CONCENTRIX $12.50/hr. ~ Customer Care Representative~ Educational Industry Salary in the United States

Job Title:

$12.50/hr. ~ Customer Care Representative~ Educational Industry

Job Description

Customer Care serves as the general point of entry for prospective and enrolled students and families. Our goal is to deliver an exceptional customer experience that will delight our customers. The Customer Care agent will explore customers’ needs and share the benefits of how our programs can meet those identified needs, with the goal of beginning the enrollment process for qualified families. The Customer Care agent will need to have command of a broad range of general program information which varies by school. Enrollment support, password reset assistance and account changes are common call types. The Customer Care Representative will establish rapport with our customers, engaging in meaningful dialogue, while handling interactions efficiently and demonstrate depth of knowledge on our program benefits and enrollment process, providing support from initial contact to enrollment completion.

Essential Functions/Core Responsibilities:

·        Greet customers in a courteous, friendly, and professional manner

·        Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer  

·        Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

·        Capture lead information from prospective families, utilize salesforce call flows, work with the goal of beginning the registration process for all interested families

·        Handle inquiries efficiently, maintaining a high level of subject matter expertise

·        Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

·        Respond to incoming calls, voicemails, emails or webmail, providing immediate information on an ongoing basis

·        Provide proactive outreach support and act as a customer advocate to families on sensitive and/or priority issues

·        Track, document and retrieve information in call tracking database 

·        Prepare complete and accurate work including appropriately notating accounts as required  

·        Share documentation and communicate resolution for top issues as tasked.

·        Maintain basic knowledge of client products and/or services 

·        Seek and propose  innovative ways to improve customer experience and efficiency.

·        Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)   

·        Based on location and/or program, additional experience/skills may be required   

·        *Job requirements may vary by country and will not contravene any local laws

   

Here's what we're looking for:

·        At least 18 years of age

·        High school diploma

·        One year of customer service experience required (contact center preferred)

·        Extraordinary listening, and verbal communication abilities

·        Exceptional written communication skills, including proper use of grammar, spelling  and punctuation

·        Proficiency of computer, navigation, technical and typing skills

·        Exceptional phone manners and customer service skills

·        Outstanding interpersonal skills displaying a positive approach

·        Outstanding resourcefulness and creativity in providing timely service

·        Demonstrated ability to learn and apply large amounts of detailed information

·        Excellent organizational skills with strong attention to detail

·        Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

·        Demonstrated ability to manage stressful situations in a calm, courteous, professional, and efficient manner

·        Ability to make quick and clear decisions in accordance with policies and procedures

·        Exceptional teamwork skills

·        Demonstrated leadership qualities

·        Positive and Professional attitude

·        Reliable and Goal oriented

·        Proven problem-solving expertise

·        Proven ability to multitask in a fast-paced environment

·        Quick and Motivated Learner

·        Dependable           

·        Ability to work flexible shifts, as needed    

 

Here's what Concentrix has to offer:

·        Paid instructor supported classroom training

·        Competitive Base Salary

·        We offer the convenience of a casual dress code

·        Employee Referral Programs ~ Earn $200 per qualified referral

·        Employee Rewards and Recognition Programs

·        Diverse, inclusive, welcoming and learning culture

·        Tuition assistance

·        A Global Organization with endless growth and advancement opportunities

·        Career path development and tuition assistance

·        Wellness programs to help you maintain a better quality of life 

·        Employee discount programs

·        Employee assistant program

·        Short term and long term disability option

·        Life & accidental death and dismemberment Insurance

·        Medical, dental and vision

·        401k retirement savings, and so much more

 

Environment, Physical and Other Requirements:

·        Ability to perform light hand activity work at a computer/telephone station in an office environment.

·        Position is primarily sedentary

·        May stretch or stand at workstation for short periods at employee’s option, as long as such activity does not detract from the employee’s work, or interfere with other employees

 

About Concentrix:

We’re a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities! Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

 

Company Overview:

In a world full of average, we stand out. We believe experience is everything. Period.  To achieve outstanding results, we’re disrupting the market by being absolutely obsessed with making our clients’ businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. Our clients notice the difference too… in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world’s best brands. Concentrix. A passionate company powered by passionate people.

 

Concentrix Culture:

Our culture is made up of nine statements that we use as a guiding principle for our everyday business!

We are FANATICAL about our clients & staff

We have HIGH INTEGRITY with exemplary character

We are TENACIOUS in our pursuit of excellence

We value KNOWLEDGE, OPENNESS and TRANSPARENCY

We have CONTRARIAN views on how to run a business

We are BOLD in our decisions

We are DISRUPTIVE in the marketplace

We INVEST in the future

We all CONTRIBUTE and are one Concentrix 

 

Mission:

We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.

 

Disclaimer:

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 an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

 

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Location:

USA, Arnold, MO

Language Requirements:

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