Address
Form of workCUSTOMER SERVICE REPRESENTATIVE TECH SUPPORT I
WHY WORK FOR SAVILINX?
At SaviLinx, we help people! People just like you. It is not just our job; it is our mission! As a Customer Service Agent II, you will greet and support our customers over the phone, via emal and text. If you are detailed-oriented, enjoy working in a fast-paced environment and enjoy helping others we would love to speak with you!
Founded in 2013, we have an amazing story! SaviLinx is a Women Owned and HUBZone certified business that has been listed on the Inc. 5000 list of fastest-growing companies in 2017, 2018, 2019, and 2020!
SaviLinx creates caring connections with an innovative mindset to elevate the human connection. Real people. Real partners. This applies to all team members and the following are our guiding principles in all of our daily work.
OVERVIEW:
The Customer Service Representative Tech Support I provides superior Customer Service in a contact/call center/help desk environment in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and Customer Service skills. This is a high-energy role in a fast-paced, highly structured environment with very limited downtime. Consistent feedback and coaching is provided regularly on strengths and opportunities for improvement!
This position is responsible for supporting multiple clients with customer inquiries and Support In a complex and content-rich, regulated environment. You must retain a significant amount of information. Accuracy and speed are a must.
OUR GUIDING PRINCIPLES:
ESSENTIAL FUNCTIONS:
Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
Exemplifies the SaviLinx Guiding Principles in all aspects of work.
Resolves customer inquiries and concerns in accordance with the client and company policies and with the highest degree of courtesy and professionalism.
Communicates with end-users using web-based tools regarding navigation of applications in a leveraged environment supporting one or more queues/skill sets over various accounts.
Provides customer support through telephone calls, email, text, and chat technologies. Accurately documents all correspondence with end-users.
Follows strict work instructions and procedures that may vary by account. Ability to adapt to continual changes to work instructions and procedures is necessary.
Meets expectations for all balance scorecard metrics with demonstrated improvement over time. Follows proper escalation procedures for unsolved customer requests.
Maintains productivity in accordance with support program and company standards.
Participates in quality assurance monitoring and evaluation as it pertains to their role and will receive feedback on a regular basis.
Attends and participates in team meetings and required training sessions.
Provides mentoring, training, and development to other Customer Service Representatives as needed.
Follows all safety, ethics, human resources and security policies and procedures.
Demonstrates excellence in punctuality and attendance.
Adheres to all COVID safety measures while in the facility.
Regular and consistent attendance is an essential function of the job.
SUPERVISORY RESPONSIBILITY:
No supervisory responsibility.
EXPECTED WORKDAYS/ HOURS:
This position works a 6am-2:30pm shift M/T/W/Th/Sat to start, but will need flexibility.
QUALIFICATIONS:
High school diploma or equivalent required.
Time management skills and the ability to work independently are essential for this role.
Must have experience with maneuvering electronic data between various environments.
Analytical thinking, communication and writing skills, and computer competencies.
Prior experience with PHI or HIPAA preferred.
Bilingual/Biliterate in either English/Spanish or English/Portuguese preferred.
Preferred 1-3 years of Customer Service experience.
College degree preferred.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.Duties, responsibilities, and activities may change at any time with or without notice.
EQUAL EMPLOYMENT OPPORTUNITY
SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER
WHY WORK FOR SAVILINX?
At SaviLinx, we help people! People just like you. It is not just our job; it is our mission! As a Customer Service Agent II, you will greet and support our customers over the phone, via emal and text. If you are detailed-oriented, enjoy working in a fast-paced environment and enjoy helping others we would love to speak with you!
Founded in 2013, we have an amazing story! SaviLinx is a Women Owned and HUBZone certified business that has been listed on the Inc. 5000 list of fastest-growing companies in 2017, 2018, 2019, and 2020!
SaviLinx creates caring connections with an innovative mindset to elevate the human connection. Real people. Real partners. This applies to all team members and the following are our guiding principles in all of our daily work.
OVERVIEW:
The Customer Service Representative Tech Support I provides superior Customer Service in a contact/call center/help desk environment in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and Customer Service skills. This is a high-energy role in a fast-paced, highly structured environment with very limited downtime. Consistent feedback and coaching is provided regularly on strengths and opportunities for improvement!
This position is responsible for supporting multiple clients with customer inquiries and Support In a complex and content-rich, regulated environment. You must retain a significant amount of information. Accuracy and speed are a must.
OUR GUIDING PRINCIPLES:
- Make every interaction Count
- Act with Respect and Integrity
- Demonstrate Passion for Continuous Improvement
- Be Worthy of Trust from all Stakeholders
ESSENTIAL FUNCTIONS:
Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
Exemplifies the SaviLinx Guiding Principles in all aspects of work.
Resolves customer inquiries and concerns in accordance with the client and company policies and with the highest degree of courtesy and professionalism.
Communicates with end-users using web-based tools regarding navigation of applications in a leveraged environment supporting one or more queues/skill sets over various accounts.
Provides customer support through telephone calls, email, text, and chat technologies. Accurately documents all correspondence with end-users.
Follows strict work instructions and procedures that may vary by account. Ability to adapt to continual changes to work instructions and procedures is necessary.
Meets expectations for all balance scorecard metrics with demonstrated improvement over time. Follows proper escalation procedures for unsolved customer requests.
Maintains productivity in accordance with support program and company standards.
Participates in quality assurance monitoring and evaluation as it pertains to their role and will receive feedback on a regular basis.
Attends and participates in team meetings and required training sessions.
Provides mentoring, training, and development to other Customer Service Representatives as needed.
Follows all safety, ethics, human resources and security policies and procedures.
Demonstrates excellence in punctuality and attendance.
Adheres to all COVID safety measures while in the facility.
Regular and consistent attendance is an essential function of the job.
SUPERVISORY RESPONSIBILITY:
No supervisory responsibility.
EXPECTED WORKDAYS/ HOURS:
This position works a 6am-2:30pm shift M/T/W/Th/Sat to start, but will need flexibility.
QUALIFICATIONS:
High school diploma or equivalent required.
Time management skills and the ability to work independently are essential for this role.
Must have experience with maneuvering electronic data between various environments.
Analytical thinking, communication and writing skills, and computer competencies.
Prior experience with PHI or HIPAA preferred.
Bilingual/Biliterate in either English/Spanish or English/Portuguese preferred.
Preferred 1-3 years of Customer Service experience.
College degree preferred.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.Duties, responsibilities, and activities may change at any time with or without notice.
EQUAL EMPLOYMENT OPPORTUNITY
SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER
