Contact Center Associate

Summary

The job involves handling incoming calls/emails and written correspondence from class members in accordance with company guidelines. The role requires 3+ years of call center experience or relevant job experience, high school diploma or GED, excellent written and verbal communication skills, and English language proficiency (Spanish is a plus).

Requirements

• 3+ years of call center experience or relevant job experience required
• High School Diploma or GED required
• Excellent written and verbal communication skills required

Responsibilities

• Handle incoming calls/emails and written correspondence from class members in accordance with company guidelines
• Adhere to scheduled call center shifts to ensure that all calls are answered during business operating hours
• Read and understand current cases to provide accurate information to class members regarding general case information, class member’s legal rights and options, case deadlines and dates
• Answer all correspondence with a high level of accuracy while providing exceptional customer service
• Effectively use training materials and follow company procedures for answering incoming correspondence
• Proactively identify and address any issues related to a class member’s status. Escalate as needed to leadership
• Complete follow-up tasks to ensure class member issues are resolved in a timely and accurate manner
• Complete other projects and/or duties as assigned

Preferred Qualifications

Spanish language proficiency is a plus