About this role
Role Overview
- Provides customers with specialized information communicated in a warm, empathetic manner.
- Assesses calls to determine whether service can be provided immediately, requires transfer, or needs follow-up to resolve the client's issue.
- Identifies customer needs by reviewing case notes and treating each case individually.
- Handles escalated transactions when frontline staff have exhausted all options or when the customer requests to speak with a manager or the corporate office.
- Gathers all necessary information to update the database.
- Explains company policies to customers as required.
- Supports and mentors less experienced team members.
- Performs other duties as assigned.
- Complies with all company policies and standards.
Requirements
- Warm and patient demeanor, demonstrating empathy and understanding toward end users.
- Understanding of how teams integrate and collaborate to achieve company goals.
- Strong problem-solving skills, enabling evaluation of issues and development of effective solutions for clients and end users.
- Acts as a technical expert in a specific area.
- Guides end-to-end resolution of customer issues in a seamless and efficient manner.
- May provide subject-matter guidance to junior team members.
- Proficient in a range of operational processes through prior work experience and training.