Contact Center Sr Specialist

5 days ago

Riverside, United States US Tech Solutions, Inc. Full time

Duration: 6 months contractDo not pass up this chance, apply quickly if your experience and skills match what is in the following description. Job Description: As part of our dedicated Contact Center team, our Contact Center Sr Specialist creates positive interactions with customers every day, whether that delivering a memorable service experience, or helping to problem-solve. As the Contact Center Sr Specialist, your duties will vary, typically requiring knowledge of internal procedure and root cause analysis to accomplish. You will rely on experience and judgment to plan and accomplish assignments, including, when necessary, collaboration with management. You will have the opportunity to use your extensive knowledge to be an escalation point and assist customers with complex issues through either phone calls or online chat and may specialize in servicing a particular customer segment. You will not only problem solve but also provide expert advice through right fit conversations geared toward the array of benefits available in our suite of products, demonstrating that we are made ready to support customers at every stage in life’s journey. Responsibilities: Work independently and in conjunction with the team, using all resources available to service customers effectively and efficiently. Provide in-depth support for all products and services we offer, including digital solutions and technical support. Identify and socialize cross-sell opportunities to increase customer satisfaction and enhance customer relationships. Act as a reference/escalation point for colleagues both within the Contact Center and across the organization, with exemplary understanding of end-to-end processes/products. De-escalate through advanced communication skills, exploring options to solve problems in an efficient manner. Accurately and independently complete all customer follow-up work Retain ownership of customer issues to satisfactory completion and escalating when appropriate. This includes identifying trends and conducting root cause analysis. Act as the voice of the customer, sharing customer feedback as appropriate with Management or via issue tracking. Participate in comprehensive and continuing training that will draw on your previous experiences and challenge you to grow. Experience: 5+ Years of experience is required Skills: Act as the voice of the customer, sharing customer feedback as appropriate with Management or via issue tracking. Participate in comprehensive and continuing training that will draw on your previous experiences and challenge you to grow  Education: High school is required About US Tech Solutions:US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit  US Tech Solutions is an Equal Opportunity Employer. xhmxlyz   All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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