Call Center Administrator; Ca, Livermore

Call Center Administrator (Ca, Livermore)

Corporate office: 3090 Independence Drive Livermore CA, 94551

Restoration Management Company expects each, and every employee to embrace and apply in their daily activities the following company CORE VALUES:
Team Spirit, Integrity, Quality, Humility, and Safety. These, in addition to the requirements listed below, are essential to the success of your career with Restoration Management Company.

The Call Center Administrator is responsible for accurately taking information via phone and e-mail for all emergency and non-emergency service claims and processing the claim information promptly and efficiently. Answer incoming calls in a timely and courteous manner and direct them to the appropriate employee. Perform general clerical duties and related tasks. This position reports to the Call Center Manager.

Core responsibilities for this position include but are not limited to:

• Answering customers’ inquiries by clarifying desired information.
• Answering phone calls and promptly directing them to the appropriate employee.
• Receiving and entering claim information into project tracking software and dispatching to the appropriate servicing branch.
• Responsible for quality control of information received.
• Verify, clarify, and confirm accuracy of information from customer.
• Processing department transfers and after hours call according to the appropriate paperwork.
• Setting up, testing, and removing Call Forward Feature on Main Line prior to starting and ending of day.
• Effectively communicating with co-workers, management, and customers.
• Completing specialized reports for Accounting Department in a timely manner.
• Working independently on assignments as well as accepting directions for other tasks.
• Reviewing after hours call log for new job information and/or messages and process.
• Provide back-up support to front desk/receptionist during breaks.

The position of Call Center Administrator requires the following:

• Possession of a High School Diploma or equivalent.
• At least 3 to 5 years in a customer service role.
• Possess a professional and friendly attitude and quickly develop a rapport with customers over the phone.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• A pleasant telephone voice; courteous and efficient telephone manner.
• Excellent human relation skills to deal compassionately and efficiently with visitors/customers in person or on the telephone.
• Working knowledge in MS Office (Word and Excel) and data entry systems.
• Prompt arrival and regular attendance at work.
• Accurate and careful typing.
• Ability to multi-task, manage time, and meet deadlines.
• Ability to work as a team with other employees.
• Professional appearance.

• Regulatory Requirements: Adhere to all local, state, and federal safety regulations, including OSHA and EPA standards.
• Personal Protective Equipment (PPE): Required PPE may include gloves, masks, goggles, hard hats, and safety footwear. All employees must wear PPE as required for their specific roles and job site conditions.
• Ergonomic Practices: Practice ergonomic principles to prevent musculoskeletal disorders. This includes proper desk setup, using adjustable chairs, and maintaining good posture while seated.
• Office Safety Protocols: Adhere to established office safety protocols to maintain a secure work environment. This includes the following guidelines for the proper use of office equipment and ensuring that work spaces are free from clutter to prevent trips and falls.
• Safety Training: Complete all mandatory safety training sessions, including but not limited to hazard communication, emergency response, and safe equipment handling.
• Reporting Safety Concerns: Ability to identify and immediately report any unsafe conditions, hazards, incidents or injuries to supervisors without fear of retaliation.
• Emergency Procedures: Familiarize yourself with emergency procedures relevant to your specific job site, including evacuation routes, and emergency contacts.

• Lifting and Carrying: Ability to lift and carry materials or equipment weighing up to 25 lbs. regularly and up to 50 lbs. with assistance.
• Physical
  
  Activities:
  
  Ability to perform tasks that require walking, bending, reaching, crouching, kneeling, climbing, squatting, crawling, lifting above shoulder, reaching, and twisting.
• Sitting and Standing: Prolonged sitting or standing required (in office, driving and/or at job sites). Regular alternating between sitting and standing.
• Repetitive Motions: Continuous repetitive motion and tasks involving L/R hand movement (computer/mouse), wrists, or arms (e.g., typing, data entry).
• Machinery Operation: Capacity to operate machinery and tools as required by job tasks, which may involve fine motor skills and hand-eye coordination.
• Visual Ability: Requirement for clear vision (e.g., close work, computer use, eye…