About this role
Summary
• Communicate via inbound and/or outbound voice-based and/or non-voice-based communications in English or other languages to support customer care, telesales, credit and collections and/or remote technical support for clients. Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer experience. Maintains and updates records and databases in accordance with prescribed formats and system requirements.
Essential Duties & Responsibilities
• Answers and initiates a variety of real-time inbound and/or outbound voice and/or non-voice-based services. • Verifies and updates customer information, responds to queries and resolves issues. • Provide prompt resolution to customer inquiries by providing appropriate and accurate information using the highest quality customer service standards. • Accurately document and update records and databases in accordance with prescribed formats and required systems. • Performs a variety of transactions ranging from data entry, updating records, invoices and claims to verifying information and closing transactions. • Follow up in a timely manner to ensure customer satisfaction and to maintain optimum service levels and customer relations. • Understand all programs, systems, and procedures necessary to perform job effectively. • Where applicable, communicate with customer to resolve any account questions or inquiries. • Communicate feedback and progress to management. • Maintain diplomacy and tact when dealing with upset or escalated calls. • Escalate customer complaints and/or calls through the appropriate channel to management. • Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations as directed by management or during training. • Knowledge, understanding, and compliance with company policies and procedures. • Provide feedback to management concerning possible problems or areas of improvement. • Make recommendations to implement improved processes. • Perform other duties as assigned by management. • Knowledge, Skills, Abilities & Other Characteristics: • Ability to maintain the highest level of confidentiality. • Observe professionalism and integrity in handling calls • Proficient personal computer skills, including Microsoft Office. • Excellent interpersonal, written, and oral communication skills. • Ability to work in a team fostered environment. • Ability to work in a multi-tasked environment. • Ability to prioritize and organize work. • Ability to adapt to a flexible schedule