Contact Center Associate

Angeion Group LLC•Philadelphia, PA

3d•Onsite

About The Position

The Contact Center Support Associate will assist class members with inquiries related to a company’s product and services. This role involves conducting day-to-day communication with class members for multiple cases, providing back-up support for colleagues' cases, and professionally handling telephone and email communications to ensure class members receive timely and accurate information. The associate will also be available for special projects, work with the Contact Center Team Lead for escalations, and manage administrative responsibilities for assigned cases. Handling sensitive and confidential information, reviewing documentation, and demonstrating strong attention to detail are key aspects of this position. Additionally, the role may involve assisting with training, regular communication with colleagues and managers, adhering to business processes, and adapting to new tasks as needed.

Requirements

Work 5 days onsite at Philadelphia Office
Personable and attentive
Strong Verbal Communicator
Display the technical skills necessary to perform all job duties
Customer service experience required
High School Diploma or equivalent
Excellent communication skills including active listening
Service-oriented and able to resolve customer grievances
Demonstrated ability to independently prioritize tasks
Ability to organize and manage multiple priorities
Ability to multi-task and manage time effectively
Excellent organizational skills with an eye for details
Ability to be flexible to adapt and act quickly when urgent matters require it
Project a positive, professional image toward clients, vendors and staff in all interactions and situations
Follow all company rules, policies and practices as contained in the Employee Handbook or as outlined by the company’s CEO/senior management
Must be able to work independently and within a team and possess a positive, "can-do" attitude
Must have strong customer support orientation (for internal/external customers) and demonstrate professional demeanor
Maintain all client, company, and employee information as confidential and share only on a need-to-know basis

Nice To Haves

On occasion, the Contact Center Support Associate may travel to another company location, or a company sponsored event.
The Contact Center Support Associate may also from time to time be asked to run errands on behalf of the company.

Responsibilities

Conducts day-to-day communication with class members for multiple cases assigned
Provides back-up and support for day-to-day communication with class members for cases assigned to others, as needed
Professionally and expertly conducts telephone communication with class members, ensuring class members receive timely and accurate information that meets their needs
Reviews each assigned email inbox daily, providing satisfactory responses to each class member’s email
Is available for special projects assigned by the Operations Management Team. These projects may include making outgoing calls, monitoring Zendesk emails, or an assigned email inbox.
Works effectively with Contact Center Team Lead as first point of escalation to ensure escalated class member situations are resolved in a timely manner
Independently handles all day-to-day administrative responsibilities associated with each assigned case
Handles sensitive information and data for special cases concerning secure information, as needed
Proactively reviews and understands all documentation associated with each assigned case
Handles tasks requiring strong attention to detail after completing extensive training.
Assists with training of individuals in administrative roles, upon the request of manager
Communicates regularly and effectively with all colleagues
Meets regularly with managers to provide feedback and facilitate communication
Adheres to all business processes while performing tasks
Able to take on new tasks and responsibilities as needed
Performing other work-related duties as assigned by management