Job Category: Healthcare Operations
Requisition Number: PROGR001761
- Full-Time
- Remote
- Rate: $15 USD per hour
Job Details
Description
Are you passionate about providing top-notch support? Liveops is seeking a dedicated individual to be the cornerstone of our agent community's success. As a Client Results Associate, you will be the heartbeat of our operations, offering the first line of support to our independent agents and playing a pivotal role in their business triumphs. If you're a self-starter with a customer-centric mindset and a knack for problem-solving, we want you on our team.
The Purpose of Your Role
Your role is foundational to Liveops success. You nurture a culture of engagement and create a community with our thousands of independent specialists. They turn to you for support and you’re a key element to their business’ success. As the first line of interaction with our specialists, you provide an exceptional Agent experience while ensuring client success. You do this by managing processes to maximize Agent support, performance, and satisfaction while showing empathy and positivity. The ideal candidate is process oriented, adaptable & able to effectively multi-task using several systems simultaneously.
The Qualifications We’re Looking For
- High School Diploma, GED or equivalent
- 1+ years of contact center/BPO experience or comparable customer service-related work experience
- Mastery of computer basics with an affinity towards technical systems
- Functional proficiency in Microsoft products to include Outlook, Word, Excel, and PowerPoint
- Excellent oral and written communication skills
- Flexible work schedule to include days, nights, overnights, weekends, and holidays
- Demonstrates a high level of customer experience to support the Agent community
- Team player with the ability to collaborate with cross-functional teams
- Highly motivated self-starter with a can-do attitude
- Capable of utilizing provided resources to assist the Agent community
- Experience interacting in a fast-paced environment while keeping positive relational and influencing skills intact
- Strong organizational, multi-tasking, and time management skills
- Proven ability to educate & motivate others
The Competencies You Bring
Adaptability * Communications * Customer Focus * Problem Solving * Stress Tolerance
The Value You Deliver
- Partner with program and cross-functional teams to support the growth of the client business and the Agent community
- Deliver a consistent, excellent customer experience to the Agent community by personalizing interactions and showing empathy in every Agent engagement
- Provide real-time support to Agents by utilizing resources to quickly answer on-call questions
- Promote active Agent engagement and advancement by diagnosing, troubleshooting, and resolving Agent issues via both on-call and off-call communications
- Actively contribute to Agent retention by utilizing current and new support tools
- Professional participation in client-specific activities such as email/Slack communications, calibration calls, responding to support tickets, engaging with agents in the forums, etc
- Consistent implementation of skills and knowledge to manage and prioritize competing tasks; ability to multi-task and pivot from one task to another to include internal and Agent communications, on/off-call Agent questions, and more
- Support the onboarding/teaching/training of new team members through shadowing
- Ability to recognize trends within the Agent community and quickly escalate concerns for effective resolution
Essential Job Functions
Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.
- Ability to sit or stand at a desk for extended periods of time while working on a computer.
- Available for virtual meetings in a non-distracted environment.
- Ability to work independently and meet deadlines.
- Ability to work a flexible work schedule to include days, nights, overnights, weekends, and holidays
- Up to 10% travel required per year.
About Liveops:
Liveops, a virtual contact center, offers scalable, on-demand experiences through the VirtualFlex platform for both planned and unplanned CX needs. This tech-enabled, data-powered platform inspires and motivates brand-certified agents to deliver better experiences and attracts entrepreneurial US-based professionals with life experience that helps them connect with customers. We're a people-powered business, working tirelessly on behalf of agents, clients, and employees to make life better.
Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you’re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.
Eligibility Requirements
Eligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future.
Equal Opportunity Employer
