Contact Center Customer Service Representative

4 weeks ago

Winston Salem, United States TEKsystems Full time

Description

The Contact Center Customer Service Representative is the all-important first point of contact with a company's Education Solutions customers. The Contact Center Customer Service Representative must closely and accurately follow the established components of call strategy, and efficiently complete telephone transactions in compliance with federal student loan regulatory policies and procedures. The Contact Center Customer Service Representative participates in team activities to support service initiatives.

Essential Duties and Responsibilities

-Responsible for achieving high levels of customer service to Tier I; non-loan servicing

-Must consistently meet quality standards within the call center

-Answer, investigate, and/or initiate actions on customer inquiries efficiently, using all customer access channels. (Phone, web, chat, mail, fax, etc.). Follow-up as required to ensure customer satisfaction.

-Responsible for continually updating personal knowledge of changes to the company products/services, technology, and call center practices and policies

-Participate in training to improve skills, performance levels, and overall personal development

-Assist other team members in promoting center activities and job knowledge. Work as a team member to improve overall performance

-Consistently meet or exceed performance standards for service quality, accuracy, and volume. Work with supervisor to set performance goals and agree on performance improvement methods if required

-Consistently meet established policies and procedures relating to standards on shift, break, and meal schedule adherence in order to support the goal of timely customer calls being taken.

-Must follow call adherence policy and procedures developed for the call center operation

-Must comply with all designated policies and procedures established by the company

Additional Skills & Qualifications

Excellent interpersonal and motivational skills

Innovative and self-starter

Ability to work with minimum supervision

Proficient with Microsoft Office software and computer technology

Detail and analytical orientation

Problem-solving and conflict-resolution skills

Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers. Ability to utilize verbal skills to de-escalate highly dissatisfied customers with minimal supervisor intervention.

Experience Level

Intermediate Level

Pay and Benefits

The pay range for this position is $16.00 - $16.00

- Medical, dental & vision- Critical Illness, Accident, and Hospital- 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available- Life Insurance (Voluntary Life & AD&D for the employee and dependents)- Short and long-term disability- Health Spending Account (HSA)- Transportation benefits- Employee Assistance Program- Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Winston-Salem,NC.

Application Deadline

This position will be accepting applications until Dec 12, 2024.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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