11/19/2021
Purpose of the Position:
Provides solutions and superb service to client requests and needs via live phone calls, emails and/or chats.
Key Responsibilities:
-Efficiently responds and communicates with clients to understand and service their needs via inbound calls, emails, and chat.
-Effectively analyzes customer data to make appropriate recommendations and problem resolutions.
-Resolves product or service concerns by clarifying the customer's problem; determining the cause; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
-Demonstrates excellent customer service by facilitating positive long-term relationships and a high potential for repeat business.
-Builds rapport with clients and effectively diffuses conflict and opposition.
-Successful achievement of minimum monthly individual and team goals set by department i.e. quality and productivity.
-Contributes to team effort by accomplishing related results as needed.
-Committed to meeting quality standards in processing customer adjustments.
Skills & Education
Required Education:
-Associate degree preferred or equivalence in comparable job experience.
-Minimum of 2 years customer service experience preferably in a call center environment.
Skills & Abilities:
-Excellent oral and written communication skills particularly with telephone communications.
-Excellent listening ability.
Intermediate math skills calculating interest rates and percentages as well as balancing spreadsheets for accounting purposes.
-Intermediate knowledge of MS Office and general computer navigation.
-Strong negotiation skills with the ability to close a sale.
-Ability to multi-task and prioritize.
-Ability to follow protocol, policies and procedures.
-Acts with integrity, maintains confidentiality, interacts with others professionally and respectfully, promotes harmony in the workplace.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
