Customer Service Resolution Specialist

3 weeks ago


Chicago, Illinois, United States vodastra Full time
Job Summary:

As a Customer Service Resolution Specialist at Vodastra, you will be the final point of contact for our customers, handling claim inquiries, customer escalations, and client concerns via phone, email, and text chat. Your strong communication skills, ability to de-escalate, and problem-solving skills will make you a perfect fit for this role.


Key Responsibilities:

  • Provide excellent customer service and accurate information via incoming telephone calls, text chats, and email in a fast-paced, automated, high-volume contact center environment.
  • Assume ownership and accountability in handling customer requests in an efficient, accurate, and professional manner.
  • Effectively navigate multiple system applications to research, analyze, and resolve requests, inquiries, and concerns.
  • Maintain established levels of productivity, service, and quality standards.
  • Learn and comply with corporate policies, regulatory standards, business processes, and procedures.

Requirements:
-Effective, strong, and service-focused communication skills, both verbal and written. Ability to de-escalate and resolve a customer complaint while demonstrating confidence and empathy

  • Strong decision-making velocity in a fast-paced, high-volume phone contact center environment.
  • Proficient computer skills (keyboarding, login, web/cloud navigation), Microsoft 360 (Excel, Word, Outlook, Teams), multi-monitor usage, and multi-tasking.
  • Demonstrate professionalism, personal accountability, reliability, and taking personal pride in the handling of inquiries from our customers and agency partners.


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