Call Center Representative

Position Overview
The Contact Center Representative role is responsible for providing exceptional customer experience and solutions to active and inactive members, retirees, and beneficiaries. The successful candidate is highly motivated and will go the ‘extra mile’ to provide high-quality service.

Key Responsibilities

· Answer all service center calls and respond to members' questions while providing exceptional service across all communication channels (telephone, email, chat).

· Comprehend and review details of existing/historical data regarding inquiry in system to provide members with necessary information.

· Respond and resolve all member inquiries and requests on first contact to avoid follow-up and other assistance.

· Research and examine all relevant information to assess validity of concern, determine possible causes and resolutions.

· Manage difficult and/or emotional customer situations, respond promptly to customer needs, and solicit customer feedback to improve service.

· Work as an active member of the team to minimize customer hold time and reduce callbacks and escalations.

· Utilize good judgment and possess the ability to handle highly confidential material and information.

· Perform other duties as required.

Qualifications

· Bachelors or Associates degree preferred.

· Demonstrated customer service background in member benefit, sales, fast-paced retail, or another business-related environment.

· Exceptional communication, interpersonal, and organizational skills; and the temperament to interact with a variety of personalities in a tactful, pleasant, and professional manner.

· Outstanding attention to detail, and the ability to prioritize and perform multiple tasks.

· Excellent interpersonal, communication (verbal and written) and organizational skills (including Microsoft Office Suite proficiency and Automatic Call Distribution System (ACD)).

Pay: Up to $20.00 per hour

Work Location: Hybrid remote in Manhattan, NY 10008