• Handles a high volume of incoming calls.
• Gathers customer information, assesses and fulfills customer needs.
• Educates customers regarding products and services.
• Utilizes and navigates multiple systems simultaneously.
• Resolves customer issues via one call resolution guidelines and/or escalated process.
• Meets or exceeds company and client performance metrics.
• Maintains a balance between company policy and client benefit in decision making.
• Evaluates and identifies opportunities to drive process improvements that positively impact our client and its customers.
• Dispositions calls, complies and generates report as required.
• Accepts and embraces changes within the current business environment.
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