Senior Representative

About the role

The Senior Customer Care Representative will provide high quality, professional, and "best in class" customer service to current and prospective consumers through phone, mail, and e-mail. This role is responsible for facilitating, analyzing and resolving customer issues, providing product support, and investigating questions to resolve concerns in an accurate and timely manner to ensure customer retention and loyalty. The position will handle complex compliance issues while supporting a client that may be regulated by federal and/or state government agencies. This person will resolve all member issues in a timely and accurate fashion, enter member activity into internal and client systems, and serve as a subject matter expert to assist with escalated inquiries, team training, and provide various types of management support during hours of operation.

Key responsibilities

• Handle customers by identifying their need and resolving their issue as requested by the client while maintaining exceptional quality during interactions
• Assist with monitoring, data accuracy and quality control of team's consumer interactions
• Handle escalated interactions from consumers as needed
• Monitor queue activity and act as a resource
• Demonstrate product knowledge and resolve issues with a sense of urgency to provide excellent customer satisfaction
• Follow up on contacts to ensure customer satisfaction
• Assist in senior team training and for new employees
• Identify process improvement opportunities and recommend solutions
• Consult with the client and consumers over the phone or via email and process information, requests, or comments in an efficient manner
• Ensure accuracy and consumer satisfaction

About you

• At least two years' college required or completion of a vocational course preferably in customer care
• At least two years of call center or one year subject matter expert experience required
• Working knowledge of computer technology including beginner to intermediate Word, Excel, PowerPoint, and Microsoft Outlook
• English proficiency required
• Very customer focused with a high level of enthusiasm and a positive attitude
• Excellent listening skills and problem solving ability
• Ability to work on a PC, accessing multiple software applications in a Windows environment
• Excellent time management skill and keen attention to detail
• Strong written and verbal communication skills
• Ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources