Tidal Basin Group is hiring a
Contact Center Agent

closed
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Tidal Basin Group

πŸ’΅ ~$41k-$62k
πŸ“Remote - 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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