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Contact Center Associate

Summary:   

Responsible for assisting customers regarding their accounts received via phone and/or written correspondence in a timely and professional manner.  Contact Center Associates will be expected to treat all customers with respect and should enjoy working with people and solving problems.

Essential Duties and Responsibilities:

  • Answer phones and respond to customer requests in a timely and professional manner.
  • Identify, research, and resolve customer issues using available resources and systems.
  • Process orders, forms and applications.
  • Identify and escalate priority issues.
  • Transfer customer calls to appropriate resource.
  • Follow-up on customer inquires not immediately resolved.
  • Recognize, document and alert the supervisor of trends in customer calls.
  • Meet departmental goals and position expectations as established.
  • Recommend process improvements.
  • Other duties as assigned.

 

Qualifications:

  • Knowledge of customer service principles and practices
  • Computer literate with the ability to learn customer service software applications.
  • Must have good listening and problem-solving skills
  • Ability to work effectively in a multi-task, high-volume environment
  • Duties require professional verbal and written communication skills and the ability to type fluently.
  • Self-motivated and results-oriented
  • Excellent organizational skills
  • Knowledge of credit card terms and conditions preferred
  • Six months or more experience in a Contact Center environment preferred but not required

 

Education:

  • A high school diploma/GED
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