Customer Care Associate

24 hours ago

Irving, United States Elite Full time
Customer Service Associate

Description:

Pay Rate: $19.00
Locations: Must be able to work at the Irving, TX location
  1. Customer Care Associate to perform outbound tax-related calls to borrowers throughout the work day, and have an ability to speak with escalated customers in a thoughtful manner.
  2. Field high volume of calls throughout the day
  3. Complexity of calls can be low
  4. Follow script and refer to FAQ sheet when conversing with customers
Training is 8-5 CST (4 weeks).
Once out of training hours will be anywhere from 7a - 7p and the candidates must be able to work during those hours with no exceptions.

This is a Hybrid with 1 day required in office. Day of the week varies based on site and may change with business need. As of right now the one day a week in the office is Tuesday.
Job Duties
• Interfaces with customers to resolve 1st and 2nd tier/escalated customer service issues. Investigates, analyzes, coordinates and tracks moderately complex customer issues.
• Conducts research as needed. Escalates issues for action as appropriate to more senior or specialized staff for immediate action.
• Creates and maintains logs, reports, records and files.
• Makes proactive calls to determine issues requiring close attention, identifies problems and works through to resolution.
• May interface with offshore call center to answer questions on process or specialized situations.
• May perform order fulfillment. Receives orders, reconciles information, tracks on spreadsheets, and follows up with customers. May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
• Performs other duties as assigned, such as special projects.
• Job Qualifications

Education, Experience, Knowledge and Skills
• High school diploma or equivalent
• Typically requires 2+ years related experience (college education may count for related experience)
• Works under limited supervision
• Responsible for completing assigned tasks within guidelines
• No direct reports
• Industry or functional experience highly preferred
• Requires extensive knowledge of the company's products and services
• Strong MS Office skills: May need to create spreadsheets and presentations
• Excellent verbal and written communication skills
• Excellent customer service skills
• Intermediate math skills
• Advanced problem-solving skills
• Ability to work under pressure and remain flexible to changing schedules and demands
• Ability to understand, respond and resolve a wide range of customer issues that are complex in nature.

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