Customer Service Specialist
1 week ago
Compensation: $18/hr
Key Responsibilities:
- Handle inbound customer calls exclusively
- Manage approximately 35 calls daily
- Assist clients with inquiries regarding password resets and account access
- Guide customers to appropriate contacts within the organization
- Primary Duties:
- Provide support for incoming calls from members
- Deliver assistance over the phone
- Focus on achieving first call resolution
- Efficiently address and respond to customer inquiries
- Submit requests to relevant departments to mitigate recurring issues
- Ensure prompt resolution of escalated inquiries
- Continuously enhance knowledge of the program and identify areas for improvement to enrich member experience
- Recognize issues or deficiencies in current processes and contribute to innovative solutions
- Monitor, evaluate, and report on enhancements to existing processes
- Communicate effectively, both verbally and in writing, to internal and external stakeholders. Key elements of effective communication include:
- Understanding the audience and their needs
- Anticipating and preparing for follow-up questions
- Presenting information clearly and effectively
- Recognizing the implications of the information shared
- Report any operational issues or concerns, including logging tickets for system-related problems
- Educate clients about the program and assist with website navigation
- Document submitted events
- Perform additional tasks as assigned
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