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Customer Engagement Associate

2 months ago

Atlanta, Georgia, United States Stericycle Full time

Position Title: Customer Support Specialist - C&RS

Job Function: Customer Experience

Career Area: Customer Service

Work Location: Remote

Position Overview:

The Customer Support Specialists play a vital role within the Contact Center team in the Communication & Related Services division. This role serves as the primary point of contact for customers, engaging with them through various communication channels and managing routine customer interactions effectively.

Key Responsibilities:

  • Manage routine customer care interactions and respond to service calls, demonstrating strong telephone etiquette, active listening, and empathy.
  • Engage in ongoing training as a new hire and participate in continuous learning for new clients.
  • Handle basic customer inquiries and service requests following established guidelines and scripts.
  • Possibly manage multiple client interactions, with opportunities for cross-training on different accounts or dedicated client assignments.
  • Support Contact Center operations, including data collection, order processing, appointment scheduling, and facilitating communication between clients and their customers.
  • Maintain key performance indicators and uphold acceptable performance standards to support the customer base.
  • Adhere to company policies and the code of conduct.
  • Ensure customer confidentiality in compliance with applicable regulations.
  • Perform additional duties as assigned.

Qualifications:

  • High School diploma or GED equivalent is required.
  • Previous experience in customer service is preferred.
  • Proficiency in computer usage is necessary, along with good telephone etiquette and empathy.
  • Must be at least 18 years of age.
  • Familiarity with Windows and Microsoft Office is essential for navigating various computer systems.
  • Ability to work a flexible schedule, including evenings, weekends, and holidays.
  • Exhibit excellent customer service skills, a strong desire to assist others, and the ability to remain composed in challenging situations.
  • Strong verbal and written communication skills are required.
  • Effective problem-solving abilities with the capacity to understand and interpret customer inquiries.
  • Self-motivated and capable of working productively in an unsupervised environment.
  • Organizational skills with attention to detail and strong follow-up capabilities.
  • Ability to build positive working relationships both internally and externally.

Benefits:

Stericycle offers a comprehensive benefits package, including medical, dental, vision, and prescription coverage, flexible spending accounts, life insurance, an employee assistance program, tuition reimbursement, paid time off, a 401(k) plan, and an employee stock purchase plan. Eligibility for certain programs may require a minimum number of scheduled work hours or a waiting period after employment begins.

Disclaimer:

This job description is intended to provide a summary of the nature and level of work being performed. It should not be interpreted as an exhaustive list of all responsibilities, duties, and requirements of the position. Stericycle reserves the right to modify this description at any time, with or without notice.