Call Center Specialist II

3 weeks ago

Columbia, United States US Tech Solutions Full time

Job Title: Call Center Specialist II

Location: Columbia, SC 29229

Duration: 6+ months (Possible Contract to Hire)

Job Description:

· Onsite Position only.

· Manager will review resumes and select the candidates that will be invited to complete an onsite interview to be conducted at 4101 Percival Road location on Wednesday, 5/8 between 2-6pm.

· Training - (Monday- Friday 8:00-4:30). After Training (Monday- Friday 9:30am-6:00pm; 10:30am-7:00pm or 11am-8pm). Schedules will be assigned based off business needs.

· Need to have open availability between 8am-8pm,

· No time can be missed during the training period. If candidates have identified time off needed, please don’t submit them to the request.

· Dress Code is Business Casual. Needed requirements/experience- call center, customer service, computer knowledge, Microsoft office, critical thinking skills. Must be able to quickly navigate computer systems and able to type minimum of 35-40 WPM.

· All candidates selected will need to start on Tuesday, 5/28 or Monday, 6/3. Official start date is TBD.

Responsibilities:

· Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries. Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries.

· Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management. Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed.

· Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards. Assist with the training of new employees and cross training of coworkers.

Experience:

· 1 year of claims processing or customer service experience.

Skills:

· Excellent verbal and written communication skills. Proficient spelling, punctuation, and grammar. Strong human relations and organizational skills. Ability to handle high stress situations. Good judgment. Ability to handle confidential or sensitive information with discretion.

· Ability to learn and operate multiple computer systems effectively and efficiently. Required Software and Tools: Basic computer operating skills. Standard office equipment. Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software. Work Environment: Typical office environment.

Education:

· High School Diploma OR Bachelors Degree in lieu of work experience.

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