Customer Care Specialist Agent-ND

Summary of Position

The Customer Support Specialist (CSS) is a critical role in the support of the operations department. Their goal is to provide positive customer experiences by enhancing relationships between the business and the consumer.  A Customer Support Specialist is a professional who is responsible for handling questions, comments, and complaints regarding a particular service or process. The CSS will resolve and answer customer problems and concerns directly, indirectly or through escalation. This role will also focus on compliance and will contribute to process improvement initiatives. This individual requires a solid understanding of integrity and demonstrate ethical behavior. The individual has access to potentially sensitive, corporate systems and company & customer information.

Essential Functions:

• Tracking customer experiences across online and offline via all communication services.
• Collaborating with other departments to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via all communication services.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.
• Based upon seasonality or business need, may need to perform loan processing functions.
• Must maintain a minimum of 90% in attendance record during employment.
• Other duties as assigned.

  Physical Demands

  While performing the duties of the job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.  Must have ability to work post-office hours and weekends, as dictated by business needs.  Must be able to tolerate moderate daily ambient noise levels.  Must have transportation to meet shift requirements. Must be able to sit for long periods of time in front of computer monitor (s) daily and be able to focus while listening to audio recordings, talking, and typing data entry in screens daily. Occasionally lift to 5 lbs. Noise Level; moderate noise level daily in an office atmosphere.

  Work Environment

  The office is located at the MHA Systems office in Bismarck, ND.  Normal working hours are 8:00 a.m. to 4:30 p.m. Must be flexible enough to work varying shifts as well as possible weekends when necessary or required.

  This position description is a general description of the essential job functions.  It is not intended to describe all duties someone in this position may perform.  All employees of MHA Systems are expected to perform tasks as assigned by management, regardless of job title or routine job duties.

Education Requirements

• Requires: High school degree/GED.
• Preferred: Some College

Qualifications:

• As the first level of customer support, address customer concerns and questions, and triage and escalate to higher levels as necessary.
• Minimum of one year of professional experience, preferably in a call center, Customer Service, and other customer facing positions.
• Proficiency with MS Office suite including effective use of Outlook, Word, and Excel.
• Must be able to listen to audible notifications with a high level of accuracy.
• Must be able to work as part of a team and support team goals, objectives, and performance metrics.

• Superb listening skills with ability to overcome customer's initial concerns and objections.
• Handle each call with empathy, compassion, and professionalism to ensure best customer experience possible.
• Working with customers via phone in an office/call-center environment and sales focused.
• Excellent grasp of technology to handle multiple platforms at a high volume, fast paced, and while ensuring detailed and thorough notes are provided for each call.
• Problem solving is a must as you quickly identify the root cause of customer issues, pinpoint strategies to eliminate those issues, and work with customer to negotiate mutually beneficial terms.
• Follows through to ensure cases are resolved and closed appropriately within the scope of compliance.
• Knowledgeable in processes and procedures to assist customers while deescalating the situation.
• Prioritizes and oversees activities of other agents ensuring quality standards are upheld.
• Assists in the identification, assessment, and resolution of complex issues/problems.
• As appropriate, may directly work with the compliance department on resolving customer issues.
• Implements procedures to ensure consistency and continuous improvement activities.
• Microsoft Word, Excel, PowerPoint Outlook Exchange, Internet, Phone software, Loan Management software, ex; Decision Logic, Infinity, and others.
• At least 2 years' experience as a customer experience specialist, or a similar customer support role.
• 2 years' call center experience.
• 6-9 months of employment with MHA Systems, Inc.
• Other duties as assigned.

Knowledge and Skills:

• Ability to work in a fast paced and high-pressure environment while retaining your professional composure.
• Ability to handle multiple tasks simultaneously. 
• Excellent customer service skills with a positive, can-do attitude.
• Strong attention to details and ability to work with a very high level of accuracy

• Excellent organizational and time management skills
• Strong, effective problem-solving skills and analytical ability
• Effective and professional writing and verbal communication skills
• Ability to follow defined processes, procedures and workflow and follow directions
• Ability to use good judgement in prioritization, multi-tasking, and escalation
• Minimum of one year of professional experience, preferably in a call center, Customer Service, and other customer facing positions.

Attributes

• Oral Expression - The ability to communicate information and ideas verbally with others, and discerning between target audience
• Oral Comprehension - The ability to listen to, and understand information conveyed verbally
• Written Comprehension - The ability to read and understand information and ideas presented in writing, as well as being discerning of target audience when responding in writing
• Writing Expression - The ability to communicate information and ideas in writing so others will understand
• Speech Clarity - The ability to speak clearly so others can understand you
• Meticulous Ability to be effective when addressing all parts of a task, with the most accuracy
• Initiative - Ability to be work on projects by self; be inquisitive about the infrastructure, processes, deployed technology; be vigilant about business inefficiencies and risks, and discern appropriate action to rectify those
• Speech Recognition - The ability to identify and understand the speech of another person.