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Call Center Support Specialist

3 months ago

Phoenix, Arizona, United States Texcelvision Full time
Job DescriptionJob Description

Position Description:

The primary duties for this position include the following:

Provide information, assistance, and resources to constituents via phone and electronic means (email, HelpDesk, etc.) on topics pertaining to the Tutoring Program and other academic programs

Answer questions and resolve issues related to ADE constituent concerns.

Perform extensive first level problem resolution for constituents.

Escalate issues as appropriate. Located at the agency's South campus and on the same floor and area as executive leadership, this position will be part of a standard office environment and will be 100% on-site, where expected dress-code is business and business-casual (no jeans).

Skills Required: This is a full-time in-office position and requires candidate to be in -office Monday through Friday, from 8AM through 5PM, except State holidays.

Computer: High-level of PC proficiency and familiarity with a call center environment; must be competent with Microsoft Office suite (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors Phone: Conference (multi-line) phone lines

Customer Service: Knowledge of customer service principles and practices, proper phone and email etiquette, knowledge to identify and escalate situations requiring management attention, knowledge to advise constituent of resolution and/or appropriate action(s), thorough understanding of issue triage and documentation, thorough understanding of level 1 support and escalation procedures.

Communication: Excellent business-professional verbal, interpersonal, and written communication skills, including active listening.

Office skills: Proper organizing and multitasking, efficient communication with high-level individuals, attention to detail in verbal and written work, effective listening skills, knowledge of customer service confidentiality

Other: Ability to move from task to task amid interruptions while maintaining a high level of accuracy; ability to follow-up and keep track of delegated tasks; ability to understand and follow documented procedures; ability to work effectively as a member of a support team

Skills Preferred: Phone: CISCO Finesse and CISCO Jabber multi-line experience. Bilingual (Spanish/ English), preferred.

Experience Required: Minimum of one year experience in assisting customers in a call center setting. Experience with high-stress situations and autonomous public-solving skills.

Experience Preferred: Preferred, two years of working within the field of customer service and/or prior experience utilizing an automated call management/ problem tracking system in accomplishing job responsibilities.

Education Required: Associate's degree, or higher.