Customer Service Associate

Customer Service AssociateThe Intelligent Services New Associate will leverage call center experience serving as a Tier 1 Agent to deliver excellent customer service through incoming and outgoing phone, email, and chat inquiries. Responsibilities include processing applications and resolving customer disputes with positive outcomes. The ideal candidate will enjoy assisting customers with first-call resolution, de-escalating caller situations, adapting quickly to change, and working in a team environment.Schedule:Monday–Friday, shifts between 8:00 am – 6:30 pm ESTDaily hours and shifts may varyRotational requirement for after-hours coverageOpportunities for overtime as needed to support storm-related activitiesKey ResponsibilitiesAnswer incoming phone calls, chats, and emailsConduct outreach phone calls and emailsProvide outstanding customer serviceRecognize and follow call flows with scriptsResearch and review customer inquiriesUse multiple systems to research informationRelay research findings and outcomes to customersManage customer contact while balancing entry and review of documentationAchieve individual production metrics and contribute to team goalsMaintain compliance and adhere to quality standards to reduce operational riskProtect client privacy while using multiple data sources and systemsIdentify and escalate appropriate issuesDocument call information and encounters in call logsRecognize and alert management of risks and trendsTransition quickly between tasksMaintain a professional demeanorPerform other duties as assignedQualifications & RequirementsBasic Qualifications2 years of Customer Service experience1 year of Call Center Agent experience6 months of Utilities or Health & Public Services experiencePreferred Qualifications6 months of Accenture Health & Public Services experience Examples: State Medical Assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, Early Childhood Education and Care ServicesFormer Transaction Processing experienceRequirements of the RoleHigh School Diploma or GEDInternet access sufficient to handle calls received via the InternetQuiet and private remote work locationProficiency with computers (Internet, Outlook, etc.)Data entry experienceStrong listening, verbal, and written communication skillsMicrosoft Office (Excel, Word, Outlook, Teams) experienceEducationHigh School Diploma/GED