Contact Center Associate
6 days ago
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.
- 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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