Responsibilities
- Manage incoming and outgoing communications professionally, promptly, and with courtesy.
- Resolve customer inquiries on the first contact by applying problem-solving techniques and efficient call management.
- Investigate internal systems to locate missing data and collaborate with relevant teams to address customer issues when necessary.
- Correctly record and process customer claims within designated platforms.
- Apply training resources and knowledge databases to answer customer questions accurately, following required protocols, scripts, and procedures.
- Follow all guidelines regarding the handling of confidential and personal data.
- Refer unresolved customer concerns to appropriate personnel or management for further action.
- Participate in scheduled meetings and training sessions, and review updated materials to remain current on program updates, systems, and workflows.
- Meet all attendance standards and adhere to assigned work schedules.
Work Arrangement
Remote (Worldwide)
Other
- Applicants must have legal authorization to work in the country where the position is located.
- Candidates must consent to undergo a LEVEL II background check or security clearance, including fingerprinting; job offers depend on the outcome.
- Candidates must agree to drug testing; employment is conditional upon passing the screening.
- This role functions within a home-based office setting.
- The position involves prolonged sitting or standing while using a computer and telephone headset.
- Regular use of computers and office equipment such as phones, copiers, and printers is required.
- Occasional physical tasks may include moving around the workspace, reaching, lifting, carrying, or moving objects weighing up to 40 pounds.
- In compliance with the Americans with Disabilities Act (ADA), reasonable accommodations are provided upon request for qualified individuals with disabilities, unless they impose undue hardship.
- Employment decisions are based exclusively on individual merit and qualifications.
- The organization fosters a workplace free from discrimination, promoting dignity and respect for all employees.
- Discrimination is prohibited based on age, ancestry, color, family or medical leave status, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected traits.
- Individuals with criminal histories will be considered in accordance with local and federal laws.
- Discrimination or harassment based on protected characteristics will not be tolerated.
- These principles apply to all employment practices, including recruitment, hiring, training, pay, advancement, benefits, social activities, and disciplinary actions.
- Reasonable accommodations will be provided to employees with protected disabilities as required by applicable laws in their work location.
