Service Center Assistant

Duties:
Primary Purpose
We are seeking a dedicated and detail-oriented Contact Center colleague to work with our team as a Service Center Assistant. The primary responsibility of this role is to handle inbound and outbound calls related to product recalls with efficiency, empathy, and accuracy. The ideal candidate will possess excellent communication skills, a customer-centric attitude, basic computer skills and the ability to work effectively within a fast-paced environment. This position offers the opportunity to make a meaningful impact by ensuring the safety and satisfaction of our customers. The Colleagues are an integral part of our Contact Center team.

Key Responsibilities
Handle Inbound and Outbound Calls Respond to calls with customers regarding product recalls, always demonstrating empathy and professionalism.
Provide Information Effectively communicate recall procedures, timelines, and resolutions to customers, ensuring clarity and understanding.
Document Calls Accurately record and maintain detailed notes of each customer interaction, including the nature of the recall issue, customer concerns, and resolutions offered.
Troubleshoot Issues Assist customers in troubleshooting recall-related issues, providing guidance on next steps and resources available.
Collaborate with Teams Potentially work closely with cross-functional teams, including Training and Quality Assurance, to discuss complex recalls.
Ensure Compliance Adhere to all company policies, procedures, and regulatory requirements related to product recalls, to ensure we are always compliant.
Provide Feedback Share customer feedback, trends, and insights with the appropriate colleagues to drive continuous improvement in recall processes and customer satisfaction.
Maintain Confidentiality Handle sensitive customer information with the utmost confidentiality and discretion, following established protocols and guidelines.

Additional Functions And Responsibilities
Performs other duties as assigned.
Cell phone with cellular data and ability to receive calls and texts is required for system authentication purposes.
Flexibility to work an 8 AM to 5 PM schedule, Monday through Friday, with occasional overtime or weekend shifts as needed.

Work Environment
When applicable and appropriate, consideration will be given to reasonable accommodations.
Ability to work from home may be offered if requirements are met. A desk set up and quiet work environment with no interruptions would be expected with internet connection. Working from home is considered a privilege and may change per management.

Mental
Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical
Computer keyboarding
Travel as required

Auditory/Visual
Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Education:
Education & Licensing
High school diploma or GED required.

Experience
One (1) year customer service experience or equivalent combination of education and experience preferred. Experience in an inbound call center preferred.

Skills & Knowledge
Knowledgeable in disability plan eligibility, coverage and benefits
Good customer service skills
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office product
Strong organizational skills
Good interpersonal skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies