Customer Service Associate

Position Summary

Our Customer Service Associate will initiate first party calls on behalf of our clients with consumers to provide information related to their account. Our consultative approach helps consumers gather information and resolve issues.

Essential Duties & Responsibilities

1. Act as our client’s representative by initiating outbound calls to consumers to build rapport, gather information, provide answers and problem solve.
2. Efforts focused on account penetration.
3. Obtain information from consumers to determine current financial situation and solutions.
4. Effectively navigate documentation of consumer account fields, using appropriate forms, disposition codes, and detail as required.
5. Gather proper documentation from consumers and maintain appropriate follow-up.
6. Maintain daily, weekly and monthly account penetration goals as set by management at ConServe.
7. Daily Productivity - Work a specified number of accounts daily and maintain an acceptable volume of phone calls as assigned to the position by Management.
8. Record Maintenance - proper management & updating of system to maximize contacts.
9. Adherence to ConServe’s Blueprint Quality Management System, Code of Conduct, and Compliance Program.

Non-Essential Duties & Responsibilities

• Other duties as assigned.

Education Requirement

• High School Diploma or GED

Skills/Requirements

• The ability to work Monday through Friday, 9:00 AM EST to 6:00 PM EST.
• Prior Customer Service experience preferred.
• Fluent in conversational English and ability to proficiently read and write English.
• Fluent in Spanish is a plus.
• Strong professional verbal communication skills with the ability to listen, persuade, negotiate and obtain resolution.
• Intermediate Computer skills to document calls and navigate software packages, databases and the internet.
• Strong organizational and time management skills.
• Attention to detail.
• Able to follow directions and act independently to resolve problems.
• Able to work in a positive, collaborative manner with coworkers.
• Able and history of maintaining confidentiality and high level of trustworthiness.
• Able and history of interacting well with team members and customers in a professional manner while maintaining a safe work environment.
• Able and history of working from home in a secure, professional environment.
• Proficiency in Word, Excel, ConServe’s Database Systems, and e-mail preferred.

Legal Requirements

• Legally authorized to work in the United States.

Physical Demands

• Occasionally lift and/or move up to 25 pounds.
• Sit or remain sedentary for your entire work shift (8, 9, or 10 hour shift).
• Talk and listen on a phone for your entire work shift (8, 9, or 10 hour shift).
• Type on a computer for your entire work shift (8, 9, or 10 hour shift).

Mission Statement

ConServe is dedicated to satisfying the needs of our Clients in a manner consistent with improving the human condition, and that will foster the development of long term mutually beneficial relationships with our Clients, our Employees, our Suppliers and Business Partners and the Community as a whole.

Disclaimer

The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time to time and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirements.