Description:
? The Customer Support Associate I position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements.
? This position provides customer service support and resolution of routine problems regarding client’s product or services.
? Ensure service delivered to our customers meets contractual Key Performance Indicator (?KPIs?).
? Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.
? Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
? Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
? Maintain basic knowledge of client products and/or services.
? Prepare complete and accurate work including appropriately notating accounts as required.
? Participate in activities designed to improve customer satisfaction and business performance.
? Offer additional products and/or services.
? Track, document and retrieve information in call tracking database.
? Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff.
Requirements:
? High school diploma with three to six months of relevant experience preferred
? Courteous with strong customer service orientation
? Strong computer navigation skills and PC Knowledge
? Ability to effectively communicate, both written and verbally
? Dependable with strong attention to detail
? Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
? Tolerance for repetitive work in a fast-paced, high production work environment
? Ability to work as a team member, as well as independently
? Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
? Ability to rotate shifts, as needed
Benefits:
