Essential Functions / Core Responsibilities
Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs’)
Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard / unstructured and require some clarification or conceptual thinking
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
Maintain broad knowledge of client products and / or services
Prepare complete and accurate work including appropriately notating accounts as required
Participate in activities designed to improve customer satisfaction and business performance
Offer additional products and / or services
Track, document and retrieve information in call tracking database
High school diploma with six plus months of customer service experience preferred
Courteous with strong customer service orientation
Strong computer navigation skills and PC Knowledge
Ability to effectively communicate, both written and verbally
Ability to learn including strong problem solving skills
Dependable with proficient attention to detail
Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
Tolerance for repetitive work in a fast-paced, high production work environment
Ability to work as a team member, as well as independently
Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
Able to rotate shifts, as needed
Based on location and / or program, additional experience / skills may be required
Job requirements may vary by country and will not contravene any local laws
Career Framework Role
Has program required basic skill set to perform routine tasks within simple processes but lacking program / product specific knowledge.
Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures.
Starter without sustained metric performance levels.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.