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Scope of the Role
Your main objective will be to ensure customer satisfaction by delivering prompt, accurate, and friendly assistance. This will involve actively listening to customers, empathizing with their needs, and providing appropriate solutions or guidance. You'll need to develop a strong understanding of the company's products and services to effectively address customer queries and offer relevant information.
As an Associate Services Phone Representative, you will also support the network of associates by responding to questions, resolving issues, and directing them to the appropriate resources or departments when necessary. Under moderate supervision, you'll work closely with teams such as sales, technical support, or support to ensure seamless customer experiences and efficient issue resolution. Additionally, you'll actively participate in process improvement initiatives, identifying areas where customer support processes can be enhanced to improve overall customer satisfaction.
This position requires the ability to adapt to a changing environment, have effective time management skills and ensure work is accurate, clear, and concise with strong attention to detail.
Performance Outcomes
Customer Support and Communication
Provide exceptional customer service and support through various communication channels, such as phone, email, chat, or social media.
Promptly and effectively address associate's inquiries and concerns.
Actively listen to customers, empathize with their needs, and provide appropriate solutions or guidance.
Develop a deep understanding of the company's products or services to accurately assist customers with their queries.
Communicate with customers in a clear, professional, and friendly manner.
Maintain accurate and detailed records of customer interactions, inquiries, and resolutions.
Issue Resolution and Collaboration
Investigate and resolve customer issues by gathering relevant information, analyzing problems, and employing troubleshooting techniques.
Escalate complex cases to senior representatives or supervisors when necessary.
Actively participate in process improvement initiatives to enhance customer satisfaction and streamline support processes.
Performance and Documentation
Meet or exceed performance targets, such as response time, resolution time, customer satisfaction ratings, and other key performance indicators (KPIs).
Multitask effectively to handle multiple customer interactions while maintaining attention to detail and delivering accurate information.
Utilize computer systems, software applications, and customer relationship management Document customer interactions, inquiries, complaints, and resolutions accurately
Provide feedback and suggestions to management for improvement in customer support processes.
Education, Knowledge, and Experience
1-3 years’ experience in a call center environment preferred.
High School Diploma or Equivalent required.
Proficiency with Microsoft Office Applications
Great organization and communication skills.
High degree of accuracy, attention to detail and confidentiality.
Demonstrates a sense of urgency and ability to meet deadlines.
FLSA Status
Non Exempt
Physical Requirements/ Work Environment
The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Prolonged periods sitting or standing at a desk and working on a computer.
The ability to learn, process and apply knowledge, analyze, reason, and evaluate is .
Regular and predictable attendance and punctuality is .
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.
