Customer Connections Representative
Experience a culture that is team oriented and transparent, where you work with a shared purpose of helping others by fulfilling the company mission. Under the direction of the customer connections supervisor, the successful candidate will show the ability of engaging customers and building sustainable relationships by effectively assessing inquiries, issues and complaints while keeping the customer relationship at the core of every decision and behavior. Responsible for managing large numbers of telephone, e-mail and fax inquiries by identifying needs, clarifying information, researching every issue and providing solutions and/or alternatives.
ESSENTIAL FUNCTIONS
50% Provides a high level of personalized service to achieve and exceed standards including building and maintaining sustainable relationships with our customers, which includes:
• being available and engaged during assigned work hours to ensure the highest level of customer satisfaction;
• meeting and exceeding established qualitative standards;
• identifying customers’ needs, clarifying information, researching every issue and provide solutions, status and/or alternatives;
• working with difficult customers to resolve issues; and
• maintaining a high level of engagement, positive attitude and professional appearance at all times.
40% Manages large volumes of telephone, e-mail and fax inquiries and requests from customers, which includes:
• meeting and exceeding established individual and department quantitative standards;
• providing comprehensive records on all interactions as information is received;
• taking advantage of up-selling opportunities whenever they arise;
• understanding policy coverage; and
• having a strong knowledge of company products, processes and procedures.
10% Performs other responsibilities as assigned, which includes:
• assisting as needed within the customer connections department;
• assisting with process improvement planning and implementation;
• assisting with and participating in team functions and events for the customer connections department;
• assisting in special projects and other related duties as requested; and
• serving as a member of various committees and implementation teams.
The list of essential functions is not exhaustive and may be substituted as necessary.
EXPERIENCE AND SKILL REQUIREMENTS
Four to six years of customer support experience.
Strong verbal and written communication skills.
Strong listening skills.
Familiarity with ACD telephone systems and practices preferred.
Customer focus and adaptability to different personality types.
Ability to set and manipulate priorities and manage time effectively.
Word processing and spreadsheet software proficiency required.
Talent required in values, work intensity, achiever, positivity, resourcefulness, command, persuasion, relationship-extension, and exactness.
EDUCATION AND CERTIFICATION REQUIREMENTS
Associate degree in business or related field or equivalent
PHYSICAL AND WORK SCHEDULE REQUIREMENTS
May require work in excess of 40 hours a week in order to complete functions of position.
Ability to maintain acceptable attendance according to the company attendance policy and following daily work schedule for appropriate coverage.
Ability to work at a computer up to eight hours a day.