Voice Office Operations Representatives are responsible for answering inbound phone calls related to company products and services, providing support to customers and consumers who utilize these offerings[1][3][7]. Their duties often include accurately capturing customer details during calls, adhering to established processes and procedures, and ensuring high-quality service delivery[1][3][7].
- Answer inbound calls for all supported products and services, assisting customers with inquiries and concerns[1][3][7].
- Demonstrate and maintain thorough knowledge of specific business processes, products, services, and tools[1][3].
- Support screening services involving employment or rental housing when applicable[1].
- Accurately and efficiently record all details and data relevant to customer or consumer interactions[3].
- Collaborate with the quality assurance (QA) team and team leaders to improve performance based on feedback and coaching[1][3].
- Manage schedules, time usage, and adhere to assigned shifts, which may include night and weekend hours to support customers in different time zones[1][7].
- Perform other duties as assigned by management, adapting to changing priorities as necessary[1][3].
Core Skills and Qualifications:
- 1-3 years’ experience in an operational or customer service/call center environment, preferably with inbound voice support[1][3].
- Excellent verbal and written communication skills, and strong interpersonal abilities[1][3][2].
- Proficient in using Microsoft Office applications and general PC skills[1][2].
- Exceptional attention to detail and strong decision-making skills[1][2].
- Self-motivation, ability to demonstrate initiative, readiness to adapt and strong time management skills[1][3].
- Ability to work effectively in team-oriented environments and independently when necessary[1][3][2].
- Display professionalism, maintain confidentiality, and handle irate or challenging customers with empathy and effectiveness[3][2].
Technical and Compliance Knowledge:
- Remain updated on company processes and procedures, and proactively seek out knowledge improvements[1][3].
- Understand relevant regulations or business-specific concepts (e.g., U.S. credit/financial principles, criminal justice system concepts, housing system concepts), if the role supports specialized sectors[1].