Inbound Customer Support Advocate
Position Summary:
The Inbound Customer Support Advocate will leverage call center experience serving as an agent to deliver excellent customer service through incoming calls, email and chat inquiries from customers. Agents will also process applications and resolve customer disputes with a positive outcome. The right candidate will enjoy assisting customers with first call resolution, de-escalating caller situations, adapting quickly to change, and working in a team environment.
Key Responsibilities:
- Answer incoming phone calls, chats, and or emails
- Recognize and follow call flows with scripts
- Manage customer contact while balancing the entry and reviewing all customer documentation
- Maintain compliance and adhere to quality standards aligned to reduce operational risk
- Protect the privacy of clients while using multiple data sources and systems
- Operate on multiple computer applications to assist callers
- Be available to receive inbound calls
- Ask open-ended questions, to assess and understand the need of the caller
- Assist callers with inquiries and needs. Research and review.
- Demonstrate proficiency and decision making by solving complex problems using available resources
- Handle difficult customer interactions and work to provide resolution Maintain professionalism, at all times. Provide empathy, understanding, and resolutions to callers who may be frustrated.
- Focus on and demonstrate customer-centered goals and objectives.
- Demonstrate willingness to learn and effectively apply new skills/techniques
- Complete projects in established timeframes, as deemed necessary.
- Maintain and recognize cultural differences/sensitivity.
- Professional interaction with end-users, customers, and internal management is crucial to success along with the desire to work in a production-based environment and meet or exceed goals associated with Quality, Post Call Surveys, Policy Errors, Average Handle Time, and Schedule Adherence, while using efficient and appropriate work practices.
Required Experience & Skills:
- 6+ months of customer service experience
- Strong attention to detail and communication skills
Pay:
Benefits:
Benefits include medical insurance, paid leave and holidays, and a 401K
