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- Monitor personal performance relative to defined department performance targets.
- Assist plan participants by telephone, chat, or email by answering any questions, provide information about products or services and/or obtain any details of feedback.
- Ability to successfully adapt and perform during times of high call volume.
- Strong written and verbal communication skills.
- Strong listening ability to interpret and clarify information being provided by customers.
- Strong commitment to providing quality service.
- Keep records of participant interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Follow through to ensure that appropriate changes were made to resolve customers' concerns.
- Contact customers to respond to inquiries and resolve customers' concerns.
- Obtain and evaluate all relevant information to handle inquiries and complaints.
- Record details of inquiries, comments, and complaints in our operating system as well as any actions taken.
- Meet service level and quality requirements daily.
- Communicate and coordinate with internal departments.
- Keen attention to detail and accuracy.
- US Citizen with a High School Diploma or G.E.D.
- 1+ years of experience in a call center environment.
- Demonstrated proficiency with MS Office products and common workplace internet software and applications.
- Type 45 words per minute
- Finance focus a plus
- Public Trust clearance a plus.
- Working knowledge of contact center operations
- Experience with contact center and/or direct customer service experience.
- Demonstrated ability to achieve and maintain quality and efficiency standards in a high volume, high velocity work environment.
- Rapidly responds to emails and establishes clear communication cadences.
- No relocation support provided
- Self-starter - take initiative and proactively offer solutions to problems.
- Critical thinker with the ability to solve complex problems.
- Outstanding attention to detail and organizational skills
- Exceptional customer service and problem-solving skills.
- Demonstrated willingness to innovate