Customer Service Representative

Key Responsibilities

• Assist clients and field representatives with website and mobile app inquiries, including login, registration, password, navigation, and content questions.
• Deliver a distinctive and efficient client experience while maintaining high service standards.
• Take ownership of calls, resolve issues effectively, and proactively address potential future concerns to minimize repeat calls.
• Serve as a trusted advocate for field representatives and collaborate to meet client needs.
• Educate clients and representatives on website features and self-service capabilities.
• Build professional relationships to enhance client loyalty and satisfaction.
• De-escalate service concerns with professionalism and empathy.
• Meet efficiency and quality standards while handling confidential information appropriately.
• Manage phone interactions and follow-up casework with accuracy and attention to detail.
• Work independently and as part of a team to identify process improvements and implement solutions.
• Research and evaluate possible solutions using available resources.
• Adhere to strict confidentiality and privacy standards.
• Embrace change and contribute to a culture of continuous improvement.
• Demonstrate flexibility in shifting priorities to meet business and client needs.
• Perform keyboarding and computer tasks accurately and efficiently.

You’ll join a team of 25 service professionals dedicated to supporting clients and field representatives through call center operations. The team focuses on resolving issues related to the consumer website and mobile app, ensuring a seamless and positive experience for all users.