Onsite- Call center agent E. Lansing, Mi

4 weeks ago


East Lansing, United States Conduent State & Local Solutions, Inc Full time

 

Job Track Description: Full-time, onsite (E.Lansing, MI) $18/HR Benefits, Background, fingerprinting, High school diploma is required. 2 years experience in call center and customer service. 

  • Performs business support or technical work, using data organizing and coordination skills.
  • Inbound and outbound calls.
  • Use multiple computerized systems and multi-tasking. 
  • Inform callers about services available for resolutions promptly. 
  • Performs tasks based on established procedures.
  • In some areas, requires vocational training, certifications, licensures, or equivalent experience.

General Profile/Requirements

  • Expands skills within an analytical or operational process.
  • High school diploma, must be 18 years of age. 
  • undergo a Background and fingerprinting. 
  • 2- years experience in call center and customer service. 
  • Maintains appropriate licenses, training, and certifications.
  • Applies experience and skills to complete assigned work.
  • Works within established procedures and practices.
  • Works with a moderate degree of supervision.

Functional Knowledge

  • Has developed skillset in a range of processes, procedures, and systems.

Business Expertise

  • Supports the achievement of company goals by integrating teams for the best outcome.

Impact

  • Impacts a team through the quality of services and information provided.
  • Follows standardized procedures and practices and receives moderate supervision and guidance. 

Leadership

  • Has no supervisory responsibilities.
  • Manages own workload.

Problem-Solving

  • Ability to problem solve, self-guided.
  • Evaluates issues and solutions to provide the best outcome for the client and end-users.

Interpersonal Skills

  • Exchanges information and ideas effectively.

Responsibility Statements

  • Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
  • Identifies customer needs by referring to case notes and examining each as a specific case.
  • Performs routine call center activities concerning business products and services.
  • Uses standard scripts and established guidelines and under supervision, to meet SLAs.
  • Provides customers with information that is specialized and communicated in a warm empathetic manner.
  • Gathers all necessary information to update the database.
  • Escalates issues to senior levels, based on complaints or concerns.
  • Explains company policies to customers.
  • Performs other duties as assigned.
  • Complies with all policies and standards.



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