Responsibilities
- Handle inbound and outbound contacts in a courteous, timely, and professional manner.
- Ensure first-call resolution through problem-solving and effective call handling.
- Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed.
- Accurately document and process customer claims in appropriate systems.
- Lead fact-finding discussions to determine the best options for the customer.
- Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.
- Comply with requirements surrounding confidential information and personal information.
- Escalate customer issues to the appropriate staff and managers for resolution as needed.
- Attend meetings and training and stay up to date on changes to the program, systems, and processes.
- Adhere to all attendance and work schedule requirements.
Requirements
- Must be 18 years of age or older
- High school diploma or equivalent
- Excellent organizational, written, and oral communication skills
- The ability to type swiftly and accurately (20+ words a minute)
- Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- Basic understanding of the Windows operating system
- Highly reliable with the ability to maintain regular attendance and punctuality
- The ability to evaluate, troubleshoot, and follow up on customer issues
- An aptitude for conflict resolution, problem-solving, and negotiation
- Must be customer service oriented (empathetic, responsive, patient, and conscientious)
- Ability to multi-task, stay focused, and self-manage
- Strong team orientation and customer focus
- The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
- Excellent interpersonal skills and the ability to build relationships with your team and customers
Nice to Have
- One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
- State or Federal work experience
Work Arrangement
Hybrid
Additional Information
- Both full-time and part-time options are available, with multiple shifts and scheduling options.
- To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.
