JOB DESCRIPTION

The Call Center Representative’s primary focus is handling inbound phone calls from consumers who are eligible for Kroll’s products and services as well as phone calls from Kroll’s program administrators. They will provide web support for online users and will also be responsible for Tier 1 customer service support for breach members.  This Customer Service Representative position will report to the Consumer Services Supervisor.  

At Kroll, your work will help deliver clarity to our clients’ most complex governance, risk, and transparency challenges. 

RESPONSIBILITIES:

• Answer inbound phone calls and emails in a contact center environment.
• Provide excellent customer service support. 
• Provide accurate information regarding Kroll’s products, services, and product delivery systems.
• Be professional and courteous with callers at all times.
• Maintain confidential information in accordance with company procedures and standards.
• Possess the ability to quickly respond to client and consumer issues and complete a high volume of tasks and assignments.
• Work well within a team environment and independently
• Must study for and pass the Fair Credit Reporting Act (FCRA) certification exam. Study time, costs for exam and materials will be provided by Kroll.
• Other administrative work as needed.
• Perform all duties in accordance with company procedures and standards.

REQUIREMENTS:

• Must be flexible, enthusiastic and possess good interpersonal skills.
• Must be flexible to work additional hours if needed when high call volume is anticipated
• Must be proficient in MS office products, i.e. Word, Excel, PowerPoint.
• Excellent interpersonal and communication skills (listening, verbal, written)
• May be asked to be available for on-call after hours phone support as needed by the business.
• Sitting for long periods of time in close proximity to a computer screen is required.

• Excellent written and verbal communication skills that help represent diverse communities
• Experience working with diverse teams

Experience:

• Customer Service: 2 years (Preferred)
• Call Center Experience: 1 year (Preferred)

Education:

• High School Diploma (Required)
• Bachelor's (Preferred)