Salary
💰 $25 per hour
Job Level
Junior
Tech Stack
Switching
About the role
- Answer, triage and transfer client calls with high level of customer service
- Manage incoming written client correspondence and phone calls for 90+% of the workday
- Create, intake and assign cases to team; monitor volume and team bandwidth to inform workload distribution decisions
- Provide real-time navigation support to clients; diagnose minor technology issues; provide detailed verbal instructions regarding how best to utilize platform and services
- Use active listening to interpret client questions and document concisely with appropriate level of detail
- Use critical thinking to navigate and problem-solve unique client inquiries
- Collaborate and work well with others with regular interruptions
- Responsible for thorough and timely documentation of client interactions using our systems
- Perform other duties as assigned.
Requirements
- One or more years of experience working in a high-volume customer service environment
- Ability to organize and efficiently manage multiple priorities with a sense of urgency and minimal supervision
- Stellar customer service skills with a professional sense of compassion for difficult situations
- Excellent interpersonal, communication, and presentation skills including active listening and ability to adapt to different communication styles
- Ability to build strong relationships and work well with peers, managers, and clients
- Intermediate or greater Microsoft Office suite skills and G-Suite
- High level of discretion and ability to follow policies on confidentiality
- Strong reading comprehension, internet navigation and research skills
- Ability to organize and efficiently manage multiple priorities with a sense of urgency and minimal supervision
- Ability to manage heavy volume of phone and written communication
- Ability to navigate and adapt to multiple technology systems