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Customer Experience Associate II
About the position
The high-volume call center located in Middletown, Pennsylvania is growing! Are you seeking an opportunity to make a real impact on a company that appreciates ideas and new ways of thinking? Come join us and grow with a team of people who will challenge and inspire you to be the best! The Customer Service Representative will take chats, inbound, and outbound calls on behalf of the child support services for the Commonwealth of Pennsylvania while delivering a strong commitment to exceptional customer service.
Responsibilities
- Ability to answer calls timely, as they are automatically received through blended call queues
- Ability to answer incoming chat inquiries in a timely and accurate manner
- Provide a one call resolution through asking pertinent questions to understand members’ concerns
- Updating member information efficiently and accurately through active listening
- Maintain up-to-date product knowledge through offered training
- Utilizing soft skills while engaging with members
- Maintain a calm & positive demeanor while engaging with members
- Excellent time management & multitasking skills
- Reviewing Quality Assurance assessments within a timely manner
- Escalating member concerns to the call center management team
- Maintain adherence to all key performance indicators as set forth within the call center & corporate guidelines
- All other duties as assigned
- Punctual, reliable, & consistent attendance
- Display effective communication & ability to follow communication procedures/guidelines
- Possess proficient computer skills in computer programs such as Microsoft 365, AVAYA phone systems, and other miscellaneous programs.
Requirements
- High School diploma or GED
- Minimum of one year of experience in a customer service roll and call center experience preferred
- Ability to pass a background check.
- Ability to sit for long periods of time.
Benefits
- Paid Training
- Full-time schedule (40 hrs. a week)
- Career Growth Opportunities
- PerkSpot- Employee discount program
- Full Benefit Options - From the start, our paid training program will teach you all the skills needed to allow you to become successful in your role. We also offer a full benefits package, so you’ll be able to thrive both personally and professionally.
- Enjoy a positive, employee-friendly culture while playing an important role in supporting our clients.
- health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time.
