Customer Service Agent 1

JOB TITLE:                   Customer Service Agent I 

DEPARTMENT:           Operations    

REPORTS TO:              Supervisor

FLSA STATUS:             Non-Exempt                                      

OUR GUIDING PRINCIPLES:  

Make every interaction Count 

Act with Respect and Integrity 

Demonstrate Passion for Continuous Improvement 

Be Worthy of Trust from all Stakeholders 

OVERVIEW: 

The SaviLinx Customer Service Agent provides superior customer service in a contact/call center/help desk environment in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills. This position is work from center half the week with the option to work from home the other half . The position is responsible for picking up mail at the local post office.

ESSENTIAL JOB FUNCTIONS: 

• Resolves customer inquiries and concerns in accordance with the client and company policies and with the highest degree of courtesy and professionalism. 
• Ability to troubleshoot technical and customer service questions in accordance with program requirements.
• Communicates with end-users using web-based tools regarding navigation of applications in a leveraged environment supporting one or more queues/skill sets over various accounts. 
• Provides customer support through telephone calls, email, text, and chat technologies. Accurately documents all correspondence with end-users and transfers callers to the correct department.
• Follows strict work instructions and procedures that may vary by account. Ability to adapt to continual changes to work instructions and procedures is necessary. 
• Meets expectations for all balance scorecard metrics with demonstrated improvement over time. Follows proper escalation procedures for unsolved customer requests. 
• Maintains productivity in accordance with support program and company standards. 
• Participates in quality assurance monitoring and evaluation as it pertains to their role and will receive feedback on a regular basis. 
• Attends and participates in team meetings and required training sessions. 
• Provides mentoring, training, and development to other Customer Service Representatives as needed.  

SUPERVISORY RESPONSIBILITY: 

No supervisory responsibility. 

EXPECTED WORKDAYS/ HOURS: 

This position requires 20 hours of work per week with the ability to flex up in hours.

QUALIFICATIONS:  

• High school diploma or equivalent required.   
• Time management skills and the ability to work independently are essential for this role. 
• Must have experience with maneuvering electronic data between various environments. 
• Analytical thinking, communication and writing skills, and computer competencies. 
• Preferred 1-3 years of customer service experience. 
• College degree preferred. 

OTHER DUTIES:  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice. 

EQUAL EMPLOYMENT OPPORTUNITY 

SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  
 
VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER