Administrative Assistant

Description

An Account Support/Administrative Coordinator is part of the company’s centralized contact center operations team. The primary focus of this role is to handle and respond to inbound customer support communications over digital, non-voice channels (i.e. SMS, chat, email etc.). This role operates within a contact center environment.

Responsibilities

• Ability to work with customers by providing assistance & resolving inquiries
• Maintain accurate documentation on customer accounts by updating payment methods, running payments, and entering detailed notes.
• Handle inbound messaging from existing customers, and promptly assist them as required.
• Continuously review Alert messages (SMSs) coming into multiple branches:
• Actioning scheduling/re-scheduling requests
• Transcribing customer requests over to appointment notes for field staff
• Re-assign alert items as internal procedures require (i.e. to Regional Managers)
• Accurately maintain documentation on customer cards within the CRM platform:
• Consistent, well-written notes
• Task assignments
• Assist office manager with duties as assigned.
• Other customer support and administrative duties within the contact center's operational scope may be assigned as necessary, so willingness to be a team player is a must.

Requirements

First and foremost, your Core Values should align with ours

• Aim for Delight - We say yes to customers & each other. We love to service. WWCFAD
• Be Professional - Be an elite professional that customers & employees want to work with. Take pride in how you appear & act. Be on time, attentive & enthusiastic. WWCFAD
• Fight For Simplicity - Keep it simple & consistent. Focus on how things should be done every time.
• Own it - Own the entire process through the final outcome. Your customers & teammates rely on you to follow through on all the details.
• Show Grit - Overcome obstacles & persevere with passion.
• Grow! - Growth is our purpose. Growing as people & growing our business.

Requirements

• Highly effective written communication skills across SMS/Chat and email channels
• Proficiency in using/navigating multiple PC-based applications:
• CRM
• Spreadsheets (Google sheets)
• Gmail
• Must be able to multitask and navigate across multiple computer applications with speed and accuracy.
• Ability to operate using outstanding organization skills to ensure all customer communications are actioned.
• on a timely basis:
• Strong organizational skills and attention to detail
• Ability to work under pressure.
• Ability to work in a team environment.
• Strong verbal and written communication skills with an openness to constructive feedback
• Consistent active listening skills
• Excellent time management with the ability to be self-directed.
• Patience, empathy, and ability to maintain professionalism in high pressure situations.
• Positive attitude and ability to adapt to change.

Education & Experience

• High school diploma or equivalent, an Associate's degree is preferred.
• 2+ years' work experience in an Account Support or Office Admin environment
• Call center or experience working in a fast-paced, customer-centric environment.
• Excellent computer skills

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Relocate:

• High Point, NC 27265: Relocate before starting work (Required)

Work Location: In person