Customer Service Associate

Job Profile: Customer Service Associate

Job Description
The 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 EST
• Daily hours and shifts may vary
• Rotational requirement for after-hours coverage
• Opportunities for overtime as needed to support storm-related activities

Key Responsibilities

• Answer incoming phone calls, chats, and emails
• Conduct outreach phone calls and emails
• Provide outstanding customer service
• Recognize and follow call flows with scripts
• Research and review customer inquiries
• Use multiple systems to research information
• Relay research findings and outcomes to customers
• Manage customer contact while balancing entry and review of documentation
• Achieve individual production metrics and contribute to team goals
• Maintain compliance and adhere to quality standards to reduce operational risk
• Protect client privacy while using multiple data sources and systems
• Identify and escalate appropriate issues
• Document call information and encounters in call logs
• Recognize and alert management of risks and trends
• Transition quickly between tasks
• Maintain a professional demeanor
• Perform other duties as assigned

Qualifications & Requirements
Basic Qualifications

• 2 years of Customer Service experience
• 1 year of Call Center Agent experience
• 6 months of Utilities or Health & Public Services experience

Preferred Qualifications

• 6 months of Accenture Health & Public Services experience
  • Examples: State Medical Assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, Early Childhood Education and Care Services
• Former Transaction Processing experience

Requirements of the Role

• High School Diploma or GED
• Internet access sufficient to handle calls received via the Internet
• Quiet and private remote work location
• Proficiency with computers (Internet, Outlook, etc.)
• Data entry experience
• Strong listening, verbal, and written communication skills
• Microsoft Office (Excel, Word, Outlook, Teams) experience

Education

• High School Diploma/GED