Customer Experience Associate II

Job Summary The call center located in Middletown, Pennsylvania is a growing, high volume call center that services child support service calls for the Commonwealth of Pennsylvania. The call center is an inbound call center with a strong commitment to exceptional customer service. The call center hours are Monday through Friday from 7:00 a.m. – 8:00 p.m. Ability to answer calls timely, as they are automatically received through blended call queues Ability to answer incoming chat inquiries in a timely and accurate manner Provide a one call resolution through asking pertinent questions to understand member’s concerns Updating member information efficiently and accurately through active listening Maintain an up-to-date product knowledge through offered trainings Utilizing soft skills while engaging with members Maintain a calm & positive demeanor while engaging with members Display effective communication & ability to follow communication procedures/guidelines Reviewing Quality Assurance assessments within a timely manner Escalating member concerns to the call center management team Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines Training will follow a schedule of 8:00 a.m. – 5:00 p.m. for a duration of 4 weeks All other duties as assigned Job Summary The call center located in Middletown, Pennsylvania is a growing, high volume call center that services child support service calls for the Commonwealth of Pennsylvania. The call center is an inbound call center with a strong commitment to exceptional customer service. The call center hours are Monday through Friday from 7:00 a.m. – 8:00 p.m. Ability to answer calls timely, as they are automatically received through blended call queues Ability to answer incoming chat inquiries in a timely and accurate manner Provide a one call resolution through asking pertinent questions to understand member’s concerns Updating member information efficiently and accurately through active listening Maintain an up-to-date product knowledge through offered trainings Utilizing soft skills while engaging with members Maintain a calm & positive demeanor while engaging with members Display effective communication & ability to follow communication procedures/guidelines Reviewing Quality Assurance assessments within a timely manner Escalating member concerns to the call center management team Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines Training will follow a schedule of 8:00 a.m. – 5:00 p.m. for a duration of 4 weeks All other duties as assigned Essential Duties And Responsibilities Ability to answer calls timely, as they are automatically received through blended call queues Ability to answer incoming chat inquiries in a timely and accurate manner Provide a one call resolution through asking pertinent questions to understand member’s concerns Updating member information efficiently and accurately through active listening Maintain an up-to-date product knowledge through offered trainings Utilizing soft skills while engaging with members Maintain a calm & positive demeanor while engaging with members Display effective communication & ability to follow communication procedures/guidelines Punctual, reliable, & consistent attendance Excellent time management & multitasking skills Reviewing Quality Assurance assessments within a timely manner Escalating member concerns to the call center management team Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines Training will follow a schedule of 8:00 a.m. – 5:00 p.m. for a duration of 4 weeks All other duties as assigned Requirements A minimum of one year of experience in a customer service roll & call center experience preferred Proficient computer skills in computer programs such as Microsoft 365, AVAYA phone systems, and other miscellaneous programs Ability to sit for long periods of time High School Diploma or GED equivalent Ability to pass a criminal background check #J-18808-Ljbffr BlackCSI