Service Specialist (Contact Center Representative)

POSITION SUMMARY

The Service Specialist I serves the Service Center by answering incoming calls from prospects and members to take and fulfill orders, answer inquiries and questions. This entry level position performs basic troubleshooting, handling of general transactions, and answering general questions the member may have regarding hours, location, their accounts, products we offer, etc.

POSITION RESPONSIBILITIES

General Responsibilities

• Answer member calls along with responding to requests received.
• Provide prospects and members with product and service information.
• Promote products and services to members.
• Update existing member information on applicable programs and systems.
• Identify and escalate priority issues.
• Route calls to appropriate resources for resolution.
• Document all call information according to standard operating procedures.
• Meet individual and team target goals.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required.
• English language proficiency required.
• Phone Center experience preferred.
• Financial experience preferred.

KEY COMPETENCIES

• Knowledge of customer service principles and practices.
• Some experience in a call center or customer service environment.
• Possess a high degree of accuracy and attention to detail in work product.
• Excellent data entry and typing skills.
• Ability to operate standard office equipment, such as personal computer, printer, fax, copier and scanner.
• English language is proficient.
• Able to read, comprehend and analyze general business material, technical procedures, and government regulations.
• Excellent communication skills; proficient business writing, good presentation and verbal ability to effectively respond to members and coworkers.
• Able to solve practical problems and interpret instructions furnished in a variety of formats.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate
• Physical Requirements: Ability to sit or stand at a desk the majority of the day; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard, and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch.

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.

EQUAL OPPORTUNITY EMPLOYER

The Company does not discriminate, in accordance with applicable local, state and federal law, against any qualified employee or applicant for reasons of race, color, creed, religion, age, marital status, veteran's status, nation origin, ancestry, citizenship, physical or mental disability, sex, sexual orientation, arrest record, conviction record, membership in the national guard, state defense force or any other reserve component of the military forces of the United States or this State, use or nonuse of lawful products off the Company's premises during nonworking hours or other protected status as legally required, where the Company does business.