Call Center and Local Offices need to Sync
Customer Resource Specialist II (voormalige medewerker) – Charlotte, NC – 4 oktober 2018
I worked in the call center, taking calls from across the country. Some divisions were very good with communicating information to call center so call center agents would be able to effectively assist customers with any questions(that is if the agent even bothers to read the information the division provides). However, many divisions would not communicate with the call center, leading to repeat calls from customers. Management would try to call but the division would not answer(that was the most stressful part when you have a customer who was promised a callback and even management cannot give an answer).Due to this, and agents not correctly informing customers of pertinent information(fees with billing and service days),CRC II's and consultants got A LOT of repeat calls. Hopefully the call center and the divisions get in sync soon, or else they will lose several contracts and numerous customers. For anyone that applies to this job and gets it: just be transparent with your customers(don't overpromise), and be detailed in your notes!!!
Assigned pods for certain areas, 45 minute lunch break, great coworkers
Lack of communication from some divisions, nonstop calls