• Ensure service delivered to our customers meets contractual Key Performance Indicator

(‘KPIs’)

• Respond to customer inquiries by referring them to published materials, secondary

sources or more senior staff.

• Clarify customer requirements; probe for understanding, use decision-support tools and

resources to appropriately provide resolution to the customer.

• Listen attentively to customer needs and concerns; demonstrate empathy while

maximizing opportunity to build rapport with the customer.

• Maintain basic knowledge of client products and/or services.

• Prepare complete and accurate work including appropriately notating accounts as

required.

• Participate in activities designed to improve customer satisfaction and business

performance.

• Offer additional products and/or services.

• Track, document and retrieve information in call tracking database.

Qualification: 

• Bachelor degree with three to six months of relevant experience preferred

• Courteous with strong customer service orientation

• Strong computer navigation skills and PC Knowledge

• Ability to effectively communicate, both written and verbally

• Dependable with strong attention to detail

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.

• Tolerance for repetitive work in a fast-paced, high production work environment

• Ability to work as a team member, as well as independently.

• Demonstrate patience in all customer contact situations; including maintaining a

pleasant and professional tone and manner

• Ability to rotate shifts, as needed

• Based on location and/or program, additional experience/skills may be required.

RELOCATION AVAILABLE