What are the responsibilities and job description for the Contact center position at Hearst?
SUMMARY
Under general supervision, assist the CDS Global Contact Center staff in organizing information, performing administrative functions, and updating client information and documentation.
Obtains job experience, working knowledge, and understanding of the CDS Global Contact Center Team processes and functions through the internship.
ESSENTIAL FUNCTIONS
- Maintains confidentiality of CDS Global and its clients’ proprietary information.
- Provides assistance to the CDS Global Contact Center staff in organizing information, performing administrative functions, and updating client information and documentation.
- Updates internal communication and training platforms.
- Updates and creates training documentation. Creates a review process for client updates in a system migration.
- Locates recorded calls, review, and assign a score in a written synopsis.
- Reviews newly created training courses for completeness, alignment with existing help screens, assessment tools and courses.
- Documents department procedures.
- Researches and implements a new ticketing system.
- Completes assigned CDS Global training.
- Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.
- Obtains job experience, working knowledge, and understanding of CDS Global Contact Center Team processes and functions through the internship.
- Continually learns, studies, and applies new information.
- Interacts cooperatively and professionally with all levels of employees, vendors and / or clients in a team-oriented environment.
- Assumes additional duties as required or requested.
- Travels off-site when required or requested.
- Adheres to CDS Global attendance policies.
- Follows all CDS Global ergonomic and safety policies.
EDUCATION AND / OR CERTIFICATION, SKILLS AND LICENSING
- Current and ongoing enrollment in an accredited college and / or university while working toward completion of Bachelor's Degree in business or related degree.
- Must be at Junior standing (or equivalent) and minimum overall . of 3.0.
- Good verbal and written communication skills.
- Active listening skills.
- Note taking skills.
- Organization skills.
- Interpersonal relationships skills.
- PC knowledge / skills; keying, data entry and preparation of typed documentation.
- Demonstrated initiative / follow through with assigned tasks to meet deadlines.
POSITION TYPE
Temporary Internship.
WORK LOCATION
The intern must work at a CDS Global location in Boone, Des Moines or Harlan on Tuesday, Wednesday, and Thursday.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
They are not intended to be a complete list of all responsibilities, duties and skills required of personnel assigned to this job.
Diverse teams achieve better results by leveraging a broad set of ideas and perspectives. Our ability to harness the ideas, experiences, and talents of CDS Global’s diverse and global workforce is integral to our continued success.
We are committed to increasing diversity and strengthening our inclusive culture where all members of the CDS Global community can thrive.
Pre-employment background check(s) conducted on qualified candidates.
Post-offer, pre-employment drug / health screening(s) required for some positions.
EOE, including disability / vets
LI-Hybrid
Last updated : 2024-02-23