ESSENTIAL FUNCTIONS

50%   Provides a high level of personalized service to achieve and exceed standards including building and maintaining sustainable relationships with our customers, which includes:

• Being available and engaged during assigned work hours to ensure the highest level of customer satisfaction;
• Meeting and exceeding established qualitative standards;
• Identifying customers’ needs, clarifying information, researching every issue and provide solutions, status and/or alternatives;
• Working with difficult customers to resolve issues; and
• Maintaining a high level of engagement, positive attitude, and professional appearance always.

40%   Manages large volumes of telephone, e-mail and fax inquiries and requests from customers, which includes:

• Meeting and exceeding established individual and department quantitative standards;
• Providing comprehensive records on all interactions as information is received;
• Taking advantage of upselling opportunities whenever they arise;
• Understanding policy coverages; and
• Having a strong knowledge of company products, processes, and procedures.

10%   Performs other responsibilities as assigned, which includes:

• Assisting as needed within the customer connections department;
• Assisting with process improvement planning and implementation;
• Assisting with and participating in team functions and events for the customer connections department; and
• Assisting in special projects and other related duties as requested and serving as a member of various committees and implementation teams.

The list of essential functions is not exhaustive and may be substituted as necessary.
 

EXPERIENCE AND SKILL REQUIREMENTS

• Four to six years of customer support experience.
• Strong verbal and written communication skills.
• Strong listening skills.
• Familiarity with ACD telephone systems and practices preferred. 
• Customer focus and adaptability to different personality types.
• Ability to set and manipulate priorities and manage time effectively.
• Word processing and spreadsheet software proficiency required.
• Talent required in values, work intensity, achiever, positivity, resourcefulness, command, persuasion, relationship-extension, and exactness.

EDUCATION AND CERTIFICATION REQUIREMENTS

PHYSICAL AND WORK SCHEDULE REQUIREMENTS

• Required locations for this position are states within the Central Time Zone.
• Associate will provide an effective and quiet work environment, free of distractions and without view of company data accessible by others.
• Associate will maintain stable, high speed Internet access.
• May require work over 40 hours a week in order to complete functions of position.
• Ability to maintain acceptable attendance according to the company attendance policy and following daily work schedule for appropriate coverage.
• Ability to work at a computer up to eight hours a day.