Service Center Assistant

Service Center Assistant

Service Center Assistants are responsible for servicing all queries relating to client associated programs and services via telephone and/or email to cardholders based in the United States, Latin America and the Caribbean. Agents ensure every cardholder receives the highest quality of service and reach resolution within client's designated Service Level Agreements (SLAs). Agents are required to take advantage of every cardholder interaction as an opportunity to create customer loyalty, reduce cardholder attrition and increase the client's competitive advantage within the industry.

Key competencies required of Sedgwick agents include: cross-skilled in the North American and Latin American countries, ability to deliver exceptional customer service to all client cardholders, drive 'first contact resolution' outcomes for cardholders in compliance to program procedures & processes, ability to problem solve, organize, and prioritize solutions for all cardholders, high empathy, professionalism and building rapport skills, ability to multi-task, adhere to Sedgwick's policies and procedures.

Skills: Excellent PC skills including compatibility with Microsoft Office products. High proficiency in web-based (internet) skills; cross management with simultaneous servicing (managing MCM/MCS whilst on an active call). Ability to quickly learn and navigate various customer management platforms.

General requirements: Call center experience required (minimum 1 year experience required). Ability to multi-task and work in a fast-paced environment. Ability to problem solve in real-time. Ability to understand and capture required information during customer interactions. Ability to properly manage escalations to Sedgwick supervisors. Ability to manage multiple priorities without supervision. Team player and engaged individuals. Ability to respect company & compliance standards, processes and procedures always.

Location: Seven Hills, OH 5700 Lombardo Center