Tidal Basin Group is hiring a
Contact Center Agent
closedTidal Basin Group
π΅ ~$41k-$62k
πRemote - Worldwide
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
This job is filled or no longer available
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