
• Use multiple systems and software platforms simultaneously while on calls.
• Provide accurate and detailed documentation of all customer interactions.

Performance and Quality:

• Meet or exceed established metrics including call volume, handle time, quality scores, and customer satisfaction ratings.
• Participate in quality reviews and coaching sessions to maintain strong performance.
• Adhere to all compliance, confidentiality, and data privacy requirements.

Training and Development:

• Participate in ongoing training programs to enhance product knowledge and customer service skills.
• Stay updated on best practices for call handling, communication, and problem resolution.
• Support continuous improvement by sharing feedback and identifying areas for process enhancement.

Collaboration:

• Work closely with team members and supervisors to ensure smooth workflow and unified service delivery.
• Collaborate with other departments, such as billing, technical support, or sales, to meet customer needs.
• Communicate trends and recurring issues to leadership for improvement initiatives.

Qualifications:

• High school diploma or equivalent required; some college is preferred.
• 1+ years of experience in a call center or high-volume customer service environment.
• Proficiency with Microsoft Office Suite and call center or CRM systems.
• Strong verbal communication skills with the ability to listen actively and respond effectively.
• Excellent problem-solving abilities and attention to detail.
• Ability to work in a fast-paced environment and manage stressful situations calmly.