Provide service and support to established and new customers in a contact center environment
Handle routine customer service inquiries and escalation calls
Act as a company ambassador through diagnosing service issues and delivering high quality service
Provide equipment service and general customer support
Accurately capture the voice of customers to drive first call resolution
Utilize effective communication skills with all internal/external stakeholders
Actively listen to customer inquiries and problem-solve
Escalate customer issues within established guidelines
Understand and improve performance metrics
Ensure new/revised processes are applied to customer interactions
Access multiple system applications simultaneously to effectively service customers
Participate in engagement and team building activities

AA or bachelor’s degree preferred
High School Diploma or equivalent required
2 + years customer service experience
Proven ability to communicate professionally and effectively both verbally and in writing
Demonstrated ability to provide outstanding customer service
Demonstrated ability to successfully work independently and in a team environment
Demonstrated ability to problem-solve and provide viable solutions based on customer needs and company objectives
One year experience working in various computer applications
Strong attention to detail and time management skills
Demonstrated ability to understand policies/guidelines and use them as intended
Call Center experience
Typing speed 40WPM or greater
Knowledge of Salesforce and Genesys systems

A full range of medical, financial, and/or other benefits, dependent on the position offered

Customer Engagement Advisor

Key skills