Identifies and responds to customer’s needs based on defined procedures with a goal of first call resolution
Use effective and clear communication skills to provide resolution to customers
Escalates calls to supervisor, escalations team, or other support areas when necessary and appropriate
Resolves problems by clarifying issues and researching alternative solutions
Document calls using proprietary software and other systems
Responsible for achieving goals (quality, first call resolution, adherence, customer satisfaction, etc.) and contributing to team goals as outlined by the management team
Develop a comprehensive knowledge of company policies, procedures, and services to provide customers with fast and accurate information
Perform other duties as assigned
Shift flexibility may be required
Skills Required
Strong written and verbal communication skills
Customer/client orientation
Problem-solving skills
Proficient on a PC and with various software programs (MS Office)
Strong web browsing knowledge required
Ability to thrive in a fun and fast paced environment