Call Center Representative

1 week ago

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

Duration: 3+ Months (Contract to Hire)

Job Description:

· Onsite role, ONLY

· Schedule: Mon-Fri, 8AM-4:30PM

· Skill sets/qualities: Customer Service skills, Adaptability, effective listening, patience, clear communication, ability to use positive language, empathy, reliable and problem solving.

· Please provide a few sentences describing what a typical day would like in this role: main job duty is handling inbound calls from group leaders, agents and members depending on the need. Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries. Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, research and/or assists with priority inquiries and special projects as required by management. Customer Service Advocates manage the Customer Service based email buckets.

· Please list any ‘soft skills’ (communication, leadership, adaptable etc.) that you would like candidates to have and the importance of these skills for this role (ex – do they need strong communication skills because they will be a part of team presentations?) -conflict resolution, time management, positive attitude, teamwork, and adaptability

· • Please add a few bullets/sentences about your team? Our Customer Service team is composed of Dedicated and skilled professional who excel in delivering exceptional support. They posses a strong blend of effective communication , empathy, and problem-solving abilities ensuring that each client interaction is handled with care and precision. Our team’s adaptability and positive attitude enable them to thrive in dynamic environments, consistently exceeding customer expectations and fostering a positive team environment. Our customers are group leaders, agents, and some members.

Responsibilities:

· Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.

· Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries.

· Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management.

· Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed.

· Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.

· Assist with the training of new employees and cross training of coworkers.

Experience:

· 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.

Skills:

· Excellent verbal and written communication skills. Proficient spelling, punctuation, and grammar. Strong human relations and organizational skills. Ability to handle high stress situations. Good judgment. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently. Required Software and Tools: Basic computer operating skills. Standard office equipment. Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software. Work Environment: Typical office environment.

Education:

· High School Diploma or equivalent Required Work Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience. Preferred Education: Associate Degree Preferred Work Experience: 3 years-of customer service or call centre experience.

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