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Customer Service Representative
2 months ago
If you're the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit for this opportunity. You'll be the first contact for our customers: answering billing questions, taking payments, assisting with portal login and navigation, and general inquiries.
Job Responsibilities:
• Phone servicing of billing inquiries, taking payments, client concerns, portal navigation assistance, etc.
• Provide excellent customer service and accurate information via incoming telephone calls, text chats and email in a fast-paced, automated, high-volume contact center environment
• Assume ownership and accountability in handling customer requests in an efficient, accurate and professional manner
• Demonstrate the ability to analyze information to make appropriate decisions and solve problems, while maintaining a pleasant phone experience for the caller
• Perform basic mathematic calculations, such as percentages, addition, division and subtraction calculations to respond to customer inquiries
• Effectively navigate multiple system applications to research, analyze and resolve requests, inquiries & concerns
• Maintain established levels of productivity, service, and quality standards
• Learn and comply with corporate policies, regulatory standards (SOX), business processes (PCI) and procedures
• Complete additional tasks and other projects/duties as assigned
• Work overtime as needed
Skills:-
• Effective, strong, and service focused communication skills, both verbal and written
• Strong decision-making velocity in a fast-paced, high-volume phone contact center environment
• Proficient computer skills (keyboarding, login, web/cloud navigation), Microsoft 360 (Excel, Word, Outlook, Teams), multi-monitor usage and multi-tasking
• Demonstrate professionalism, personal accountability, reliability and taking personal pride in the handling of inquiries from our customers and agency partners
• Ability to manage competing demands, handle stressful situations, problem solving and strong decision velocity
Education/Experience
• Minimum of high school diploma or equivalent; college degree or currently pursuing is a plus
• Experience in a high-volume contact center with a strong focus on superior service is a plus
• 1-2 years Customer Service experience
