Associate Services Phone Representative

PPLSI • Ada, MN

6d

About The Position

As an Associate Services Phone Representative, you provide customer service and support as a first point of contact for associates, responding to inquiries and concerns by phone and email. Under moderate supervision, you deliver prompt, accurate, and friendly assistance, listen and respond empathetically, and use knowledge of the company’s products and services to provide relevant information and solutions. You collaborate with teams such as sales and technical support to resolve issues and provide seamless customer experiences, and participate in initiatives to improve support processes. The role requires adaptability, effective time management, accuracy, clear communication, and attention to detail.

Requirements

• High school diploma or equivalent.
• Proficiency with Microsoft Office applications.
• Strong organization and communication skills.
• High degree of accuracy, attention to detail, and confidentiality.
• Sense of urgency and ability to meet deadlines.
• Ability to adapt to a changing environment and manage time effectively.
• Ability to learn, process and apply knowledge, analyze, reason, and evaluate.
• Regular and predictable attendance and punctuality.

Nice To Haves

• 1–3 years of experience in a call center environment.

Responsibilities

• Provide customer service and support through communication channels such as phone, email, chat, or social media.
• Promptly address associates’ inquiries and concerns, listening actively and providing appropriate solutions or guidance.
• Develop knowledge of company products and services to accurately answer customer queries.
• Communicate clearly, professionally, and in a friendly manner.
• Maintain accurate, detailed records of customer interactions, inquiries, complaints, and resolutions.
• Investigate customer issues by gathering relevant information, analyzing problems, and using troubleshooting techniques.
• Escalate complex cases to senior representatives or supervisors when necessary.
• Collaborate with other teams to support efficient issue resolution and a seamless customer experience.
• Participate in process-improvement initiatives to enhance customer satisfaction and streamline support processes.
• Meet or exceed performance targets, including response time, resolution time, customer satisfaction ratings, and other KPIs.
• Handle multiple customer interactions while maintaining attention to detail and providing accurate information.
• Use computer systems and software applications, including customer relationship management tools.
• Provide management with feedback and suggestions to improve customer support processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED