Contact Center Operations

Summary

Join NICE, a global leader in customer experience, financial crime fighting, and public safety, as a Concierge. In this role, you will engage with leads through SMS and email, qualifying or disqualifying them for our customers. You will provide exceptional customer service, accurately document conversations, and ensure every lead receives timely and accurate assistance. This position requires strong computer skills, excellent communication abilities, and a commitment to delivering high-quality customer interactions.

Requirements

• High school diploma or equivalent required (graduate)
• Minimum 2-4 years of previous experience working in customer service required
• Ability to type 30 WPM required. (recommend increasing to 45 – 50 WPM)
• Quality 85% or higher
• AHT 45 seconds
• Schedule adherence 93%
• Accurately schedule appointments

Responsibilities

• Input leads responses, notes, and disposition statuses into the assigned incoming lead profiles
• Utilize systems to gather and confirm information prompted by incoming SMS/email
• Provide exceptional customer service, and written communication skills while working independently with discipline and motivation to succeed in a virtual environment
• Read and comprehend previous "Lead to Concierge" interactions to accurately continue the conversation to determine a qualified or unqualified lead
• Coordinate and confirm incoming leads that inquire about national services provided by our clients
• Accurately document all conversations according to standard operating procedures in our console
• Thoroughly follow client and department standards and system procedures
• Display a positive team focused attitude with the ability to adapt and embrace change to fit business needs
• Thrive in an ever-growing and ever-changing environment

Preferred Qualifications

AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations
• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week
• Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere