Urban Alliance
← Customer Experience

Contact Center Representative

Handles inbound customer contacts, verifies information, uses scripts/knowledge bases, documents cases, and routes or escalates issues through appropriate channels.

Your progress0/14 lessons

Local employers · Detroit & Southeast Michigan

  • Rocket Mortgage
  • Little Caesars
  • Meijer
  • Comerica Bank
  • DTE Energy
  • Blue Cross Blue Shield of Michigan

Related classes

  • Business Communication
  • Computer Applications
How this program works: Each lesson follows a mastery-learning path: watch a short video, work through the learning module, practice every learning component as a hands-on activity, apply it in a written response (with optional AI coach feedback), then take a quiz with hints and explanations. Your quiz score earns your level — Novice (under 50%), Emerging (50–74%), Proficient (75–99%) or Advanced (100%). You need at least Emerging to move on, and module levels average your lesson levels. Lessons unlock in order — finish Module 1 to start Module 2, and all lessons to unlock the credential capstone.

Module 1 · Workplace foundations

1

Workplace foundations · Lesson 1

Relationships and Collaboration

Workplace foundations · Lesson 2

Self Management & Advocacy

Workplace foundations · Lesson 3

Reliability

Workplace foundations · Lesson 4

Communication

Workplace foundations · Lesson 5

Creativity and Adaptability

Workplace foundations · Lesson 6

Critical Thinking

Workplace foundations · Lesson 7

Organization and Planning

Workplace foundations · Lesson 8

Cultural Competence

Module 2 · Technical skills

Complete all Module 1 lessons to unlock technical training.

Technical skill · Lesson 9

Multi-Channel Customer Support

Technical skill · Lesson 10

Call Handling & Active Listening

Technical skill · Lesson 11

Case Documentation

Technical skill · Lesson 12

De-escalation & Service Recovery

Technical skill · Lesson 13

Accuracy & Quality Assurance

Module 3 · Credential capstone

Credential readiness plan

Complete every lesson to unlock your capstone.