Senior Contact Center Specialist

Senior Contact Center Specialist

The Senior Contact Center Specialist is responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. This position works to achieve monthly call quality performance while educating clients on products and services. This position assists with answering questions for prospect and existing clients, helping with client retention efforts, and support of Contact Center Specialists with questions through our normal escalation process within the Contact Center.

This position is eligible for a shift differential.

Essential Functions

• Meet productivity standards and complete work in a timely manner
• Ensure compliance with scheduling requirements and attendance standards
• Maintain client and Northwest confidentiality
• Meet service level standards
• Achieve Contact Center performance standards
• Written correspondence proficiency, accurately and professional responding to customer inquiries
• Perform office administration tasks
• Serve as a Contact Center mentor to new hires
• Serve as subject matter expert and answers peer inquires and client escalations
• Back up Contact Center Supervisors as needed
• Identify and resolve customer problems in an efficient manner
• Gather and analyze information skillfully and develop alternative solutions
• Manage difficult or emotional client situations
• Respond promptly to client needs
• Respond to requests and meet commitments
• Speak clearly and persuasively in positive or negative situations
• Educate clients and possess extensive knowledge of technical support of products and services
• Approach others in a tactful manner and react well under pressure
• Demonstrate accuracy and thoroughness
• Look for ways to improve and promote quality
• Demonstrate excellent listening and interpretative skills
• Demonstrate ability to establish collaborative customer relationships in a fast paced environment
• Aim to resolve customer inquiries utilizing a First Call Resolution approach
• Appropriate use of established call processes and procedures and scripts
• Ability to troubleshoot online access issues
• Answer customer chat, email and secure message requests in an efficient manner
• Make all outbound calls for different calling campaigns as delivered and instructed in an efficient manner
• Document results as instructed
• Utilize cross selling efforts of products and services with clients
• Provide solutions to clients based on their needs
• Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment
• Complete other duties and special projects as requested by management

The pay range for this position is generally $18.50 to $21.00 per hour. Actual pay is based on various factors including but not limited to the successful candidate's experience, skills, and knowledge. Benefits are also available.

All applicants will be screened; however, only those most closely matching the qualifications of the job posting will be contacted. We appreciate your interest in our position!

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.