Response Management Representative

The Hibbert Group•Trenton, NJ

About The Position

Provide guided support; capture defined data and support related special assignments over various channels to meet various client program objectives. Interface with various applications including but not limited to: tele-based, client systems, fulfillment/inventory and shipping systems, and data capture into various systems. Adhere to defined instructions with an acute awareness to meet quality and compliance guidelines while maintaining production standards.

Requirements

Excellent interpersonal and communication skills. Including both written and verbal communication
Ability to locate, read, understand, and apply appropriate instructions/documentation to deliver defined objectives
Familiar with standard office applications PC skills including but not limited to: Microsoft Word, Excel, Outlook
Strong organization, prioritization, and problem-solving skills.
Must demonstrate working proficiency of the English language.
Successfully comprehends business materials written in English (job assignments, instructions, etc.).
Able to work independently
High School diploma/GED or equivalent experience
Prior Experience: Minimum three months customer services or related public engagement.

Responsibilities

Utilize established application scripts supporting inbound or outbound calls/text or email communications.
Attend meetings as required.
Support Quality control activities as assigned
Key BRCs
Sort and organize mail
Key entry of confidential client information
Recognize potential adverse events as well as product complaints and initiate appropriate escalation
Accurately capture defined data element while maintaining defined production standards
Produce personalized fulfillment items as defined by client instructions
Maintain workflow processes in support of quality output
Perform clerical duties such as filing, sorting mail, batching, data capture, call center support etc.
Ensure a strong commitment to quality and adheres to all ISO documentation related standards.
Produce reports as assigned
Complies with all safety/privacy and compliance policies and report any issues immediately to a manager.
All other duties/ responsibilities as deemed appropriate by management.