Remote Contact Center Agent

Summary

Join our team as a Contact Center Agent and make an impact on someone's life by handling inbound and outbound calls, providing exceptional customer service, and resolving customer inquiries efficiently in a fast-paced environment.

Responsibilities

• Answer incoming calls promptly and professionally, actively listening and addressing customer inquiries and concerns
• Make outbound calls to follow up on customer inquiries and issues, verify information, as necessary
• Identify customer needs, research issues, resolve complaints, and provide solutions using applicable software
• Follow communication scripts and provide product and service information to customers
• Research required information using available resources
• Process orders, forms, and application efficiently and accurately
• Escalate complex issues to the appropriate department or leadership for resolution
• Maintain customer records and update databases with relevant information
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Maintain ownership of lifecycle of call, including follow up and escalation to supervisors where necessary
• Complete and maintain call logs and reports
• Assist customers by researching issues, exploring answers, and providing information and alternative solutions
• Adhere to department and company policies and procedures
• Adhere to established customer service and documentation standards within required time frames
• Meet daily qualitative and quantitative targets, and achieve all objectives for service, productivity, and quality
• Adhere to contact center scheduling, ensure telephone coverage during contact center hours of operations
• Perform clerical or administrative tasks and other duties as assigned
• Possible case management work handling the intake and eligibility of survivors and programs