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Customer Service Agent

2 months ago

Albany, New York, United States 116508 Innovation At Work Full time
Job Overview

POSITION SUMMARY:

The selected individual will manage all incoming calls and direct them to the appropriate personnel or extension.

RESPONSIBILITIES:

  • Respond to customer inquiries via phone and online, providing information and resources according to established protocols.
  • Gather essential data from callers to facilitate measurement, tracking, and reporting processes.
  • Document inquiries, responses, and resolutions effectively.
  • Maintain familiarity with departmental policies and emergency procedures.
  • Communicate clearly and professionally to ensure understanding in all interactions.
  • Update and manage various on-call schedules as needed.
  • Monitor and respond to fire and smoke alarms promptly.
  • Provide directory assistance for both internal and external callers using the computer system.
  • Handle a busy switchboard and manage emergency situations efficiently.
  • Deliver exceptional customer service while exercising sound judgment and discretion.
  • Perform additional duties as assigned to support the smooth operation of the department.

QUALIFICATIONS:

CITIZENSHIP: US Citizenship required.

EDUCATION:

  • Associate Degree or equivalent experience preferred.

EXPERIENCE:

  • 1-2 years of experience in a telephone operator role is required.
  • Ability to manage various types of long-distance calls, including conference and collect calls, while understanding the organizational structure of a large multi-division entity.
  • Proficient in interacting with diverse individuals, working under pressure, and adapting to changing conditions.