Job Description
** What will you do:**
Assists Clients and Customers, via telephone, e-mail or chat, with orders, inquiries, requests, problem resolution, and comments/feedback regarding products/services. Consults with Clients and Customers to identify additional needs related to the products or services. Recommends appropriate products, services, or solutions. Works on assigned client programs. Performs duties in a courteous, efficient, and professional manner. Meets company and client goals for levels of performance.
** What are your responsibilities:**
- Responsibilities for inbound or outbound call segment applies based on individual assignment.
- Successfully completes initial new Specialist training program and participates and completes all required learning and ongoing training
- Entering & processing orders
- Processing cancel/change requests
- Requesting reprints/credits
- Ensuring security and privacy of customer's information
- Providing education and support regarding products and services
- Probing to identify needs
- Acts/offers appropriate products, services, and solutions to meet customer needs
- Utilizes available resources appropriately to accurately enter data and service the customers
- Ensures appropriate follow-through steps are completed for each call
- Maintains complete and accurate records of all call activity as required
- Makes outbound calls to achieve the goals of assigned call segment
- Provides a basic level of customer support, but escalates more advanced problems to their Supervisor
- Maintains a professional appearance and a quality work environment that adheres to all safety and security policies
- Limited eligibility in off phone activities performing special assignments / team roles on a rotating basis or as required based on Supervisor's discretion
- Works within a team environment supporting both team objectives and overall Center objectives
- Monitoring of individual performance tracking data and provides input for Individual Development Plans
Do you have these skills or experience?
- HS Diploma/GED required
- Bilingual - Fluent in English & Spanish
- Minimum 0-2 years
- Previous customer service, banking or retail experience helpful
- Multitask ability
- Detail oriented
- Good communication and interpersonal skills
- Basic computer skills
- Ability to learn required information and ongoing training