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Customer Service Advocate II

3 months ago

West Columbia, United States US Tech Solutions Full time
Job Description:
•Contract to hire,onsite position only
•Direct hire role
•Must be local candidates please have all candidates to sign the provided addendum along with their 1st and 2nd schedule choices.
•No onsite cafeteria. Does have vending machines.
•Dress code is business casual - no exceptions.
•Will move to the Percival road or GPC facility after the completion of training at the NetBank facility.
•Can't miss more than 8 hours during training.
•If there are gaps within their work history, please have them to provide a reason.
•This is a call center/customer service with a heavy call volume.
•Please advise your candidates of the requirements to ensure they are fine with being on the phones. 1. How many weekends they should expect to work? Would it be every weekend, or a rotating schedule of weekends? We work weekends starting October 1 - March 31 and we try to rotate weekends so that it is not every weekend. Expect to work at least two out of four.
•2. Will it be 40 hours/week typically, or will OT be expected/required?
•October 1 - March 31 OT is expected during high volume weeks, but the weeks are typically 40hrs a week outside of those weeks.
•All candidates will be scheduled to report on Monday, 9/9

Responsibilities:
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. Assist with the training of new employees and cross training of coworkers.
Experience:
  1. 3 years of customer service experience including 1 year claims or appeals processing
Skills:
  1. Excellent verbal and written communication skills.
  2. Strong human relations and organizational skills.
  3. Ability to handle high stress situations.
  4. Good judgment skills.
  5. Strong customer service skills.
  6. Ability to learn and operate multiple computer systems effectively and efficiently.

Education:
  1. High School Diploma or equivalent Required

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity,
national origin, disability, or status as a protected veteran.