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SalaryPOSITION PURPOSE:
Agents are responsible for providing excellent service and support to our financial clients with their retirement programs.
BENEFITS:
- Flexible Hours: 4-day workweek available
- Eligibility for health, vision, and dental coverage.
- Paid Time Off: Vacation and Sick pay
- Company Paid Holiday
SPECIFIC AREAS OF RESPONSIBILITY TO POSITION:
Position immediately available!
- Must be proficient in English: verbal, written, and speaking skills are required.
- Ascertain the reason for the call and assist the caller with their questions, concerns or problems with the focus on first call resolution. Facilitate resolution by referring the matter to the issue/content expert.
- Escalate the matter to a supervisor, request the appropriate information or take appropriate action so that the issue expert is able to effectively resolve the matter when needed.
- Exceptional Customer Service skills including effective and efficient problem solving and analyzing skills.
- Professional, friendly, positive, upbeat, and calming tone of voice with ability to defuse difficult callers.
- Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact.
- Ability to perform essential job functions with high degree of independence, flexibility, and creative problem-solving techniques.
- Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
- Availability to work Monday through Friday. Operational hours are from 8:00 am to 10:00 pm. Shifts from 12 hours long, from Monday to Thursday, reducing from 4 workdays to 4 days a week. 40-hour workweek (3 days off) available.
- Must be willing to adapt to a constantly changing environment through upskilling and learning new skills.
- Must be reliable, dependable, and on time.
- Advanced ability to multitask and navigate efficiently between multiple screens and programs.
- Type 35 words per minute with 80% accuracy
- Other duties as assigned.
Qualifications:
- EDUCATION: Minimum High School Diploma or equivalent. Some College preferred.
- EXPERIENCE: Preferred 1-2 years of experience in Customer Service.
- KNOWLEDGE AND TRAINING REQUIRED AT TIME OF HIRE: Demonstrates Proficiency in Communication & Written skills. Accuracy and spelling in typing.
- SECURITY MEASURERS AND CLEARANCE: Completion of a satisfactory background check.
- EMPLOYEE CLASSIFICATION: Non-Exempt
