Customer Service Representative

Position Summary:

Responsible for managing customer/member issues through a ticketing system, meeting service level agreements (SLAs), using available resources to resolve issues, documenting interactions, answering inbound calls, and conducting outbound follow-ups.

Key Responsibilities:

• Manage member issues through a ticketing system.
• Resolve issues within established SLAs.
• Utilize online resources and internal tools to troubleshoot and resolve issues.
• Document all customer interactions and resolution steps accurately.
• Handle inbound calls and make outbound follow-up calls.
• Assist with password resets and website navigation, as needed.
• Process high volumes of calls and/or support tickets while maintaining quality and accuracy.

Required Qualifications:

• Minimum 1 year of virtual customer service or call center experience.
• Experience handling 100+ calls or tickets per day.
• Effective, empathetic verbal and written communication skills.
• Proficiency in Microsoft Outlook, Word, Excel, Teams, and OneDrive.
• Basic alphanumeric data entry skills with strong attention to accuracy and quality.
• Ability to work independently and collaboratively while meeting individual performance goals.
• Ability to read and interpret policies, procedures, and instructions.
• Strong organizational skills and ability to prioritize changing workloads and competing priorities.
• Foundational computer skills, including navigating multiple windows, copy/paste, and basic troubleshooting.
• Keyboarding speed of 45 WPM with 95% accuracy; a typing demonstration is required during the interview.
• Knowledge of Avaya One-X or comparable telephony software, such as Five9.

Preferred Qualifications:

• At least 1 year of help desk experience, particularly with password resets and website navigation.
• Experience using ticketing platforms such as ServiceNow or Remedy.
• IT help desk support experience.
• Ability to handle complex issues, identify key information, and determine appropriate resolutions.
• Ability to manage multiple assignments accurately and efficiently.
• Flexibility to follow directions, multitask, and adapt to change.
• Ability to learn and work effectively in a virtual/telework environment.
• Experience using online resources to resolve issues.

Education:

• High school diploma or GED required.