Description of the Role
The Operations / Support Team member is a highly skilled representative who is responsible for providing support to our Customer and Consultant base by utilizing their in-depth knowledge of company services, policies, and procedures.
The ideal candidate must be able to adapt in a fast-paced environment, multi-task and communicate professionally. In addition to the standard Operations / Support duties, this team member will work with our Negotiations department as a Negotiations support specialist and act as a link between our customers and our expert Savings Advocates to resolve all concerns quickly and accurately.
Principal Duties and Responsibilities
- Work as a liaison between our Savings Advocate Team and our Operations / Support Team to resolve customer concerns as it relates to our Bill Negotiation service
- Handle inbound volume of emails, chats and calls to provide quality service to our Customers and Consultants
- Make outbound calls to Customers, Consultants, and different service providers in an effort to work and resolve any issues
- Maintains a professional tone and demeanor when communicating verbally. Is equally adept at resolving issues via written communication when appropriate.
- Handles escalated customer situations and is comfortable professionally deescalating them
- Enters detailed documentation of all customer interactions with accurate and complete notes into the appropriate database
- Identifies and reports trends affecting the Operations / Support team or our Customer and Consultant base.
- Works collaboratively with other Operations / Support Team Members, Management, and staff in other departments
- Maintains an up-to-date knowledge of Company Policy and Procedure, Department Standard Operating Procedures, and Call Quality Requirements
- Performs other duties and department projects as requested
Required Experience & Skills
- Minimum of 2+ years of Customer Service experience in a Call Center or Customer Support role
- Proficiency in the Microsoft Office Suite (Excel, Word and PowerPoint)
- Excellent verbal and written communication skills
- Self-starter and quick learner
- Effectively able to problem-solve and multitask
- Detail oriented, organizational skills and can prioritize
- Bilingual is a plus
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