The Customer Service Agent manages intake calls and requests for on-demand and scheduled language services for our high-profile clients. This role focuses on delivering an exceptional client experience by consistently providing clear, efficient, and helpful support to callers.
Responsibilities: Facilitate intake calls, providing customer service and support to callers.Achieve satisfactory call quality, both behavioral and technical, as measured through call quality reviews.Provide exceptional client service experiences.Log and track both calls and requests while servicing clients by typing notes into our proprietary system.Address opportunities to maintain and improve business relationships with clients.Other duties as assigned.Experience and Skills: Strong customer service skills.Experience with call center software and scheduling tools.Comfortable in a dynamic, fast-paced, and multi-line call center environment.Demonstrated proficiency in Microsoft Office Word and PowerPoint, with superior knowledge of Excel.Experience with Google Docs and Apple/Mac operating system is preferred.Requirements: Ability to work independently.Proven ability to interpret strategic and operational business requirements, providing expert advice and financial counsel.Broad understanding of current and emerging technology practices.High level of initiative, accountability, and follow-through.Strong teamwork and collaboration skills.Demonstrated problem solving and decision-making skills.Ability to manage multiple initiatives and projects while prioritizing needs.Willingness to undergo any requested background checks.Fluency in English.Reliable high-speed internet with sufficient bandwidth.Working hours: EST business hours (8 AM - 5 PM or 9 AM - 6 PM).
Benefits: Public holidays: US holidays.Paid time off (PTO): 15 days for the first year of employment.
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