Contact Center Associate

6 days ago


Erie, Pennsylvania, United States Northwest LLC Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our Contact Center team as a Contact Center Specialist. As a key member of our team, you will be responsible for providing exceptional customer service to our clients, utilizing multiple customer databases, and providing technical assistance as required.

Key Responsibilities
  • Meet Productivity Standards: Complete work in a timely manner and meet productivity standards.
  • Ensure Compliance: Ensure compliance with scheduling requirements and attendance standards.
  • Maintain Confidentiality: Maintain client and Northwest confidentiality.
  • Meet Service Level Standards: Meet service level standards and achieve Contact Center performance standards.
  • Identify and Resolve Customer Problems: Identify and resolve customer problems in an efficient manner.
  • Develop Alternative Solutions: Gather and analyze information skillfully and develop alternative solutions.
  • Manage Difficult Customer Situations: Manage difficult or emotional customer situations.
  • Respond Promptly to Customer Needs: Respond promptly to customer needs and respond to requests and meet commitments.
  • Communicate Effectively: Speak clearly and persuasively in positive or negative situations.
  • Educate Clients: Educate clients on the benefits of Northwest products and services.
  • Approach Others in a Tactful Manner: Approach others in a tactful manner and react well under pressure.
  • Demonstrate Accuracy and Thoroughness: Demonstrate accuracy and thoroughness in all aspects of the job.
  • Look for Ways to Improve and Promote Quality: Look for ways to improve and promote quality in all aspects of the job.
  • Demonstrate Excellent Listening and Interpretative Skills: Demonstrate excellent listening and interpretative skills.
  • Establish Collaborative Customer Relationships: Establish collaborative customer relationships in a fast-paced environment.
  • Aim to Resolve Customer Inquiries: Aim to resolve customer inquiries utilizing a First Call Resolution approach.
  • Use Established Call Policies and Procedures: Use established call policies and procedures and scripts.
  • Provide Support of Northwest Technical Products and Services: Provide support of Northwest technical products and services.
  • Troubleshoot Online Access Issues: Troubleshoot online access issues.
  • Document Results: Document results as instructed.
  • Ensure Compliance with Northwest's Policies and Procedures: Ensure compliance with Northwest's policies and procedures, and Federal/State regulations.
  • Navigate Microsoft Office Software: Navigate Microsoft Office software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency.
  • Work as Part of a Team: Work as part of a team.
  • Work with On-Site Equipment: Work with on-site equipment.
Requirements
  • Education: High School Diploma or Equivalent preferred. Associate Degree in Related Subject preferred.
  • Work Experience: Customer Service Experience preferred. Good Technological Background preferred.


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