Job Duties:
Perform consistently in core areas of this job function:
- Managing your day
- Meet average call and availability expectations.
- Minimize missed or late answered calls.
- Adhere to work and lunch schedules to demonstrate commitment to serving our customers and team.
- Adapt to change and flexibility for coverage needs.
- Support Department Service Level Goals
- Maintain a sense of urgency in monitoring the calls in queue
- Focus on quality and accuracy to support the best possible customer experience
- Quality and Accuracy
- Accurately identify customer requirements, expectations, and needs.
- Meet the needs of customers and utilize soft skills to maximize call satisfaction.
- Exceed customer’s expectations on every call and interaction.
- Above and Beyond Service - Serve the customer better than anyone else.
- Seize opportunities to enhance the experience for callers, visitors and internal customers
- Creative and Strategic thought and follow through
- Be accountable for complying with policies, procedures, and work requirements.
- Adhere to the guidelines outlined in the Employee Guidelines document and Market Development Handbook.
- Adhere to work and lunch schedules to demonstrate commitment to serving our customers and team.
- Play an active role in developing professionally.
- Proactively acquire new knowledge and skills through OneSource or ProSite exploration, department shadowing, and independent research.
- Efficiently utilize department approved knowledgebase resources and applications.
- Attend and participate in department trainings.
- Develop mastery core values.
- Attitude -Think and speak in positive words
- Treat others with respect while speaking in positive words.
- Be receptive to coaching and constructive feedback and deploy the Customer Service Golden Rule.
- Customer Service Golden Rule: pass positives up, down and around and pass negatives up. Share frustrations with someone that can make a difference or decision with the information.
- Commitment – Dedicate yourself and work hard
- Integrity – Do what you say you are going to do
- Selflessness – Team over self
- Provide support to your team, department, and internal customers emulating the ‘team-first, self-second’ mentality.
Job Requirements:
- High School Degree or equivalent required
- Minimum 1 year front desk/customer service experience desired
- Strong computer foundation with ability to multi-task between numerous applications.
Skills and Abilities:
- Previous experience where attention to detail is necessary for job success.
- Professionalism in appearance, demeanor, and communication.
- Excellent communication skills and ability to resolve conflict.
- Proven record of exceeding customer’s expectations in a fast-paced environment
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