Contact Center Associate

Duties and Responsibilities

The Contact Center Support Associate will assist class members with inquiries related to a company’s product and services.

Job Duties and Responsibilities:

• Conducts day-to-day communication with class members for multiple cases assigned
• Provides back-up and support for day-to-day communication with class members for cases assigned to others, as needed
• Professionally and expertly conducts telephone communication with class members, ensuring class members receive timely and accurate information that meets their needs
• When necessary, Reviews each assigned email inbox daily, providing satisfactory responses to each class member’s email
• Is available for special projects assigned by the Operations Management Team. These projects may include making outgoing calls, monitoring Zendesk emails, or an assigned email inbox.
• Works effectively with Contact Center Team Lead as first point of escalation to ensure escalated class member situations are resolved in a timely manner
• Independently handles all day-to-day administrative responsibilities associated with each assigned case
• Handles sensitive information and data for special cases concerning secure information, as needed
• Proactively reviews and understands all documentation associated with each assigned case
• Handles tasks requiring strong attention to detail after completing extensive training.
• Assists with training of individuals in administrative roles, upon the request of manager
• Communicates regularly and effectively with all colleagues
• Meets regularly with managers to provide feedback and facilitate communication
• Adheres to all business processes while performing tasks
• Able to take on new tasks and responsibilities as needed
• Performing other work-related duties as assigned by management

Essential Qualifications

Minimum Experience, Requirements, Skills and Attributes:

• Work 5 days onsite at Philadelphia Office
• Personable and attentive
• Strong Verbal Communicator
• Display the technical skills necessary to perform all job duties
• Customer service experience required
• High School Diploma or equivalent
• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances
• Demonstrated ability to independently prioritize tasks
• Ability to organize and manage multiple priorities
• Ability to multi-task and manage time effectively
• Excellent organizational skills with an eye for details
• Ability to be flexible to adapt and act quickly when urgent matters require it
• Project a positive, professional image toward clients, vendors and staff in all interactions and situations
• Follow all company rules, policies and practices as contained in the Employee Handbook or as outlined by the company’s CEO/senior management
• Must be able to work independently and within a team and possess a positive, "can-do" attitude
• Must have strong customer support orientation (for internal/external customers) and demonstrate professional demeanor
• Maintain all client, company, and employee information as confidential and share only on a need-to-know basis

Traveling

On occasion, the Contact Center Support Associate may travel to another company location, or a company sponsored event. The Contact Center Support Associate may also from time to time be asked to run errands on behalf of the company.

Physical and Mental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or listen. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. Must be able to remain in a stationary position at least 75% of the time. The employee is occasionally required to stand, walk, sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

This position requires the ability to analyze many variables and choose the most effective course of action at any given point in time. You must be able to handle multiple tasks and diverse work problems daily. You must be able to handle stressful situations and interact with various types of customers, while also prioritizing your workload.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.