Contact Center Agent

**Key Goals of Position**:
**Specific Information**:
Below are key responsibilities of a Contact Center Agent. The duties listed are not to be considered restrictive or complete and nothing should prevent the management to reassess them or make them evolve as requested by the business.
- Delivers prepared talks, reading from scripts, in order to persuade potential physicians to complete a survey and adjust scripts to better target the needs and interests of specific individuals
- Explains survey objectives and answer questions from physicians.
- Updates the existing database with any modifications or changes and the present status of the physicians or prospective respondents.
- Schedules appointments to perform the survey with the physician.
- Provides individualized customer service of high-standard professional level.
- Builds interest in the surveys offered by the organization and follow up on initial interaction
- Handles physicians directly either electronically, or telephone and responds to doctors inquiries and questions promptly.
- Provides feedback regularly on the effectiveness and soundness of policies and procedures of the customer service department.
- Transfers customer calls with complex inquiries to appropriate staff.
- Completes call reports and logs.
- Keeps smiling on the phone