POSITION OVERVIEW POSITION RESPONSIBILITIES Key Responsibilities:
- Handle inbound and outbound contacts in a courteous, timely, and professional manner
- Listen to customers, understand their needs, and resolve customer issues
- Research systems to find missing information as applicable; coordinate with other departments to resolve issues as applicable
- Follow the processes of the Client program and perform all tasks in a courteous and professional manner
- Utilize systems and technology to complete account management tasks
- Accurately document and process customer claims in appropriate systems
- Follow all required scripts, policies, and procedures
- Utilize knowledge base and training to accurately answer customer questions
- Comply with requirements surrounding confidential information and personal information
- Appropriately escalate customer issues with the managerial team
- Escalate customer issues to the appropriate staff and managerial for resolution as needed
- Ensure first call resolution through problems solving and effective call handling
- Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
- Adhere to all attendance and work schedule requirements
CANDIDATE QUALIFICATIONS Qualifications
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Must be 18 years of age or older
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High school diploma or equivalent
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Excellent organizational, written, and oral communication skills
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The ability to type swiftly and accurately (20 words a minute)
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Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
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Basic understanding of Windows operating system
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Highly reliable with the ability to maintain regular attendance and punctuality
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The ability to evaluate, troubleshoot, and follow-up on customer issues
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An aptitude for conflict resolution, problem-solving, and negotiation
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Must be customer service oriented (empathetic, responsive, patient, and conscientious)
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Ability to multi-task, stay focused, and self-manage
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Strong team orientation and customer focus
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The ability to thrive in a fast-paced environment where change and ambiguity prevalent
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Excellent interpersonal skills and the ability to build relationships with your team and customers
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One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
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State or Federal work experience
COMPENSATION DETAILS
- Paid Time Off: Earn PTO and paid holidays to take the time you need.
- Incentives \& Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations---and sometimes even cars!
- Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
- Retirement Savings: Secure your future with retirement savings programs, where available.
- Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
- Life Insurance: Access life insurance options to safeguard your loved ones.
- Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
- Paid Training: Learn new skills while earning a paycheck.
- Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
- Casual Dress Code: Be comfortable while you work.
PHYSICAL REQUIREMENTS CONDITIONS OF EMPLOYMENT
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Must be authorized to work in the country where the job is based.
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Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
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Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)
EQUAL OPPORTUNITY EMPLOYER ABOUT US DISCLAIMER
The Sydney Call Centre
