HR Service Center Representative jobs in Virginia

• Ability to answer/process large volume of telephone calls in a call center in a courteous, professional and clear manner.
• Ability to respond to all call types within the established KPI quality score of at least 3.5 or higher; and achieve KPI call handling time of 4.0 – 4.5 minutes. 
• Ability to comprehend and follow Customer Service Call Center and Service Authority policies and procedures.
• Ability to learn and demonstrate the customer service skills established in the "Pipeline to Customer Excellence" training program; and call procedures outlined in the "5-Step Call Flow Process"(Prepare, Greet, Identify Needs, Address Needs and Close the Call). 
• Ability to apply the procedures of the 5-Step Call Flow Process when answering customer calls; and ability to use open and closed ended and probing questions.
• Ability to demonstrate general analytical and problem solving skills in order to assess calls for appropriate account action; answer general questions about customer bills; and perform basic math calculations to resolve customer billing questions and issues.
• Ability to learn and demonstrate general knowledge of account header adjustments and Service Authority Leak Adjustment policies.
• Possesses general keyboarding skills and ability to learn, demonstrate and navigate computer software programs including, but not limited to Cayenta.
• Possesses effective research skills in order to conduct customer account research.
• Possesses excellent verbal and interpersonal communication skills.
• At least one year of high call volume (40 – 60 calls per day) call center experience. 
• High school diploma or GED.
• Or combination of education and experience as described above.

 Preferred Skills and Experience:

• Two or more years of high call volume (60 – 80 calls per day) call center experience in a similar industry.
• Possesses at least six months of recent phone experience within an office environment entailing inbound or outbound calling.
• Some education above the high school level is preferred and/or technical training plus related experience. 
• Multilingual abilities are preferred.

 Special Requirements:

• N/A

 Reporting to this Position: 

• None