Customer Service Representative

Job Title

Job Description Education: High school or equivalent required. Skills include 0-to-1-year relevant experience required, post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for education and experience, excellent customer service skills, ability to explain complex policies or concepts in a straightforward, easy-to-understand manner, strong written and spoken communication skills, demonstrated skill in troubleshooting and identifying root causes and resolving issues, demonstrated ability managing multiple priorities in a fast-paced environment, for remote agents, access to high-speed internet with speeds sufficient to support the responsibilities of the role.

Desired Skills: Previous customer service experience, knowledge and ability to navigate multiple desktop operating systems (e.g. Microsoft Windows, Mac OS), Internet browsers (e.g. Internet Explorer, Mozilla Firefox), Internet browser versions (e.g. Internet Explorer 8 and 9), and basic computer hardware.

Serve as a first point of contact regarding issues with web-based tools. Educate clients and advisors directly on newly-enacted web-based tools, systems, and procedures as they arise to facilitate efficient self-service predominately via a high-volume, in-bound phone queue. Identify, troubleshoot, and resolve a wide range of technical web-based issues and effectively manage their case load.

Job Duties: Provide support for web-based tools via a high-volume, in-bound phone queue. Provide problem management, including responding to, diagnosing, and resolving web-based tool problems/issues utilizing appropriate internal computer applications. Ensure all pertinent information has been gathered for tracking and archival purposes. Accurately enter all client/advisor data and feedback to ensure quick resolution. Educate clients and advisors directly on newly enacted web-based tools, systems and procedures as they arise to facilitate efficient self-service. Serve as a key resource for customers on client or product policies and systems and troubleshoot simple usability issues raised by customers. Manage internal web-based tool(s) change(s) that could impact volume of in-bound calls. Identify, troubleshoot, and resolve a wide range of technical web-based issues. Escalate more complex technology problems and act as a liaison between clients and technical escalation teams to coordinate resolution of the issue(s). Develop a working knowledge of all systems, processes, and data relating to web-based support tools. Develop expertise within the scope of work, including all web-based tools, processes, and best practices. Continually improve knowledge base via on the job learning and best practices from prior projects, training, and peer learning. Develop and maintain expertise in applicable technologies and identify and pursue areas for development and training that will enhance job performance. Effectively manage a high-volume case load and communicate the status of technology web-based issue(s) resolution and recovery to the initiating advisor or client.

Typical Day: Serve as a first point of contact regarding issues with web-based tools. Educate clients and advisors directly on newly-enacted web-based tools, systems, and procedures as they arise to facilitate efficient self-service predominately via a high-volume, in-bound phone queue. Identify, troubleshoot, and resolve a wide range of technical web-based issues and effectively manage their case load.

**Only those lawfully authorized to work in the designated country associated with the position will be considered.**

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**