Contact Center Representative

Advantage Tech has an opportunity with a great client in Leawood for top performing Customer Service Candidates. These positions will be Monday through Friday from 8:00 a.m. to 4:00 p.m. and will pay $17.00/hour. Client has long history of providing great service to their members and is looking for new team members that desire to make a difference.

Job Description

The Contact Center Representative is the frontline contact with our members/customers. Our team goal is to ensure member/customer requests are handled professionally and timely while inspiring member loyalty. The Contact Center Representative is responsible for handling member/customer contacts through our various channels (Phone, Chat, Email). This role requires the ability to handle a high volume of contacts efficiently and accurately while maintaining service level agreements. A successful representative can quickly adapt to the current business need. The representative will engage in meaningful conversations by building rapport and further convey/demonstrate member value. We are seeking employees who are self-motivated, utilize effective troubleshooting/probing techniques, and have experience with fluctuating work volumes/deadlines.

 

Essential Duties and Responsibilities:

  • Provide superior level of customer service to internal and external contacts.
  • Responsible for meeting service level goals.
  • Responsible for team/individual metric goals.
  • Utilize effective troubleshooting techniques and problem-solving skills.
  • Identify and handle member/customer contacts and inquiries completely, accurately, and timely regardless of channel (in and outbound phone, e-mail, mail, fax, etc.) in a fast-paced environment.
  • Resolve member/customer complaints and problems to the satisfaction of the member/customer, including any questions/issues requiring follow-up and exercises independent judgment within set guidelines.
  • Enter member/customer data and other relevant information into Association Management System or other data repository as required.  Exceptional data entry skills are highly desired.
  • Educate the member/customer about the client’s products and services, maximizing the opportunity to inform them about the client’s Programs, Products, Projects and Services.
  • Maintain confidentiality of members/customers and data.
  • Participate and effectively communicate in individual and team meetings.
  • Adhere to assigned work schedule.
  • Must be adaptable to an ever-changing environment.
  • Work overtime as needed.
  • Other duties as assigned.

 

Education, Experience and Skills:

  • High school diploma or equivalent
  • Prior experience in high volume call center environment preferred.
  • Exceptional attendance required.
  • Have experience with “one contact resolution” skills.
  • Salesforce experience/Association Management System experience preferred.
  • Customer Service/communication skills.
  • Multitasking skills required.
  • Positive, professional and customer-oriented attitude.
  • Exceptional verbal and written communication skills.
  • Ability to organize and communicate information clearly.
  • Problem solving and analytical skills.
  • Accept coaching and direction.
  • Patient, adaptable, team player.
  • Proficient with computers, including excellent typing speed.
  • Able to handle a repetitive and varied workload.
  • Knowledge of Excel and Word is helpful.
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