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Customer Service Specialist

2 months ago

Chicago, Illinois, United States Addison Group Full time

Compensation: $18/hr

Key Responsibilities:

  • Handle inbound customer inquiries exclusively
  • Manage approximately 35 calls daily
  • Assist clients with account access issues, including password resets
  • Guide customers to appropriate internal resources
  • Core Duties:
  • Provide support for incoming calls from members
  • Deliver assistance over the phone
  • Focus on achieving first call resolution
  • Efficiently address and resolve customer inquiries
  • Submit requests to relevant departments to mitigate recurring problems
  • Ensure prompt handling of escalated issues
  • Continuously enhance knowledge of the program and identify opportunities for improvement to enhance member satisfaction
  • Recognize and address deficiencies in current processes, proposing innovative solutions
  • Monitor, evaluate, and report on enhancements to existing workflows
  • Communicate effectively, both verbally and in writing, with various audiences. Key aspects of effective communication include:
  • Understanding audience needs
  • Anticipating follow-up questions
  • Presenting information clearly
  • Recognizing the implications of shared information
  • Report any operational concerns, including logging tickets for system-related issues
  • Educate clients about the program and assist with website navigation
  • Document and track submitted events
  • Perform additional tasks as assigned