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Customer Engagement Specialist

2 months ago

Norman, Oklahoma, United States Penn Foster Inc Full time
Location: Remote options available after initial training period.

Hours:
Flexibility required Monday through Friday, with possible weekend hours.

Compensation is influenced by various factors including the candidate's relevant experience and skills.

Penn Foster Inc. provides a robust benefits package that includes health, life, financial, and wellness options.

Overview:

The Customer Engagement Specialist acts as the primary point of contact for clients, managing inquiries, delivering information, and resolving issues.

Representatives are expected to interact with clients and maintain the company's high standards of service in a dynamic call center setting.

A personable and proactive Specialist will assess client needs, clarify details, investigate issues, and offer solutions while identifying opportunities to promote additional services.

In this role, strong organizational and communication skills are essential, along with the ability to navigate multiple software platforms while assisting clients.

Additionally, you should feel confident in suggesting relevant products and services that may benefit the client, initiating discussions about product advantages directly.

Post-training, you will operate both independently and collaboratively to achieve personal and team objectives.

Key Responsibilities:

Deliver outstanding service to both internal and external clients by demonstrating genuine friendliness, answering calls promptly, and consistently showing courtesy and concern while addressing inquiries.

Handle customer telephone inquiries using established protocols, verifying accounts, and utilizing various banking systems to access client information, ensuring timely and satisfactory resolutions.

Clearly explain company policies and procedures with patience and professionalism.

Complete necessary documentation to meet client needs and collaborate with internal teams to facilitate fulfillment.

Escalate complex inquiries to the appropriate department when required.

Maintain comprehensive knowledge of all company products and services, proactively cross-selling additional offerings by recognizing opportunities and educating clients about enhancements and new services.

Assist colleagues by processing client requests when call documentation is needed.

Adhere to company policies, regulations, and compliance programs relevant to your role, including completing required training and reporting any compliance violations or suspicious activities.


Team Responsibilities:
Support and embody the company's mission and values.
Ensure confidentiality and uphold ethical standards.
Foster a collaborative environment with all team members to ensure efficient operations and service.
Contribute ideas and suggestions to enhance profitability and operational efficiency.
Exhibit professionalism at all times.

Qualifications:
To succeed in this role, candidates must meet the following criteria:

Education and Experience:
High School Diploma or equivalent required.
Minimum of 1 year of customer service experience required.
Experience working with multiple software systems simultaneously preferred.
Background in sales or retail preferred.
Call center experience is a plus.

Skills and Abilities:
Must have reliable attendance and punctuality.
Ability to work collaboratively with diverse personalities and communication styles.
Provide excellent customer service regardless of client demeanor.
Ability to multitask effectively in a fast-paced environment.
Willingness to adapt to changing priorities and job tasks.
Ability to communicate verbally with team members.
Proficient in operating standard office equipment and software.

Physical Requirements:

The physical demands of this role include standing, walking, sitting, talking, and hearing.

Occasional reaching, stooping, kneeling, or crouching may be required.
Ability to lift or move up to 25 pounds may be necessary.
Specific vision abilities required include close, distance, and color vision, along with the ability to adjust focus.

Travel may be required occasionally.


Work Environment:

The work environment is typically moderate in noise level.