Senior Customer Service Representative
3 weeks ago
We are seeking a highly skilled and customer-focused Senior Process Associate to join our team at JobRialto. As a key member of our Customer Service Department, you will be responsible for providing exceptional service to our internal and external customers via various communication channels.
Key Responsibilities- Answer incoming calls from the queue in a professional and courteous manner, ensuring that customer requests are fulfilled and questions are answered accurately and efficiently.
- Assist customers via email and customer chat channel, providing timely and effective support to resolve their queries.
- Transfer callers to the appropriate departments and escalate calls to supervisors as warranted, ensuring seamless communication and issue resolution.
- Enter comments and notes within the policy database, maintaining accurate records of customer interactions.
- Proactively recommend and upsell products based on customer needs or direction from supervisors, driving sales and revenue growth.
- Enhance product knowledge through proactive learning, including submitting topics for the department knowledge base, studying coverage and procedural documents, and visiting competitor and partner websites.
- Foster a team environment by creating and maintaining positive relationships with peers, customers, and business partners, promoting a culture of collaboration and excellence.
- Consistently meet or exceed performance standards outlined in the Customer Service Department career path, demonstrating a commitment to quality and customer satisfaction.
- Basic: Minimum of 6 months of customer service experience to the general public or call center experience handling inbound calls, with a total of 1 year of experience.
- High school diploma or GED required.
- Preferred: Fully bilingual (Spanish and English) and prior experience working in a call center environment.
- Excellent verbal and written communication skills, with a high level of interpersonal skills, including active listening and understanding.
- Ability to work on tight deadlines and service levels, interacting with customers in a professional manner while maintaining an upbeat and friendly demeanor.
- Excellent computer skills, including experience with Microsoft Office products, and the ability to work independently at a quick pace with a high degree of accuracy.
Bachelor's Degree required.
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