Title: Call Center Representative
Location: Irving, TX, 75063
Duration: 12 Months
Client: NGC - 6668-1
Job Description:
- Answer customer requests (primarily over the phone) by accessing information in multiple systems (knowledge base, desktop procedures, case studies and other reference systems)
- Resolve customer requests/issues by researching and taking additional steps as required. Route/refer cases for advanced support. Total ownership of case from inception to completion.
- Partners with Leads, Managers, Payroll, Travel, HR Business Partners, and other stakeholders to successfully resolve problems or answer questions in a timely manner.
- Document customer issues, research, and actions taken into the case management system.
- Process transactions by collecting required information or backup documentation, including probing for additional information if unclear, performing data entry, mailing out requested documents, etc..
- Perform back-office transaction processing (non-phone work) in support of HR functions. Transactions include reconciliation, data entry, mailing, filing, answering correspondence, and sorting and routing incoming mail.
- Perform other duties as required.
Qualifications:
- High school diploma or equivalent required and 4 years of related education/experience
- Must be able to abide by the assigned work schedule and work a variety of shifts to support business needs
- Previous experience interacting with customers in a service environment required.
- Experience in a call center and following a structured phone schedule.
- Ability to maintain confidentiality of information
- Confident phone presence and exceptional customer service skills are required
- Prior experience using a case management system
- Strong customer service, problem-solving and technology skills.
- Proficient in MS Office applications – Word, Excel, PowerPoint
- Communicate clearly and effectively (written and verbal)
- Effective listening and reading comprehension skills