USA - Remote, US
Requisition ID: 1548
Salary:
$17.00 Hourly
JOB SUMMARY:
Responsible for answering, processing, and documenting all calls from customers and representatives. Acts as service liaison between the customer and internal operational staff and delivers exceptional customer service at all touch points.
Work Shift: Wednesday - Friday 11:00pm-8:00am, Saturday-Sunday 3:00pm-12:00am Eastern
ESSENTIAL JOB FUNCTIONS:
- Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues, and fulfilling customer requests
- Ability to navigate the needs of individuals on a case-by-case basis
- Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities
- Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level
- Accurately documents all call information in case management system according to standard operating procedures
- Any other duties as assigned
KEY COMPETENCIES
- Ability to prioritize customer follow up calls when necessary
- Adaptable with the ability to follow standardized process workflow daily
- Provide exceptional customer service to both internal and external customers
- Strong knowledge of administrative processes
- Demonstrated ability to work as a team member as well as an individual contributor
- Ability to interact with all levels of staff
- Ability to effectively manage competing priorities in a fast-paced environment
- Proficient in relevant computer applications (i.e., call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly
- Excellent data entry and typing skills
- Ability to work various shifts and hours to cover multiple times zones
- Ability to handle potential crisis callers and follow protocols for notification
JOB SPECIFICATIONS:
Required Knowledge, Skills, and Abilities:
- Excellent customer service skills
- Ability to navigate a computer and use multiple monitors
- Ability to utilize email and chat functionalities
- Strong interpersonal, written, and verbal skills
- Excellent telephone etiquette and friendly demeanor
- Detail oriented
- Proficient in Microsoft Office Suite
- Amiable personality with team player attitude
- Ability to effectively handle challenging or difficult callers
Minimum Education/Training Requirements: High School Diploma or higher
Minimum Experience: 1-3 yearsCall center or scheduling experience
Physical Capabilities: Sitting/standing for long periods of time at a workstation in front of a computer screen/monitor.
Mental Demands:
- Concentration/Attentiveness
- Respond to unpredictability
- High Level of Record Keeping
- Independent Judgment and Discretion
- Organization and Prioritization
- Manage Multiple Projects/Tasks
- Reading, Comprehension, and ability to Follow Instructions/Work Orders
- Relate to Others
Required Licenses, Certification or Registration: Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation as well as a drug screen.
Work Environment: Remote
Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the President, MyAdvisor
Three Wire Systems is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran status, or military status.
