Customer Care Executive

Work Timing: 4 AM PST to 10:00 PM PST (Monday - Saturday) 8-hour Shift.

Note:

The first 2 weeks consist of a mandatory training period being held Monday through Friday from 9am EST to 5:30pm EST. Training is conducted via Zoom and requires daily on-screen participation in your personal workspace with a strong internet connection. Attendance is mandatory for graduation. Participants MUST always remain on camera for the entirety of training period each day. Professional attire is always expected with no background distractions or interruptions.

The Customer Service Agent/Representative (CSR) is a pivotal role within the Contact Center who receives, investigates and resolves customer inquiries originating primarily from phone, but also fax, email, chat and other communications channels. The CSR provides support on general inquiries from Veterans on the MDE process and Veteran facing portal and web pages. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications and other resources.

The CSR will enter applicable supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner. Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification.

• Answer inbound telephone calls as well as customer inquiries in other channels (email, chat, SMS) as needed in a courteous, timely, and professional manner following established guidelines and policies
• Make outbound calls as necessary based on business needs
• Resolve or escalate customer inquiries in a timely manner
• Encourage use of electronic communication with customers
• Accurately documents all customer interactions using Case Management or Customer Relationship Management (CRM) system
• Follow SOPs and policies
• Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys
• Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support
• Use FAQs and help look up and provide information to inquiries
• Utilize departmental knowledge bases and training material to answer customer inquiries
• Maintain up-to-date knowledge of policies and procedures as applicable
• Adhere to published schedule according to attendance guidelines
• May be required to work some weekends and holidays
• Perform other duties as assigned

• Education:
  
  Degree preferred;
  School diploma or GED required
• Experience:
  
  3 years customer service or contact center experience
• Be able to read and speak English clearly, professionally and fluently
• Listening and human relations skills
• Ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution
• Typing and writing abilities to respond appropriately to changing situations
• Ability to work as a team member