Description
About the Role
The Senior Customer Service Representative - Contact Center position supports customer service activities by providing support to Contact Center staff and resolving customer questions or complaints.
Duties include answering inbound calls from customers, gathering and entering data, verifying client eligibility, helping with technical support, and handling escalated customer interactions.
Key Role Responsibilities
- Answer phone calls from customers and assist with any questions
- Maintain a minimum of 3.5 CPH (Calls Per Hour)
- Provide email communication to customers
- Assist with contact center manager requests and escalations.
- Queue monitoring and SLA management, as needed
- Peer coaching and support, redirecting to internal resources as needed.
- Assist Clients via phone and email to pre register by creating accounts and attaching approved eligibility
- Verify customer eligibility for PCs for People computer and services
- Assist with individual and small group PCs for People projects
- Directly responsible individual (DRI) for new hire and ongoing CS Representative training
- Know and enforce the policies and procedures of the contact center and CS
- File management accuracy
- Assisting in other tasks as needed
Requirements
Desired Skills / Qualifications
- High School Diploma or equivalent
- Excellent communication skills both written and verbal
- Excellent interpersonal and customer service skills
- Basic understanding of administrative and clerical procedures and systems
- Interest in computers, internet, people, and technology
- Passion for making a positive impact in the community
- Possess the ability to have grace when working under pressure and navigating ambiguity
- Enjoy working with a wide variety of people in many different situations
- Self-directed, self-motivated, strong analytical thinker
- Ability to quickly pivot and travel to the local office for employee needs on short notice
Benefits
We are a growing non-profit and expect this position to drive continued growth. We have a casual, fun, team-oriented environment.
We offer full health benefits (medical, dental, vision), 401k matching, disability insurance, life insurance, and flexible PTO.
Equal Employer Opportunity.
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