General Functions

Job Purpose: The Customer Support Specialist (CSS) will support customers during phone or chat inquiries, provide service-related information, resolve emerging problems and answer customer questions accurately and efficiently. The CSS is responsible for providing service which radiates excellence while following quality performance standards and meeting call center metrics.

Essential Job Functions:

1. Responsible for answering incoming calls which come into the iLIFE call center in a timely manner. 
2. Maintain established Call Center Metrics and Quality Standards.
3. Meet individual and departmental productivity standards. 
4. Communicate and enforce Agency and iLIFE policies and procedures.
5. Create and maintain documentation related to encounters in multiple systems. 
6. Review, analyze, document and track in several web-based systems.
7. Read program-specific fact sheets and convey complicated program, payroll, tax and budgetary information to customers in an easy-to-understand way.
8. Complete other tasks, projects or duties may be assigned as required according to departmental and business needs.

Experience and Skills

Required Technical Skills, Experience, Education, and Credentials:

1. HS Diploma or equivalent.
2. Minimum of two years call center experience.
3. Excellent verbal and written communication skills.
4. Proficiency with computer applications and software.
5. Problem solving and analytical skills.
6. Professional customer service skills.
7. Demonstrated organizational and multitasking skills.
8. Accept personal responsibility for the quality and timeliness of his or her work and assumes ownership of the results.
9. Accept and adapt quickly to change and maintains strong work ethic
10. Engage and work collaboratively with all levels of personnel within the company to achieve common goals.
11. Ability to maintain attendance to support required quality and quantity of work.
12. Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA).
13. Ability to establish and maintain positive and effective work relationships with coworkers, and customers.
14. Ability to diffuse and manage volatile and stressful situations.
15. Partner with other departments to help meet customer needs and business objectives.

Work Environment and Physical Requirements 
The work environment and physical demands described here are representative of those that an employee may experience or must do to successfully perform the essential functions of the job:

1. Work is performed largely in a fast paced, and at times stressful, office environment utilizing various office equipment including, but not limited to, phone system, a personal computer, copy machine.
2. Hours of work will generally be during regular business hours and average at least 40 hours a week. 
3. Ability to communicate effectively over the telephone, by computer and in person.

This is a general outline of the essential functions of this position and shall not be construed as an all-inclusive description of all work requirements and responsibilities that may be inherent in this position. The employee may be required to perform other job-related duties as requested by the designated work leader(s). All requirements are subject to change over time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

CFI is an Equal Opportunity/Affirmative Action Employer and promotes a Drug Free Work Environment