Top Call Center Associate Skills

Below we've compiled a list of the most important skills for a Call Center Associate. We ranked the top skills based on the percentage of Call Center Associate resumes they appeared on. For example, 32.8% of Call Center Associate resumes contained Customer Service as a skill. Let's find out what skills a Call Center Associate actually needs in order to be successful in the workplace.

The six most common skills found on Call Center Associate resumes in 2020. Read below to see the full list.

1. Customer Service

high Demand
Here's how Customer Service is used in Call Center Associate jobs:
  • Provide timely and accurate customer service through routine telephone inquiries and written correspondence in a Heavy Call Volume environment.
  • Utilized excellent communication and customer service skills to gather correct information, resolve concerns and effectively handle volatile situations.
  • Received numerous accolades from satisfied customers to the supervisor and earned several Customer service gold star certificates.
  • Assisted the Customer Service Manager by completing technical transactions and performed various back office responsibilities as directed.
  • Interacted extensively through telephone and email to research and resolve issues while providing excellent customer service.
  • Cross-trained and provided back-up for other customer service representatives and technical support employees when needed.
  • Provided administrative support and customer service; assisted Account Managers with paperwork and requested tasks.
  • Exhibited motivation and dedication by providing the highest quality of customer service to each customer.
  • Form solid customer relationships by providing excellent customer service through professionalism and speed.
  • Delivered timely and accurate customer service through routine telephone inquiries and written correspondence.
  • Provided quality assistance and customer service in a professional and timely manner.
  • Practiced exemplary customer service with behavior that consistently reinforced patient satisfaction goals.
  • Provided excellent customer service to national customers utilizing the computerized database 3.
  • Interviewed customers to receive feedback on customer service experiences while purchasing products.
  • Communicated with and provided pleasing customer service to each guest via telephone
  • Provided exceptional customer service consistent with Empire guidelines of customer satisfaction.
  • Provided telephone support for incoming customer service and billing inquiry calls.
  • Provided technical support and customer service excellence on telephone systems.
  • Provide outstanding customer service to prevent from escalating bad situations.
  • Received multiple positive reviews for providing excellent customer service.

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2. Phone Calls

high Demand
Here's how Phone Calls is used in Call Center Associate jobs:
  • Handled incoming phone calls pertaining to bus routes and transportation eligibility.
  • Answered inbound phone calls in reference to general questions about the park, including ticket prices and show times.
  • Make follow up phone calls to ensure that customers had a great service experience at Lindsay Lexus of Alexandria.
  • Conduct telemarketing phone calls to households to solicit interest in Full Service Network operations of the company.
  • Conduct update phone calls and system generated text messages to customer with current status of vehicle repair.
  • Received incoming phone calls to handle various projects from various companies such as AT&T.
  • Place phone calls to various industry customers to verify mailing of proper industry specific periodicals.
  • Accepted Incoming phone calls from customers and processed customer requests with their accounts.
  • Answered phone calls and assisted customers with paying for jailed individuals expenses.
  • Answer phone calls and emails providing helpful information to students and parents.
  • Make cold phone calls, send mail-outs to qualified & interested customers
  • Direct patient phone calls to the appropriate destination when beyond scope.
  • Answer all phone calls Resolve any customers issues Meet daily sales goals
  • Strengthened communication skills by making phone calls to previous donors.
  • Answered and directed customer phone calls to the appropriate MBU.
  • Acted as a brand representative for all incoming phone calls.
  • Answered phone calls and assisted customers with paying for school books
  • Processed after hours phone calls for Boys Town Doctors.
  • Answered phone calls from customers looking to place orders.
  • Make phone calls to public completing online surveys.

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3. Telephone Calls

high Demand
Here's how Telephone Calls is used in Call Center Associate jobs:
  • Provided hard of hearing customers with close captioning on their telephone calls so they could communicate with their friends and families.
  • Answer telephone calls and promote new services and deals through the phone.
  • Follow up on telephone calls as per Company standards and Client criteria.
  • Answered 70 to 100 telephone calls daily from clients and agents.
  • Assist new employees with questions regarding claims and telephone calls.
  • Provided excellent internal and external customer service by answering telephone calls in a professional manner for carry out and delivery orders.
  • Answered telephone calls in a professional and in a timely manner.
  • Triaged inbound telephone calls and conversed with providers and support staff; trained newemployees

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4. Data Entry

high Demand
Here's how Data Entry is used in Call Center Associate jobs:
  • Computed data entry of customer information in a precise and timely manner
  • Purchased national advertising orders and provided data entry.
  • Completed general data entry and clerical responsibilities.
  • Registered emergency room patients, scanned all signed documents, gathered insurance information, data entry, and collected co-pays.
  • Answered telephones to reserve spaces for annual convention, organized orders for distribution to customers, and data entry.
  • Prepare daily and weekly data entry of shift reports and maintain daily activity logs.
  • Answer questions, take phone reservation requests, data entry, office mailings
  • Maintained an organized work space by encoding data entry for processing claims.
  • Perform high volume data entry requiring speed and attention to detail.
  • Created and maintained spread sheets for Data Entry of clients.
  • Assisted with cost basis & data entry projects as needed.
  • Perform data entry as per account specifications.
  • Handled payments, and data entry.
  • Scheduled appointments; performed data entry.
  • call center front line customer service-in-depth knowledge of benefits-high speed data entry
  • Assisted with office administrativework, including data entry and mailings.
  • Performed data entry into customer database utilizing Siebel system.
  • Navigated multiple phone lines for inbound calls with pleasantry and professionalism Performed data entry of customer information and sales.
  • Assist clients with orders through accurate data entry Track orders and provide clients with information on order status
  • Book, Manage, Change, Alter Reservations, Customer Service, Data Entry

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5. Outbound Calls

high Demand
Here's how Outbound Calls is used in Call Center Associate jobs:
  • Make outbound calls to verify insurance information and to remind patients of upcoming appointments in the financial assistance department.
  • Input customer information, resolved conflicts with escalated customers, receive inbound calls and make outbound calls.
  • Call Center consists providing excellent customer service to the inbound and outbound calls to the provider.
  • Placed outbound calls to nursing stations to inform staff when diabetic patients ordered meals.
  • Follow up on unresolved issues via outbound calls, emails or faxes.
  • Make outbound calls to tow yards and repair facilities for vehicle releases.
  • Take inbound and make outbound calls to review quotes with customer.
  • Worked inbound and outbound calls to customers about their credit card accounts
  • Placed outbound calls to verify suspected activity and took proper action.
  • Start authorizations with members to make outbound calls to complete authorizations.
  • Performed over 100 outbound calls any day to the customer base.
  • Do outbound calls for research of additional information for Claims processing.
  • Handle incoming and outbound calls for customer support.
  • Answer inbound/ Outbound Calls of customers.
  • Place outbound calls to current members.
  • Handled inbound calls concerning property insurance for residential and commercial loans Made outbound calls concerning property insurance for residential and commercial loans
  • Processed inbound or outbound calls to effectively meet customer needs within established productivity goals and turnaround times.
  • Conducted outbound calls to households and gained commitment to participate in the national ratings survey that measures radio and TV audiences.
  • Started with Sirva in the call center handling 90% outbound calls 10% inbound, exceeded goals with ease.
  • receive inbound calls, make outbound calls, troubleshooting, data entry, customer service, process payments

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6. High Call Volume

high Demand
Here's how High Call Volume is used in Call Center Associate jobs:
  • Handled high call volume with accuracy and professionalism
  • Handle high call volumes, membership renewals and charges, credits and debits, and client retention.
  • Assist staff to meet their expectations with high call volume.
  • Answer incoming calls and take messages Handle a high call volume Take clear and precise messages for companies
  • Maintained extremely high call volume and exceeded both internal and external quality guidelines with respect to government mandated regulations.
  • Demonstrated accuracy and confidentiality while providing friendly and sincere customer service in a high call volume center.

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7. Alumni

high Demand
Here's how Alumni is used in Call Center Associate jobs:
  • Called alumni of the university and solicited them to contribute financially to various departments of the university.
  • Required to share information with alumni concerning university events and activities in a professional and courteous manner.
  • Call alumni of Washington University for fund-raising.
  • Called Alumni for University asking for donations
  • Recruited charitable donations from Clemson University Alumni
  • Maintained alumni records by updating mailing information
  • Update alumni contact and personal information.
  • Job Description/Achievements: I called the alumni of Willamette University and asked them to financially support the school.
  • Provided tailored messages to the University of Arkansas Alumni in order to provide the most effective communication.
  • Contacted UGA alumni to obtain gifts which provide funding to academic programs at the University.
  • Call Center Employee trained in cold and warm calling for school support from alumni.
  • Called alumni of the University of South Carolina asking for donations to the University.
  • Solicited gifts for the college from alumni, parents and friends over the telephone.
  • Contacted alumni prospect donors and raised thousands of dollars for the Miami University Annual Fund
  • Establish a positive rapport with the alumni, parents and friends you call.
  • Connected with Georgetown alumni around the world, and encouraged scholarship donations.
  • Call alumni and parents to ask for their support of American University.
  • Solicited alumni to pledge funds to the Financial Advancement of the university.
  • Called alumni for feedback and donations for all University of Colorado schools.
  • Call Alumni, Parents, & Associate to update data information.

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8. Technical Support

high Demand
Here's how Technical Support is used in Call Center Associate jobs:
  • Performed regular administrative tasks related to technical support including updating product documentation and training materials.
  • Resolve routine and escalated problems and providing technical support through research and utilization of company resources
  • Provided technical support for NC Education Lottery equipment.
  • Maintained technical support for inbound customers.
  • Provided technical support for insured devices.
  • Coordinate support with technical support technicians, support groups, sales and applications, parts and specialty teams.
  • Assist customers and associates with questions regarding billing, repair, and technical support, and general inquiries.
  • Fielded calls from customers needing assistance with their financial needs and/or technical support with online banking services.
  • Delivered technical support to students, faculty and educators of the learning system.
  • Specialized technical support skills to provide solutions and resolve appliance warranty issues.
  • Assisted customers with any technical support issues.
  • Provide technical support and guidance to consumers.
  • Provide technical support on HTC cell phones.
  • Assist callers with technical support needs.
  • Assist advisors and clients with account information, technical support, and follow-up for escalated issues.
  • Assist customers with 1st level technical support issues Answer questions regarding their bills Assist colleagues with questions and escalated situations

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9. Computer System

high Demand
Here's how Computer System is used in Call Center Associate jobs:
  • Monitored the status of various computer systems and assisted with documenting and troubleshooting user computer issues.
  • Reviewed and downloaded documents into computer system.
  • Receive inbound calls from BCBSA providers, log information into computer system and transfer calls to appropriate BCBSA home plans.
  • Provided quality customer service to the caller while updating information in the company's computer system.
  • Input caller information into computer system and map area where digging will be conducted.
  • Answered patient calls and entered meal orders into the DFM computer system.
  • Assisted customers with input of orders to the computer system and locating products
  • Verified patient insurance information was up-to date in the computer system.
  • Schedule, Re-Schedule customer appointments through Vision, computer system.
  • Participated in the setup of items in the computer system.
  • Recorded guest complaints in hotel computer system.
  • Receive payments in computer system.
  • Received in-bound order calls through Cisco applet Used Wintegrate/Slice computer system for order entry Processed catalog requests for customers
  • Verified information using computer systems and other reference material Initiated investigation based on the nature of inquiry.
  • Point of Sale computer system Solved computer problems with PC based, business and restaurant management systems

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10. Customer Accounts

high Demand
Here's how Customer Accounts is used in Call Center Associate jobs:
  • Reviewed customer accounts for high risk activity and potentially fraudulent transactions.
  • Prevented delinquency through intensive management and reduction of customer accounts.
  • Maintained and documented detailed daily reports of any activities or services performed on customer accounts at the end of every call.
  • Handle all aspects of customer accounts, including solicitation, inquiries, and problem resolution.
  • Maintained rapid refund customer accounts and enabled them to get tax refunds at faster rate
  • Maintained customer accounts and processed out-going mail; performed return survey calls.
  • Process judgment related overrides to credit customer accounts for bank errors.
  • Applied payments, updated customer accounts.
  • Accept payment toward customer accounts.

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11. Customer Information

high Demand
Here's how Customer Information is used in Call Center Associate jobs:
  • Followed standard procedure on every call to ensure that customer information protected and quality goals achieved or exceeded.
  • Maintained database integrity by ensuring verification of customer information and file maintenance.
  • Entered customer information and purchases into computer database.
  • Verified and made necessary changes to customer information.
  • Entered new customer information into system database.
  • Obtain customer information such as name, address, fax, and email by phone.
  • Update customer information on the system and assist clients with concerns about their claims.
  • Entered and verified customer information, processed orders, forms and applications.
  • Directed calls, verified customer information, and answered customer inquiries.
  • Verified all required customer information to access the account.
  • Enter and update customer information, schedule appointments.
  • Assist field agents with customer information.
  • Gathered and verified all required customer information, accurately documented all call notes regarding customer statements and issues.
  • Manage delicate customer information in a daily basis such as credit history, home address and personal belongings.
  • Answer calls and respond to emails Update existing customer information Identify and escalate priority issues

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12. Customer Complaints

high Demand
Here's how Customer Complaints is used in Call Center Associate jobs:
  • Resolved complex and problematic customer complaints and requests.
  • Communicate customer complaints to Management from call center
  • Operated multiple-line switchboard and resolved customer complaints.
  • Tracked customer complaints through resolution.
  • Resolve and answer customer complaints regarding products, prices, availability, billing, and service.
  • Manage and resolve customer complaints Using PBX phone direct phone calls to departments Process phone sales
  • Resolved non-routine customer complaints, and provided accurate and good service to external customers.
  • Assisted customers by resolving customer complaints at a 300+ person call center.
  • Earn a reputation for rapidly and calmly resolving customer complaints.
  • Managed and resolved customer complaints, scheduled installs and service calls
  • Used resources to handle and resolve customer complaints.
  • Handled and resolved customer complaints and feedback.
  • Resolved customer complaints or inquiries over the phone
  • Acted professionally and patiently when addressing negative customer feedback and addressed, Defused and resolved customer complaints empathetically and professionally.
  • Answered incoming calls from customers to check tax refund statuses Managed and resolved customer complaints and issues.
  • Team lead for new employees Guaranteed positive customer experiences and resolved all customer complaints.
  • Managed and resolved customer complaints Took advantage of opportunities for continuing education, quality assurance and perfomance.

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13. Internet

high Demand
Here's how Internet is used in Call Center Associate jobs:
  • Operated automatic call distribution telephone set and PC running Windows-based and Internet applications.
  • Provided accurate information in response to customer inquiries regarding their catalog/internet orders.
  • Performed internet troubleshooting, identified problems, gave technical advice and filed service request to field technicians.
  • Answer inbound calls concerning orders that have been placed over the phone, or internet.
  • Answered calls and placed orders for patrons in telemarketing setting using internet tools.
  • Place orders online for customer who choose not to access the internet.
  • Call volume is generated via internet, television and print advertisements.
  • Assisted customers both over the phone and via internet chat.
  • received technical calls to resolve cable, phone, and internet problems for French clients
  • Handled inbound/outbound sales calls for cable, internet, and home security company.
  • Provided customer service support to individuals with internetrelated issues, whileTrying to upsell customers if the opportunity permits.
  • Answer and resolve customer complaints via telephone and the internet Compose apology letters and mail out compensation to customers Data Entry Communication

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14. Troubleshoot

high Demand
Here's how Troubleshoot is used in Call Center Associate jobs:
  • Handle inbound calls professionally and efficiently; perfected troubleshooting techniques and problem solving strategies; achieved promotional advancement within months.
  • Utilized troubleshooting skills to resolve customer service problems and to minimize unnecessary truck rolls.
  • Utilized a variety of documented procedures to provide troubleshooting services and research customer issues.
  • Managed and answered on average 50 customer emails regarding technical troubleshooting inquires.
  • Process product or service orders, installation scheduling or technical product troubleshooting.
  • Reviewed technical documents to assist in troubleshooting hardware and software.
  • Provide troubleshooting to various terminal equipment issues.
  • Managed multiple projects that included business online banking training of staff to deliver a high standard of customer service and troubleshooting.
  • Responded to customer billing, payment arrangement, troubleshooting, and account queries in high volume service center location.
  • Assisted and informed customers of new equipment, services, billing, payments, locations, and troubleshooting.
  • Operate Windows-level applications efficiently, and troubleshoot GUI problems within a high volume, out-going call center environment.
  • Take calls to assist customers with troubleshooting their appliances, ordering parts, scheduling service, etc.
  • Resolve service queues and troubleshoot problems, escalate technical issues, dispatch support requests to hardware technicians.
  • Handle each customer matters including plan analysis, troubleshooting network and/or devices and general billing inquiries.
  • Answered inbound calls for 32 states to troubleshoot lottery vending machines and dispatch technicians if necessary.
  • Received inbound calls from Merchants and helped assist and troubleshoot Credit Card Terminals by phone.
  • Aided Lottery Retailers with troubleshooting steps via the telephone to make the Lottery Machines operable.
  • Help customers Troubleshoot the AHIP website for customers to pass their 2011 Medicare exam.
  • Answer incoming calls from Subscribers; dispatching help needed and/or troubleshooting equipment issues.
  • Answered incoming customer calls to provide information, handle complaints and troubleshoot problems.

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15. Customer Orders

average Demand
Here's how Customer Orders is used in Call Center Associate jobs:
  • Answered customer inquiries Placed customer orders Aided customers as a personal shopper
  • Maintained food inventory and prepared salads for customer orders.
  • Generated customer orders for capital equipment and accessories.
  • Received customer orders via phone, assisted with customer complaints including shipping errors and returns, helped manager credit accounts
  • Received in-bound calls, entered customer orders into computer system and assisted customers with catalog choices.
  • Pulled will call customer orders using power equipment and staging for their pickup.
  • Coach or advise junior representatives in handling customer orders, or complaints.
  • Processed customer orders through mail, email and internet.
  • Received in bound calls for customer orders Submitted customer orders and answered customer inquires
  • Communicated with vendors, designers, contractors, project leaders and associates to offer advisements regarding customer orders /projects.
  • Maintain stores inventory, placing customer orders,etc.
  • Answered inbound calls with professionalism and knowledge of inventory * Placed customer orders * Upsold many products * Processed Returns/Exchanges

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16. Scheduling Appointments

average Demand
Here's how Scheduling Appointments is used in Call Center Associate jobs:
  • Trained in Sales and Services which includes the sale of dishwasher installs, hot water heater installs, and scheduling appointments.
  • Front desk receptionist -- Responsible for scheduling appointments, handling client communications and notating all interaction in respective patient medical history.
  • Provide assistance by telephone to customers and business partners concerning product deliveries, installations returns, documenting/updating orders and scheduling appointments.
  • Responded to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products and scheduling appointments.
  • Performed routine clerical and administrative functions such as drafting correspondence, scheduling appointments, organizing and maintaining files electronically and paper.
  • Performed customer service duties including answering phones, scheduling appointments, assist Veterinarians, maintain client relationships.

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17. Credit Card Transactions

average Demand
Here's how Credit Card Transactions is used in Call Center Associate jobs:
  • Processed cash, check, and credit card transactions, and made decisions to authorize escalated operations.
  • Performed Cash and Credit Card Transactions Resolved customer Inquiries via telephone Conducted Daily Inventory Audits Cash Reconciliations
  • Managed and processed customer credit card transactions as well as provided exquisite customer service to establish a positive relationship with customers
  • Process and reconcile credit card transactions to ensure daily reconciliation, validate and investigate any variances.
  • Adhered to company policy of checking for valid identification when processing credit card transactions.
  • Provided detailed responses to customer concerns regarding credit card transactions including company policies.

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18. New Accounts

average Demand
Here's how New Accounts is used in Call Center Associate jobs:
  • Contacted customers within 14 days of opening new accounts to effectively establish and deepen relationships.
  • Educate customers on TD Bank products and services and assist with opening new accounts, making sure to follow compliance directives.
  • Maintained all office operations from cash boxes to new accounts to ATM balancing to Vault balancing.
  • Processed applications for new accounts, credit limit increases and reinstatements.
  • Compiled information about new accounts, entered account information into computers, and recorded related information or other documents.
  • Qualified customers and assisted in activation of new accounts, troubleshooting technical problems and general problem solving.

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19. Customer Questions

average Demand
Here's how Customer Questions is used in Call Center Associate jobs:
  • Achieved customer satisfaction in addressing all customer questions and concerns.
  • Answer phones, answer customer questions, resolve customer issues * Process customer requests, light data entry
  • Answer customer questions regarding stores, products, orders, shipments and the website.
  • Used two monitors to answer customer questions about warranties and replacement for ANDERSEN PRODUCTS.
  • Identified, investigated, and researched customer questions or issues regarding their credit cards.
  • Answered incoming calls, respond to customer questions and solve problems.
  • Received inbound calls to place orders and answer customer questions.
  • Answer customer questions and resolve issues through routine research.
  • Worked in a team environment to answer customer questions and handle customer transactions in a timely manner.
  • Assist disaster victims Process disaster recovery applications Field customer questions
  • Answered incoming calls in an efficient manner Responded to customer questions and concerns Assisted customers with online orders

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20. Billing Questions

average Demand
Here's how Billing Questions is used in Call Center Associate jobs:
  • Answer incoming calls assist customers with programming, trouble shooting, billing questions and payments as well as sales and saves
  • Work to solve customers billing questions and problems, troubleshoot technical problems with products and service lines.
  • Responded to high-volume of inbound calls for customers inquiring about products or seeking assistance with billing questions.
  • Handle customer inquiries, complaints, claim billing questions, and service.
  • Assist patients by responding to billing questions and concerns, and solicit necessary demographic insurance/coding information to insure correct claim submission.
  • Provided policy services to members/customers for existing Auto and Property policies, including related billing questions and Internet Troubleshooting as appropriate.

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21. Available Resources

average Demand
Here's how Available Resources is used in Call Center Associate jobs:
  • Researched required information by utilizing available resources and followed current procedures.
  • Research required information for callers using available resources.
  • Researched information using available resources.
  • Coordinate with support team to ensure the consumer receives the highest quality service using all available resources.
  • Researched required information using available resources.Provided customers with service information.
  • Researched required information using available resources such as National Emergency Management Information System (NEMIS) computer system.

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22. Accurate Information

average Demand
Here's how Accurate Information is used in Call Center Associate jobs:
  • Respond to verbal and written requests with complete and accurate information to satisfy strict internal procedures and external regulation or guidelines.
  • Researched problems to give account holder accurate information.
  • Provided accurate information regarding their benefits.
  • Maintained accurate information for each patient.
  • Guarantee that National Account customers have a reliable, responsible, and approachable agent that will provide them with accurate information.
  • Meet Compliance standards, provide accurate information and set expectations on every call.
  • Answer all in bound calls taking accurate information from potential customer.
  • Provide accurate information based on the scripted responses.
  • Followed established guidelines in providing customers accurate information using various system tools.
  • Perform a variety of complex functions toggling between computer screens to provide customer with up to date accurate information.

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23. Potential Customers

average Demand
Here's how Potential Customers is used in Call Center Associate jobs:
  • Performed telemarketing to interest potential customers in security systems.
  • Identified potential customers and maximized cross-selling opportunities.
  • Represented the Bank in a manner that maintains and expands positive relations with all customers, potential customers and co-workers.
  • Delivered prepared sales scripts to persuade potential customers to purchase PMG products or services.
  • Used excellent phone skills and manners for the initial interaction with potential customers.
  • Answer large number of Inbound calls from current customers and potential customers.
  • Manage and update list of current and potential customers.
  • Assist potential customers with establishing their credit with Saks.
  • Credit reports on potential customers/ clients Managed and coordinated all office supply vendors to reduce costs.
  • Received inbounded calls including transferred sales calls from current leads and potential customers.
  • Make calls to potential customers looking to buy vehicles from Lynn Layton.

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24. Appropriate Information

average Demand
Here's how Appropriate Information is used in Call Center Associate jobs:
  • Navigated in a computerized environment to access appropriate information to service policy holders.
  • Corresponded with customers to provide accurate and appropriate information to their inquiries.
  • Provide accurate and appropriate information for customer by inquiry info manager tools.
  • Provided accurate and appropriate information in response to customer inquiries.Skills Used: Information-gathering.
  • Provided accurate and appropriate information to the customers, answer incoming calls, accurately place orders, demonstrate communication skills effectively.
  • Provided accurate and appropriate information in response to customer inquiries and guaranteed positive customer experiences and resolved all customer complaints.

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25. New Associates

average Demand
Here's how New Associates is used in Call Center Associate jobs:
  • Assist new associates as needed/provide on the job training to new hires or other individuals.
  • Facilitated training of new associates, educating them in guidelines and call procedures.
  • Point person to train new associates on proper phone etiquette and policy.
  • Coach new associates / take calls as necessary.
  • Trained new associates regarding call center procedures.
  • Assisted and trained new associates.
  • Assist new associates as needed.
  • Led training activities of new associates >Authored/distributed CATS manual for Service Desk Operations to associates to assist with process compliance.

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26. Alternative Solutions

average Demand
Here's how Alternative Solutions is used in Call Center Associate jobs:
  • Offer alternative solutions where appropriate with the objective of retaining customer's business.
  • Resolved problems by clarifying issues; exploring answers and alternative solutions; Fulfills requests by completing transactions; forwarding requests.
  • Clarified issues, provided, information, researched answers and alternative solutions, reconciled accounts, entered corrections and implemented solutions.
  • Resolved problems by clarifying issues; exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.
  • Resolve consumer s problems by researching issues, providing answers and offering alternative solutions or escalate applications.
  • Resolved problems by researching and exploring answers and alternative solutions; executed solutions for escalating unresolved problems.

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27. Hipaa

average Demand
Here's how Hipaa is used in Call Center Associate jobs:
  • Illustrated diplomacy by adhering to all HIPAA regulations while assisting callers with questions regarding appointments and billing.
  • Maintained privacy in accordance to HIPAA when dealing with personal health information.
  • Relayed patient messages to their doctor while adhering to the HIPAA policy.
  • Completed 4 week HIPAA privacy rule training.
  • Maintained confidential information with respect to secure information, medical history and Health Insurance Portability and Accountability Act (HIPAA) procedures
  • Prepared patient profiles into Wal-Mart's Best Optical Service Systems* Processed contact prescriptions* Managed patient confidentiality with HIPAA training

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28. Service Information

average Demand
Here's how Service Information is used in Call Center Associate jobs:
  • Ensured service information accessible by sorting and filing documents/forms.
  • Provided customers with product and service information and followed up on customer calls when necessary.
  • Provided financial service information and assisted with customer account management, account renewals, billing information, and cancellation of accounts.
  • Provided reassurance to member's during emotional upset, while gathering necessary information to dispatch service information necessary to dispatch service.
  • Provide friendly and professional service to members via telephone and/or written correspondence and customers with product and service information.
  • Responded to emails from City agencies obtaining vital information for Hurricane Katrina residents involving open city service information.

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29. Client Information

low Demand
Here's how Client Information is used in Call Center Associate jobs:
  • Obtained client information by answering/making telephone calls and verifying information while inputting it into a computer system.
  • Obtained client information by answering telephone calls, interviewing clients and verifying information.
  • Utilized company database to organize appropriate client information.
  • Generated reports with updated client information on a daily basis.
  • Maintained and updated an efficient filing system of client information.
  • Obtained and processing client information.
  • Conducted interviews via telephone *Input answers of clients into database *Retrieve client information from que for monitoring purposes

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30. Medicare

low Demand
Here's how Medicare is used in Call Center Associate jobs:
  • Review medical necessity information for medications requiring prior authorization for Medicare members.
  • Answered client questions regarding insurance coverage for Medicare/Medicaid and authorized prescriptions.
  • Problem-solved health insurance complications for retiree and Medicare recipients.
  • Facilitate Medicare Drug Plan enrollments.
  • Worked as a bilingual call center operator selling Health Care plans and plans related to Medicare and the Affordable Care Act
  • Reviewed and resolved Medicare secondary payers cases and recover any Medicare monies that were disbursed in error.
  • Register new clients who have availability to Medicare D plans.
  • Worked contracts for Blue Cross Blue Shield of Florida and Silverscript Medicare Part D PDP.

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31. External Customers

low Demand
Here's how External Customers is used in Call Center Associate jobs:
  • Performed a variety of clerical and administrative tasks for internal and external customers.
  • Handle calls and aid in resolving inquiries from field representatives and external customers.
  • Answered requests via phone and email from both internal and external customers Ran nightly reports for management
  • Assisted internal/external customers with policy/application inquiries.
  • Provided all internal and external customers personalized services resolving all customer inquiries with intentional focus on brand advocacy and customer satisfaction.
  • Worked closely with support teams in designing an internal Customer Services Creed; fostered positive relationships with internal and external customers.

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32. Trouble Shooting

low Demand
Here's how Trouble Shooting is used in Call Center Associate jobs:
  • Trouble shooting customer's equipment, shipping out and mailing new equipment and information to the customers as requested.
  • Maintained up-to-date knowledge of Virginia Lottery policies regarding game rules, machinery, and trouble shooting tips.
  • Helped customers with trouble shooting, Follow up on claims and finding solutions.
  • Assist with trouble shooting and/or replacing mobile devices through processes.
  • Make conversation while trouble shooting.
  • assisted with purcheses information on products trouble shooting products call inquireies and trained newly hired staff other duties as assinged

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33. Sales Goals

low Demand
Here's how Sales Goals is used in Call Center Associate jobs:
  • Contributed to established team/sales goals, team events, incentives in support of team success.
  • Achieved sales goals by suggestive cross sales and adding key performance products to orders.
  • Worked from home and was able to keep up with sales goals efficiently.
  • Contribute to team efforts by achieving sales goals.
  • Make new sales goals for the month.
  • Engaged customers in conversation to accurately identify needs and objectives, constantly exceeding weekly sales goals.

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34. Customer Interactions

low Demand
Here's how Customer Interactions is used in Call Center Associate jobs:
  • Documented customer interactions into a call logging system for tracking purposes.
  • Manage multiple-simultaneous customer interactions online.
  • Maximized customer loyalty by creating positive customer interactions and applying marketing strategies aimed at effective emphasis of product features and benefits.
  • Trained staff on how to successfully carry out customer interactions Developed effective relationships with all call center departments through clear communication.
  • Document customer interactions with products/services, enter descriptive information online in order to provide history and track all issue resolutions.
  • Documented customer interactions and product/service issues and entered descriptive information online in order to provide history and track issue resolution.

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35. Payment Arrangements

low Demand
Here's how Payment Arrangements is used in Call Center Associate jobs:
  • Answer calls for gas and electric emergencies as well setting up payment arrangements.
  • Answered phones, explained billing issues to clients and negotiated payment arrangements.
  • Accepted bills payment over the phone and made payment arrangements or extension.
  • Assisted customers with setting up payment arrangements.
  • Collected balances or established payment arrangements on past due 5day- Pre Charge- Off Credit Card accounts.
  • Processed payments and set up payment arrangements to maintain or reactivate service while providing exceptional customer service to maintain customer loyalty.

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36. Appropriate Changes

low Demand
Here's how Appropriate Changes is used in Call Center Associate jobs:
  • Initiate and implement appropriate changes within the telephone switch Resolution and follow-up of escalated telephone customer service calls.
  • Maintained business and government accounts in customer's database and ensured system reflected appropriate changes.
  • Confirmed appropriate changes are made to resolve customers problems which increased customer satisfaction.
  • Conducted daily rounds of animals available for adoption and implemented appropriate changes.
  • Implemented appropriate changes to ensure customers' problems were effectively resolved.
  • Analyzed customer needs and made appropriate changes/suggestions.

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37. Personal Information

low Demand
Here's how Personal Information is used in Call Center Associate jobs:
  • Handle personal information with extreme confidentiality.
  • Call customers to update personal information on accounts to keep company records up to date.
  • Utilized Salesforce software to record client's personal information and make appointments.
  • Complete transactions expediently with sensitive personal information from customer by inputting information into purchase forms and obtaining payment.
  • Maintain monitor and process confidential account information and transactions while protecting member personal information and keeping compliance guidelines.
  • Handled calls according to established policies and procedures with a focus on maintaining confidential and protected personal information.

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38. Accurate Service

low Demand
Here's how Accurate Service is used in Call Center Associate jobs:
  • Answer calls from retailers to provide prompt, accurate service including downloads, troubleshooting and problem escalation.
  • Take ownership of each call to facilitate accurate service and problem resolution.

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39. Problem Resolution

low Demand
Here's how Problem Resolution is used in Call Center Associate jobs:
  • Position required extensive contact with plant and vendor personnel, good customer service skills and excellent research and problem resolution skills.
  • Calm irate clients, repair trust, problem resolution and provide the best solution to resolve issues.
  • Calmed angry callers, repaired trust, located resources for problem resolution and design best-option solutions including troubleshooting wireless devices.
  • Increased revenue and improved customer satisfaction with providing advanced support for customer issues, ensuring timely and accurate problem resolution.
  • Provide all aspects of Customer Service including initializing and maintaining customer records, problem resolution, internal communications and collections.
  • Promoted a high degree of customer satisfaction and problem resolution in all applicant interactions within a fast paced environment.

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40. Additional Services

low Demand
Here's how Additional Services is used in Call Center Associate jobs:
  • Upgrade customers to additional services.
  • Determine requirements by working with customers, answering inquiries, sold additional services by recognizing opportunities, and provided useful resources.
  • Help customer with inquiries about package transit and delivery times * Provide information to customers regarding additional services provided by the company
  • Provide residence customers with troubleshooting assistance and customer education; as well as educate customers of additional services for up sell opportunities
  • Provided excellent customer service while handling their concerns and provided information on additional services and equipment provided by the company.
  • Participated in business development by introducing prospective and existing customers to new and additional services following company sanctioned sales methods.

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41. Confidential Information

low Demand
Here's how Confidential Information is used in Call Center Associate jobs:
  • Experience in handling confidential information on a consistent basis.
  • Processed kills on customer confidential information.
  • Listen, understand, and communicate sensitive and confidential information to callers.
  • Maintained and adhered to confidential information as required by HIPPA standards.
  • Responded to all telephone inquiries for patient information which may include handling confidential information.
  • Preserve important and confidential information and utilizing it only for criminal justice purposes.

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42. Follow-Up Calls

low Demand
Here's how Follow-Up Calls is used in Call Center Associate jobs:
  • Make follow-up calls and conducted additional research for issues.
  • Transition successful sales calls into appointments for an invitation-only open house by collecting information, and conducting follow-up calls.
  • Make follow-up calls to customers ensuring all problems resolved satisfactorily.
  • Generated repeat business through successful client follow-up calls.
  • Complete follow-up calls to members/non-members.
  • Performed client follow-up calls to include: customer satisfaction, rescheduling of missed appointments, and question regarding future car purchases.

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43. New Clients

low Demand
Here's how New Clients is used in Call Center Associate jobs:
  • Create new wireless contracts for new clients and inform them of expected monthly fees and data limits.
  • United States) Phone sales of IT services; Building friendly relations with clients; Search of new clients;
  • Implemented call center resource sites for new clients.
  • Updated information on all current and new clients.
  • Helped new clients roll out their programs.
  • Attracted new clients by repeatedly exceeding quotas.

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44. Member Information

low Demand
Here's how Member Information is used in Call Center Associate jobs:
  • Utilize internal computer networks/systems to navigate member information, process medical claims and document inquiry status/updates.
  • Initiate investigation process based on the nature of the inquiry claim, member information, benefits, enrollment and appeals.

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45. Customer Grievances

low Demand
Here's how Customer Grievances is used in Call Center Associate jobs:
  • Communicated unresolved customer grievances to appropriate department for investigation
  • Refer unresolved customer grievances to designated departments for further investigation or notify them of claim investigation results and/or any planned adjustments.
  • Assisted customers with billing and technical issues as well as assisted with unresolved customer grievances to designated departments for further investigation.
  • Refer unresolved customer grievances to designated departments Review insurance policy terms to determine whether a particular loss is covered by insurance.
  • Gained skills in payment collections/deposits, record keeping, and customer grievances for this leading provider of technology-driven, voice-oriented solutions.
  • Referred unresolved customer grievances to designated departments for further investigation and made follow-up calls to ensure customer's issue was resolved.

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46. Company Policies

low Demand
Here's how Company Policies is used in Call Center Associate jobs:
  • Used as role model for newly assigned personnel due to high production and strict adherence of company policies.
  • Educate and instruct members and providers on company policies and procedures.
  • Trained new hires on company policies and phone line management procedures.
  • Provided excellent customer service to Medicare/Medicaid providers and junior representatives by explaining company policies and procedures and responded to routine inquiries.
  • Provided information and performed a variety of duties within the Customer Care Department consistent with departmental and Company policies and procedures.
  • Answered email correspondence from customers regarding company policies, environmental concerns, racial injustices and overall experiences in Walmart stores.

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47. Appropriate Departments

low Demand
Here's how Appropriate Departments is used in Call Center Associate jobs:
  • Operated CRT with directory look-up system in order to expedite internal and external calls to the appropriate departments.
  • Received emergency calls and forwarded calls to appropriate departments, ensuring that callers reach appropriate people.
  • Routed calls to appropriate departments as needed.
  • Transfer calls to appropriate departments when needed.
  • Responded to inquiries regarding information on medication products, directed calls to appropriate departments regarding distributions, reimbursement and new orders.
  • Entered customer orders accurately and efficiently into order system data base Answered and transferred calls to the appropriate departments.

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48. Irate Customers

low Demand
Here's how Irate Customers is used in Call Center Associate jobs:
  • Handled irate customers with empathy and determination to provide resolution.

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20 Most Common Skill for a Call Center Associate

Customer Service38.6%
Phone Calls13%
Telephone Calls8.2%
Data Entry5.4%
Outbound Calls4.2%
High Call Volume3.6%
Alumni3.5%
Technical Support3.1%

Typical Skill-Sets Required For A Call Center Associate

RankSkillPercentage of ResumesPercentage
1
1
Customer Service
Customer Service
32.8%
32.8%
2
2
Phone Calls
Phone Calls
11.1%
11.1%
3
3
Telephone Calls
Telephone Calls
7%
7%
4
4
Data Entry
Data Entry
4.6%
4.6%
5
5
Outbound Calls
Outbound Calls
3.5%
3.5%
6
6
High Call Volume
High Call Volume
3%
3%
7
7
Alumni
Alumni
3%
3%
8
8
Technical Support
Technical Support
2.7%
2.7%
9
9
Computer System
Computer System
2%
2%
10
10
Customer Accounts
Customer Accounts
2%
2%
11
11
Customer Information
Customer Information
2%
2%
12
12
Customer Complaints
Customer Complaints
1.8%
1.8%
13
13
Internet
Internet
1.8%
1.8%
14
14
Troubleshoot
Troubleshoot
1.6%
1.6%
15
15
Customer Orders
Customer Orders
1.1%
1.1%
16
16
Scheduling Appointments
Scheduling Appointments
1.1%
1.1%
17
17
Credit Card Transactions
Credit Card Transactions
1%
1%
18
18
New Accounts
New Accounts
1%
1%
19
19
Customer Questions
Customer Questions
0.9%
0.9%
20
20
Billing Questions
Billing Questions
0.9%
0.9%
21
21
Available Resources
Available Resources
0.8%
0.8%
22
22
Accurate Information
Accurate Information
0.7%
0.7%
23
23
Potential Customers
Potential Customers
0.7%
0.7%
24
24
Appropriate Information
Appropriate Information
0.7%
0.7%
25
25
New Associates
New Associates
0.7%
0.7%
26
26
Alternative Solutions
Alternative Solutions
0.6%
0.6%
27
27
Hipaa
Hipaa
0.6%
0.6%
28
28
Service Information
Service Information
0.6%
0.6%
29
29
Client Information
Client Information
0.6%
0.6%
30
30
Medicare
Medicare
0.6%
0.6%
31
31
External Customers
External Customers
0.6%
0.6%
32
32
Trouble Shooting
Trouble Shooting
0.6%
0.6%
33
33
Sales Goals
Sales Goals
0.6%
0.6%
34
34
Customer Interactions
Customer Interactions
0.5%
0.5%
35
35
Payment Arrangements
Payment Arrangements
0.5%
0.5%
36
36
Appropriate Changes
Appropriate Changes
0.5%
0.5%
37
37
Personal Information
Personal Information
0.5%
0.5%
38
38
Accurate Service
Accurate Service
0.5%
0.5%
39
39
Problem Resolution
Problem Resolution
0.5%
0.5%
40
40
Additional Services
Additional Services
0.5%
0.5%
41
41
Confidential Information
Confidential Information
0.5%
0.5%
42
42
Follow-Up Calls
Follow-Up Calls
0.4%
0.4%
43
43
New Clients
New Clients
0.4%
0.4%
44
44
Member Information
Member Information
0.4%
0.4%
45
45
Customer Grievances
Customer Grievances
0.4%
0.4%
46
46
Company Policies
Company Policies
0.4%
0.4%
47
47
Appropriate Departments
Appropriate Departments
0.4%
0.4%
48
48
Irate Customers
Irate Customers
0.4%
0.4%

71,755 Call Center Associate Jobs

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