Client Results Associate

The Purpose of Your Role

Your role is foundational to Liveops success. You nurture a culture of engagement and create a community with our Independent Agents. They turn to you for support and you’re a key element to their business’ success. As the first line of interaction with our Agents, you provide an exceptional Agent experience while ensuring client success. You do this by managing processes to maximize Agent support, performance, and satisfaction while showing empathy and positivity. The ideal candidate is process oriented, adaptable & able to effectively multi-task using several systems simultaneously.

The Qualifications We’re Looking For

• High School Diploma, GED or equivalent experience.
• 1 years of contact center/BPO experience or comparable customer service-related work experience.
• Mastery of computer basics with an understanding of Microsoft products to include Outlook, Word, Excel, and PowerPoint.
• Ability to type 35 words per minute.
• Strong and stable internet connection is required. Internet speed of 100 Mbps download and 25 – 50 Mbps upload.
• Comfortable preparing, presenting and hosting sessions for both small and large audiences.
• Excellent oral and written communication skills.
• Ability to quickly learn and become a subject matter expert. Ability to work independently and as part of a team with a willingness to mentor and assist in onboarding new team members
• Assist independent business owners in developing their skills, achieving business goals and meeting program requirements.
• Proactive, adaptable, ability to implement guidance and can work with a sense of urgency while keeping a strong attention to detail.

The Competencies You Bring

Attention to detail * Adaptability * Customer Focused * Communication Skills * Quality Orientation

The Value You Deliver

• Demonstrates a high level of customer experience to support the Agent community
• Team player with the ability to collaborate with cross-functional teams
• Highly motivated self-starter with a can-do attitude
• Capable of utilizing provided resources to assist the Agent community
• Ability to recognize trends within the Agent community and quickly escalate concerns for effective resolution
• Partner with program and cross-functional teams to support the growth of the client business and the Agent community
• Deliver a consistent, excellent customer experience to the Agent community by personalizing interactions and showing empathy in every Agent engagement
• Provide real-time support to Agents by utilizing resources to quickly answer on-call questions
• Promote active Agent engagement through motivation and education and advancement by diagnosing, troubleshooting, and resolving Agent issues via both on-call and off-call communications while adhering to Liveops compliance standards
• Actively contribute to Agent retention by utilizing current and new support tools
• Professional participation in client-specific activities such as email/Slack communications, calibration calls, responding to support tickets, engaging with agents in the forums, etc.
• Monitor contacts to identify agent performance and contact trends
• Ability to read and execute instructions for a variety of applications and/or processes
• Point-of-contact to Agent community through the facilitation of sessions, office hours, reach out calls, and daily/weekly communications
• Assist the Brand Specialist with QA specific areas and communication as needed.

Essential Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.

• Ability to work in front of the computer for long periods of time.
• Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays.
• Ability to lead and/or participate in virtual meetings in a distraction-free environment with a willingness to participate on camera for both internal and external meetings, as needed.
• Ability to adapt to rapidly changing business requirements and priorities.
• Ability to work independently and meet deadlines.