The Customer Service Agent facilitates intake calls and requests ranging from on-demand to scheduled language services for our flagship customers. This role is responsible for creating a best-in-class customer experience by consistently delivering clear, efficient and valuable support to callers.
Responsibilities:
- Facilitate intake calls, providing customer service and support to callers
- Achieve satisfactory call quality, both behavioral and technical, as measured through call quality reviews
- Provide exceptional client service experiences
- Log and track both calls and requests while servicing clients by typing notes into our proprietary system
- Address opportunities to maintain and improve business relationships with clients
- Other duties as assigned
Required Minimum Education and Experience:
- High School Diploma or equivalent
- Strong customer service skills and a positive attitude
- Experience with call center software and scheduling tools
- Comfortable in a dynamic, fast-paced, and multi-line call center environment
- Demonstrated proficiency with Microsoft Office Word and PowerPoint and superior knowledge of Excel
- Experience with Google Docs and Apple/Mac Operating System preferred
Additional Preferred Requirements:
- Ability to work independently in a decentralized environment, without the reliance on direct authority
- Highest level of personal and professional integrity and ethics
- Proven ability to interpret strategic and operational business requirements, providing expert advice and financial counsel
- Broad understanding of current and emerging technology practices
- High level of initiative, accountability, and follow-through
- Value strong teamwork and collaboration skills
- Demonstrated problem solving and decision-making skills;
- Ability to manage multiple initiatives and projects and prioritize needs
- Ability to work in a private, dedicated workspace in order to comply with HIPAA regulations
- Strong sense of service and passion for the company and business
- Authorized to legally work for any employer in the United States
- Willingness to submit to any requested background checks
- Fluent in English
- Must have reliable high-speed internet with sufficient bandwidth.
United States
