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Care Center Analyst
hace 4 semanas
Job Summary
The Care Center Analyst will provide professional business and customer service support, both individually and as part of a project team, with a focus on assisting Auxis managed services and customer service clients to ensure high levels of customer satisfaction and productivity. This role will provide direct support for all inbound calls, emails, chats, text messages, etc., answering product and service-related questions and providing the necessary support to resolve their situation.
Responsibilities
- Deliver first contact resolution.
- Professionally handle high volume inbound calls in a timely manner.
- Follow specific communication guidelines and escalation protocol while handling calls by topic.
- Identify customer and worksite employee needs, clarify information as needed, research every issue, and provide solutions and/or alternatives for resolution.
- Seize opportunities to gently educate clients and worksite employees on Client’s offerings and online employee portal functionality.
- Build positive and professional relationships, and further impress customers by going the extra mile.
- Must be able to communicate conversations through note taking and shorthand.
- Maintain required documentation for client and worksite employee calls within applicable systems.
- Provide executive leadership administrative support as needed.
- Meet all agent KPI’s including call efficiency, quality, quantity and NPS customer satisfaction scores.
- Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
- Listen carefully to our customers to ensure appropriate responses.
- Comply and adhere to Auxis operational processes and security policies.
- Attend all customer service and performance-related scheduled meetings as required.
- Perform other related and administrative duties as assigned.
- Maintain the highest level of confidentiality with the ability to handle sensitive material concerning the organization and its clients.
Skills and Experience
- English – Spanish Language (Oral and writing 90% or higher) (C1 or above)
- 2-3 years of prior Customer Service - Call Center oriented role required.
- Must work well independently as well as a functional team member.
- Must have a high school diploma.
- Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
- Excellent computer skills and high proficiency in MS Office Suite is required.
- Experience in one of the following fields preferred: Human Resources, Benefits, and/or Payroll.
- Care Center Analyst will adjust its local schedule with the resources supporting this position during Daylight Savings time changes in the Central Time Zone.
- The ability to effectively handle multiple assignments is required.
- Excellent verbal and written communication skills, along with demonstrated active listening skills. A genuine interest in working with and helping customers.
- Must possess excellent communication skills and involvement.
- Good presentation and a polite, tactful, and friendly character.
- Ability to interact with customers and all levels of internal personnel.
- Attention to detail.
- Project an energetic attitude, warm welcome and positive image over the phone and similar channels.
- Adhere to attendance and punctuality standards. Work additional hours on an as-needed basis.
- Adapt to change and meet the changing demands of the work environment.
- Working knowledge of all customer service reports and systems.
- Organizational, analytical, and problem-solving skills are essential.
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