Call Center Representative

Responsibilities:

• Answer inbound calls received on GEPD hotline: Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that caller feel supported and valued.

• Managing large amounts of inbound and outbound calls in a timely manner.

• Identifying caller’s needs, clarify information, research every issue and providing solutions.

• Management and follow up donor complaints with the donation center.

• Identify and escalate issues to call center supervisor.

• Process appointments and other application.

• Route calls to appropriate resources.

• Document all call information according to standard operating procedures.

• Recognize, document, and alert the management team of trends in received calls.

• Follow up donors calls where necessary.

• Complete call logs and reports.