Job Title: Contact Center Representative
Contract Duration: 3 months, possible extension
Location: Salem, OR
Work Arrangement: Remote
Summary
The main function of the Contact Center Rep is to respond to Contact Center inquiries by personalizing and relaying accurate information to members. Facilitate the members experience with the company and advance the members understanding of our product offerings.
Responsibilities
- Facilitate the members experience with the company and advance the members understanding of our product offerings. Perform research and resolve a variety of member transactions. Provide technical, procedural, and operational guidance on client service issues.
- Deliver personalized service and respond to a variety of product questions.
- Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems.
- Problem solve, perform initial research, and follow-up with individual client related issues as needed.
- Monitor status of requested / assigned work, prepare customized correspondence as necessary, and make outbound calls as requested.
- Facilitate call escalation for clients whose requests are not being met within established service timeframes.
- Practice de-escalation techniques to enhance the overall member experience.
- Collect and analyze information from members to determine eligibility/entitlement/set-up to our products. Approve and/or communicate resolution to members within guidelines.
- Solicit and analyze customer feedback to identify areas for customer service improvements; may develop and modify written correspondence.
- Recommend changes to internal forms and procedures and inform management of customer feedback as appropriate to ensure prompt and accurate answers to inquiries.
- Utilize online tools and resources to monitor performance results in schedule adherence, quality assurance, and client satisfaction to achieve performance metrics within the Contact Center.
- Support Division projects as assigned, specifically those involving customer-focused activities and secondary activities that support the administrative and servicing functions of the organization.
Skills/Qualifications
- Works on semi routine assignments. Works within defined procedures but is able to deviate from normal routine; understands when to escalate issues if necessary.
- Applies acquired job skills and working knowledge of company policies.
- Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
- Ability to work independently and manage ones time.
- Ability to accurately document and record customer/client information.
- Previous experience with computer applications, such as Microsoft Word and PowerPoint.
Education/Experience
- Associate degree preferred. Typically requires prior experience in a call center customer support role. Telephonic customer service experience preferred.
- 0-2 Years' Experience