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Senior Call Center Representative Jobs in Puerto Rico

Infosys

Senior Process Associate

Aguadilla, PR · On-site

Senior Process Associate Aguadilla, Puerto Rico This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that ...

Alivia Health

Patient Service Manager

Guaynabo, PR · On-site

... Call Center and Registry functions within Alivia Specialty Pharmacy (ASP). Reporting directly to the Senior Manager Patient Services & Support, this role ensures that patient service operations are ...

Alivia Health

Patient Service Manager

Guaynabo, PR · On-site

... Call Center and Registry functions within Alivia Specialty Pharmacy (ASP). Reporting directly to the Senior Manager Patient Services & Support, this role ensures that patient service operations are ...

Alivia Health

Patient Service Manager

Guaynabo, PR · On-site

$85 - $110/hr

... Call Center and Registry functions within Alivia Specialty Pharmacy (ASP). Reporting directly to the Senior Manager Patient Services & Support, this role ensures that patient service operations are ...

Adecco

Customer Service Representative

San Juan, PR · On-site

$13 - $13.50/hr

... in a call center environment. Requirements: * High School Diploma/GED * Prior health care ... Representative positions in San Juan, PR! Pay Details: $13.00 to $13.50 per hour Benefit offerings ...

Liberty Latin America Communications, Inc.

PR

Direct Debit, IVR Automatic Payment, Web Payment, Payment through a call center representative over the phone. * May perform follow-up on installation/service quality, greet walk-in customers.

Liberty Latin America Communications, Inc.

PR · On-site

Direct Debit, IVR Automatic Payment, Web Payment, Payment through a call center representative over the phone. * May perform follow-up on installation/service quality, greet walk-in customers.

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Senior Call Center Representative information

What is a senior call center representative?

Senior Call Center Representatives are experienced customer service professionals who handle complex customer inquiries, resolve escalated issues, and provide guidance to junior staff. They typically have in-depth knowledge of company products, services, and procedures, enabling them to support both customers and team members effectively. In addition to answering calls, they may assist with training new employees, monitoring call quality, and implementing best practices to improve the customer experience.

What are the key skills and qualifications needed to thrive as a senior call center representative?

To thrive as a Senior Call Center Representative, you need in-depth knowledge of customer service principles, strong problem-solving abilities, and experience with call center operations, often supported by relevant experience or supervisory training. Familiarity with customer relationship management (CRM) software, call routing systems, and telephony platforms is typically required. Outstanding communication, patience, and leadership skills help you handle escalations and mentor junior staff. These skills are crucial to ensuring high customer satisfaction, efficient team support, and effective resolution of complex issues in a fast-paced environment.

What are some common challenges senior call center representatives face, and how can they effectively manage them?

Senior Call Center Representatives often encounter challenges such as handling escalated customer complaints, balancing high call volumes, and mentoring junior team members. To manage these effectively, it's important to develop strong communication and conflict resolution skills, stay organized, and remain calm under pressure. Leveraging experience to provide guidance to less-experienced colleagues and utilizing available technology and resources can also help streamline processes and improve overall team performance.

What is the difference between Senior Call Center Representative vs Call Center Agent?

AspectSenior Call Center RepresentativeCall Center Agent
Required CredentialsHigh school diploma, experience, possibly certifications in customer serviceHigh school diploma or equivalent, basic customer service skills
Work EnvironmentCall centers, customer service departmentsCall centers, customer support roles
Employer & Industry UsageCustomer service, technical support, salesCustomer support, inbound/outbound calls
Common Search & ComparisonMore experienced, higher responsibilitiesEntry-level, basic support

The main difference between a Senior Call Center Representative and a Call Center Agent is experience and responsibility. Senior representatives typically handle more complex issues, mentor new staff, and have a deeper understanding of products or services. Call Center Agents are usually entry-level, focusing on basic customer interactions. Both roles are essential in customer service environments, but the senior position involves greater expertise and leadership responsibilities.

What are the most commonly searched types of Call Center Representative jobs in Puerto Rico?

The most popular types of Call Center Representative jobs in Puerto Rico are:

What are popular job titles related to Senior Call Center Representative jobs in Puerto Rico?

For Senior Call Center Representative jobs in Puerto Rico, the most frequently searched job titles are:

What job categories do people searching Senior Call Center Representative jobs in Puerto Rico look for?

The top searched job categories for Senior Call Center Representative jobs in Puerto Rico are:

Senior Call Center Representative jobs near you

Lead Contact Representative (Bilingual-Spanish)

Criminal Investigation & Law Enforcement | IRS Careers

Guaynabo, PR • On-site

$61K/yr

Full-time

Re-posted 10 days ago

Key responsibilities

  • Advise taxpayers of their rights and appeals procedures related to individual and business accounts.

  • Research accounts and interact with individuals, including third-party representatives, in sensitive or challenging situations.

  • Coordinate workflow, resolve related problems, and support organizational functions through service to internal and external customers.

Internal Revenue Service rating

7.4

Company rating: 7.4 out of 10

Based on 130 frontline employees who took The Breakroom Quiz

159th of 297 rated public sector bodies

Job description

WHAT ISTaxpayer Services Service Center - Accounts Management?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions
  • The range reflects the minimum locality to maximum locality for locations listed in the announcement. Salary will be based on selected duty location.
  • Telework eligible positions do not guarantee telework.
REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILSQualifications:

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume.
You must meet the following requirements by the closing date of this announcement.
QUALIFICATION REQUIREMENTS:
SPECIALIZED EXPERIENCE GS - 9: You must have one (1) year of specialized experience at a level of difficulty and responsibility equivalent to the GS-08 grade level in the Federal service. Specialized experience for this position includes:

  • Applying the methods, precedents, and guidelines related to individual and/or business accounts and the specialization of the assigned workload to advise taxpayers of their rights and appeals procedure;
  • Researching accounts and dealing with all individuals including third party representatives, often in sensitive situations, including those where individuals are evasive, irate, and unwilling to accept the Service's or Employers position as to the determination of their account;
  • Servicing internal and external customers by identifying organizational functions, terminology, quality assurance techniques, and reporting requirements in order to coordinate workflow and resolve related problems;
  • Assessing the performance capabilities of employees in order to assign work appropriately;
  • Experience with organizational office operation, processing and procedures and administrative policies, to support the supervisor or to use when acting as supervisor;
  • Experience utilizing inventory management procedures to control casework and conduct research;
  • Experience coaching, instructing, and/or evaluating subordinates.

AND
You must also meet the following requirement(s):

  • TIME AFTER COMPETITIVE APPOINTMENT (TACA): By the closing date (or if this is an open continuous announcement, by the cut-off date) specified in this job announcement, current civilian employees must have completed at least 90 days of federal civilian service since their latest non-temporary appointment from a competitive referral certificate, known as time after competitive appointment. For this requirement, a competitive appointment is one where you applied to and were appointed from an announcement open to "All US Citizens"
  • BILINGUAL POSITION: Applicants will be required to demonstrate proficiency (ability to speak, read, and write) in both English and Spanish. You may be tested at some point in the hiring process to determine if you possess the required level of proficiency. If you are unable to demonstrate proficiency, you will not be considered for the position.

For more information on qualifications please refer to OPM's Qualifications Standards.

Education:A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page.
FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions.
We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE).Employment Type: OTHER

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