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Responsibilities for this position include:

The agent will provide public support to people needing guidance on who to contact to resolve their situation.

The ideal candidate for this role is passionate about ensuring excellence in service, responds quickly and effectively to customer inquiries, and is comfortable working in a fast-paced environment with a high call volume.

Description

Managing a large number of incoming calls

Identifying and resolving customer issues accurately and efficiently

Providing high quality response to customer inquiries and needs

Building sustainable relationships with customers through professional communication

Providing accurate, timely, and complete information by using the right methods and tools

Responding to customer inquiries relating to client services, providing appropriate solutions and alternatives, and following up to ensure full resolution

Keeping detailed records of customer interactions, processing customer accounts, and filing documents

Following communication procedures, guidelines, and policies

Applicant must be a citizen of the United States.

Requirements

Required Skills and Qualifications

1-year or more customer support experience or experience as a client service representative
English speaking proficiency (Spanish bilingual is a plus)
Strong communications skills, including phone communications and active listening
Familiarity with CRM systems and practices
Strong research and problem-solving skills
Proficient with computers, switching between various applications and windows/sessions on a laptop, downloading, opening, saving, printing, and/or deleting files
Demonstrated ability to handle sensitive and confidential situations
Ability to handle crisis situations and deal with difficult inquirers

ITCON Services

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