POSITION PURPOSE:
Agents are responsible for providing excellent service to our commercial, medical, and dedicated account costumers.
SPECIFIC AREAS OF RESPONSIBILITY TO POSITION
Answer inbound customer service calls and make some outbound follow up calls in a professional, service-oriented manner. Answer the calls timely without drops/abandons.
Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate resolution by referring the matter to the issue/content expert.
Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter when needed.
Exceptional customer service skills including effective and efficient problem solving and analyzing skills
Professional, friendly, positive, upbeat, and calming tone of voice with ability to defuse difficult callers.
Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques
Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
Ability to function effectively under stress of conflicting demands on time and attention and, sometimes, under duress from difficult personalities.
Availability and flexibility to work any schedule on any day of the week (especially weekends) and holidays.
Must be willing to adapt to a constantly changing environment through upskilling and learning new skills.
Must be reliable, dependable, and on time.
Advanced ability to multitask and navigate efficiently between multiple screens and programs
Type 35 words per minute with 80% accuracy
Must adhere to causal dress code. No ripped clothing, no head scarves/doo rags, no yoga pants, and no pajamas
Other duties as assigned.
EDUCATION: Minimum High School Diploma or equivalent. Some College preferred.
EXPERIENCE: Preferred 1-2 years of experience in customer service.
LICENSURE/CERTIFICATION: n/a
KNOWLEDGE AND TRAINING REQUIRED AT TIME OF HIRE: Demonstrates Proficiency in Communication & Written skills. Accuracy and spelling in typing.
SECURITY MEASURERS AND CLEARANCE: Completion of a satisfactory background check and drug test when applicable.
EMPLOYEE CLASSIFICATION: Non-Exempt