Sr Associate, Customer Care

Job Description

Manages inbound inquiries on behalf of client, acts as an extension of our client
Acts in a professional and appropriate manner while assisting with a resolution of the issue/question
Builds product and process knowledge to effectively interact with customers, within business guidelines
Identifies customers’ needs, research using various systems, utilizes tools to interpret and analyze data
Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate
Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate
Actively and accurately documents discussions of inquiries and leverage internal tools/process for next-level resolution needs
Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
Escalates issues according to business processes and timelines
Meets personal/team production metrics and quality targets
Must adhere to strict schedule and meet attendance guidelines.

Job Qualifications

• High school diploma, GED or equivalent required; college degree preferred
• 5+ years of experience in an applicable customer support role required, or relevant education in lieu of experience
• Tax/banking/mortgage/real estate/Credit or other financial services industry experience strongly preferred
• Minimum of 3 years of Contact Center experience is required
• Has a passion for service excellence
• Strong written and verbal communication skills along with excellent customer service and active listening skills
• Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change
• Strong computer skills to retrieve, query, update systems using multiple screens simultaneously
• Organization and time management skills to operate effectively in a fast paced, high volume environment
• Typing ability of 35wpm+
• Demonstrated knowledge of and experience with Microsoft suite/products preferred
• Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
• Ability to identify customer issue and identify appropriate task
• Must successfully adhere to schedule, attendance and required deliverables/deadlines
• Demonstrates patience and empathy and have the ability to work collaboratively with others

Pay

Annual Pay Range: 39,500 - 45,760 USD

Application

This opportunity is expected to remain posted through the date identified below, subject to business needs.