Contact Center Agent

College of American Pathologists•Northfield, IL

4d•Onsite

About The Position

The Contact Center Agent is responsible for providing front-line service to CAP customers and members. Under limited supervision, the agent will utilize problem-solving techniques and independent judgment, conveying accurate technical information to customers and members to maintain a high level of service within established guidelines.

Requirements

Excellent verbal and written communication skills.
High level of tact and discretion.
Able to exercise independent judgment.
Excellent problem-solving skills.
Able to multi-task.
Able to comprehend quickly and communicate complex material clearly.
Able to function in a high-pressure environment.
Customer service orientation.
PC skills mandatory.
Familiarity with Microsoft Word.
One year experience in a service environment preferred.

Nice To Haves

College graduate preferred.
Computer and communication courses.

Responsibilities

Receive, investigate, and resolve customer inquiries originating from phone, fax, written correspondence, and email, concerning all CAP services and products.
Respond to customers using the customer’s preferred method of communication: phone, fax, written correspondence, or email.
Have a thorough knowledge of all CAP products including but not limited to: Proficiency Testing (Surveys & Anatomic Pathology Education Programs), Laboratory Accreditation, Publications, Performance Analytics Dashboard, Membership and Education.
Investigate and fully resolve customer/member needs to efficiently utilize software applications, including: SCORES, Sharepoint, Salesforce, Talkdesk, CAP Web Site, the Internet, Precision, Product Dashboard, e-LAB Solutions, Word, Excel, Microsoft Outlook.
Facilitate customers’/members’ billing inquiries, regarding pricing, invoicing, making and applying payments, credit holds, etc.
Communicate across all lines of the organization to research and resolve customer concerns.
Maintain accurate records of transactions.
Develop a thorough knowledge of new products.
Function as direct contact to select Gold Customers and establish a personal relationship to enhance their CAP experience.
Be informed and respond to emergency/Code Blue situations quickly and professionally to ensure service continuity.
Be alert to customer concerns that require escalation and forward these concerns to appropriate management staff.
Participate in special projects.
Perform other duties as assigned.