Job Description
Position Summary
Assists Clients and Customers, via telephone, e-mail or chat, with orders, inquiries, requests, problem resolution, and comments / feedback regarding products / services.
Consults with Clients and Customers to identify additional needs related to the products or services. Recommends appropriate products, services, or solutions.
Works on assigned client programs. Performs duties in a courteous, efficient, and professional manner. Meets company and client goals for levels of performance.
Key Duties / Responsibilities
- Responsibilities for inbound or outbound call segments apply based on individual assignments.
- Successfully completes initial new Specialist training program and participates and completes all required learning and ongoing training
- Entering & processing orders
- Processing cancel / change requests
- Requesting reprints / credits
- Ensuring security and privacy of customer's information
- Providing education and support regarding products and services
- Probing to identify needs
- Acts / offers appropriate products, services, and solutions to meet customer needs
- Utilizes available resources appropriately to accurately enter data and service the customers
- Ensures appropriate follow-through steps are completed for each call
- Maintains complete and accurate records of all call activity as required
- Makes outbound calls to achieve the goals of the assigned call segment
- Maintains a professional appearance and a quality work environment that adheres to all safety and security policies
- Limited eligibility in off-phone activities performing special assignments / team roles on a rotating basis or as required based on the Supervisor's discretion
- Works within a team environment supporting both team objectives and overall Center objectives
- Monitoring of individual performance tracking data and providing input for Individual Development Plans
Qualifications
Education & Knowledge Required
HS Diploma / GED required
Experience / Skills / Abilities Required
- Previous customer service, banking or retail experience helpful
- Multitask ability
- Detail oriented
- Good communication and interpersonal skills
- Basic computer skills
- Ability to learn required information and ongoing training
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