Contact Center Customer Service Representative

TEKsystems•Winston-Salem, NC

6d•$16 - $16•Onsite

About The Position

The Contact Center Customer Service Representative is the all-important first point of contact with a company's Education Solutions customers. The Contact Center Customer Service Representative must closely and accurately follow the established components of call strategy, and efficiently complete telephone transactions in compliance with federal student loan regulatory policies and procedures. The Contact Center Customer Service Representative participates in team activities to support service initiatives.

Requirements

Minimum of high school diploma
1+ year of experience in a customer service environment
Customer service
Customer support
Call center
Customer service oriented
Customer service call center
Excellent interpersonal and motivational skills
Innovative and self-starter
Ability to work with minimum supervision
Proficient with Microsoft Office software and computer technology
Detail and analytical orientation
Problem-solving and conflict-resolution skills
Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers. Ability to utilize verbal skills to de-escalate highly dissatisfied customers with minimal supervisor intervention.

Nice To Haves

1+ year of experience in a call center customer service environment with high volume calls (60+ daily)
Experience working on an auto-dialer system
College Education Preferred

Responsibilities

Assists customers with end of year tax-document inquiries such as status of 1098-T forms
Responsible for achieving high levels of customer service to Tier I; non-loan servicing
Must consistently meet quality standards within the call center
Answer, investigate, and/or initiate actions on customer inquiries efficiently, using all customer access channels. (Phone, web, chat, mail, fax, etc.). Follow-up as required to ensure customer satisfaction.
Responsible for continually updating personal knowledge of changes to the company products/services, technology, and call center practices and policies
Participate in training to improve skills, performance levels, and overall personal development
Assist other team members in promoting center activities and job knowledge. Work as a team member to improve overall performance
Consistently meet or exceed performance standards for service quality, accuracy, and volume. Work with supervisor to set performance goals and agree on performance improvement methods if required
Consistently meet established policies and procedures relating to standards on shift, break, and meal schedule adherence in order to support the goal of timely customer calls being taken.
Must follow call adherence policy and procedures developed for the call center operation
Must comply with all designated policies and procedures established by the company