Customer Care Consultant

Job Summary

The Customer Care Consultant insures internal and external customers receive excellent service by answering questions, resolving problems, and processing requests via telephone, chat and/or email.

Responsibilities

• Under close supervision, perform a variety of customer service duties to assist members and coworkers in solving a variety of problems which could have a significant impact on their personal or professional life.
• Be an advocate for our customers and be an empathetic problem-solver in all customer interactions. Answering the phone, email and/or chat in a timely, welcoming, and professional manner.
• Obtain all information and update the membership timely and accurately.
• Accurately educate members on their benefits and answer member inquiries within the company guidelines.
• Provide all information necessary preventing the member from having to follow-up regarding the same questions and/or concerns.

Requirements

• Highschool diploma or equivalent required.
• 1 or more years of customer service experience preferred.
• Prior contact center experience preferred.
• Strong computer knowledge.
• Type a minimum of 35 WPM.
• Innate understanding of customer service, with a strong sense for delivering superior service to customers.
• Ability to work in a fast-paced environment, to manage high pressure situations, and to be flexible and adaptable when a situation requires it.
• Demonstrates strong written and verbal communication.
• Strong phone etiquette and active listening skills.
• Ability to multi-task, prioritize and manage time effectively.
• Positive professional attitude and team player.

Qualifications

• Maintain minimum KPI targets which include: Quality Average Talk Time Average After Call Work Average Non-Productive Time Other KPIs within Customer Care.
• Maintain excellent punctuality and attendance.

Skills

• Must be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds.
• The ability to frequently, physically move between departments/floors.
• While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms.

Benefits

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay

FLSA (Fair Labor Standards Act) Status Non-Exempt, Overtime may be required.

Schedule

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job.