Associate Customer Contact & Ops Specialist

1 day left

Tallahassee, Florida
Not Specified
Oct 06, 2020
Nov 25, 2020

This position is responsible for front line, direct contact with clients and customers while providing overall excellent customer service and problem resolution in the VPS Contact Center. The Specialist duties may include processing file loads and/or data entry while maintaining data integrity for all incoming transactions such as enrollments, client contracts, cancellations, transfers, registration, payments and claims. Contact with clients and customers may include inbound/outbound communication via phone, email, fax, mail or chat. This position reports to the Customer Contact and Operations Support Supervisor of the center and receives varying levels of supervision depending on level within the Customer Contact and Operations Support Specialist Job Family (I-IV).

Basic Qualifications:

  • High school diploma or GED
  • 1 or more years of experience in a call center or customer contact environment

Other Requirements:

  • Excellent written and verbal skills to communicate with team members, management, customers, counselors and other employees of the organization
  • Strong customer service skills
  • Ability to work with frequent interruptions and under deadlines
  • Ability to work collaboratively with others to generate ideas or resolve problems
  • Ability to present a professional image
  • Ability to establish courses of action to ensure efficient completion of work
  • Ability to think creatively and make decisions based on incomplete information
  • Ability to process time sensitive data and information from multiple sources, including data from mainframe systems, makes decisions based on this data, and to effectively communicate the related required actions to a broad audience
  • Ability to quickly adapt to change, proactively recognize process improvement opportunities and be able to work independently as well as in a team setting
  • Proficiency of computer navigation and Microsoft Office 2003 or later versions & Microsoft Windows XP or later versions

Preferred Qualifications:

  • Previous experience as a team leader or trainer in an office, call center, or customer contact environment
  • 620, 440, or other applicable and relevant licenses or certifications
  • Hours for this role are 11 AM - 8 PM CST with a day off during the week and Saturday 8 AM - 5 PM CST


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