Office of The President Tier I

Responsibilities

• Handle internal facing survey feedback, educating and verifying coverage details to customers in accordance with company Terms & Conditions.
• Work with multiple departments at all levels, throughout the company to gather all pertinent information in order to resolve customer concerns in a timely manner.
• Stay current on affinity partners product & service options, terms & conditions, and system knowledge.
• Manage customer experience by setting expectations and providing timely updates.
• Autonomously interpret company policy and use good judgment when handling difficult situations, while following outlined procedures ensuring the customer is at the heart of each case handled.
• Review and process requests for refunds & redress in accordance with product terms and conditions.
• Document all customer interactions and provide a detailed account of all actions taken throughout the complaints management process, in respective systems.
• Prepare verbal and written responses to customers and internal partners within allotted time frames.
• Track and report key metric indicators to all levels of the company.

Essential Functions

• Responsible for all tasks associated with mid-level (internal escalation) complaint handling including receiving, investigating, resolving, replying.
• Intermittent Reporting Responsibilities (5%).

Job Requirements

• College degree and 1 year of experience in customer service or 5 years of complaint handling experience.
• Demonstrate the following traits: Courage, Persistence, Integrity, Curiosity.
• Exceptional communications skills (both verbal and written) in English. Bilingual skills are a plus.
• Decisive and willing to make bold decisions to do what's right for our customers.
• Comfortable working in an autonomous environment where you are expected to resolve customer issues on your own.
• Able to multi-task, prioritize deliverables and meet deadlines in a fast-paced environment.
• Good interpersonal, influencing and team building skills.
• Proficient with computer applications including Word, Excel, Outlook and PowerPoint.
• Able to work Monday- Friday; shifts vary between the hours of 8:00 AM and 8:00 PM as well as flexibility to work a later shift or on weekends based on business needs.
• Must submit examples of written response to customer complaints.
• Must pass written exam.

Minimum Physical Requirements

• Regularly required to listen, talk and hear.
• Frequently required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone.
• Occasionally required to stand; walk; sit; and reach with hands and arms.
• Must occasionally lift and/or move up to 15 pounds.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate to low.

Hourly Range

• $20.5260 - $27.3678 p/h

Equal Opportunity Employer