Customer Service Hotline Representative

General Characteristics

• Responds to inquiries and provides information to customers calling into a service hotline.
• Records all customer contact information in a call log.
• Evaluates situation, determines appropriate response and escalates to designated specialist/resource for resolution of customer’s problem or complaint.
• Tracks issues escalated for resolution to ensure customer receives a timely response.

Education

• Associate’s or Bachelor’s Degree or technical institute degree/certificate in Computer Science, Information Systems, Business Administration, or other related field.
• Or equivalent work experience.

Experience

• 0 to 2 years of related work experience.

Complexity

• Learner/entry level role.
• Provides customer hotline services of low to medium complexity.
• Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers.
• Generally follows documented procedures and checklists.