Job description
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
POSITION SUMMARY: We are looking for a Tier I Customer Care Call Center Representative to provide outstanding service to our customers by initiating benefits, answering questions, and handling complaints for Debt Cancellation programs.
The Tier I Customer Care Call Center Representative may handle a moderate to high volume of inbound calls and should seek to create a positive experience for each caller.
They will listen to customers to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response which would include initiating benefits, cancelling the protection, and/or answering questions related to a benefit.
To be a successful, you should be customer-focused, detail oriented, and efficient.
ESSENTIAL DUTIES:
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Must be located in Tahlequah or willing to travel to the site location of 112 Main Parkway, Tahlequah, OK 74464.
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Training will be completed on site and after 90 days, based off performance you will be able to move into a Work from Home role.
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Manage inbound calls in a timely manner
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Provide excellent customer service and a top-notch experience
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Follow communication “scripts” based on client parameters
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Initiate benefits (claims) and process benefit related transactions
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Initiate cancellation requests and calculate reimbursement for program fees at the appropriately demonstrated assigned authority level
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Review and analyze what documentation is needed to process the benefit or cancellation
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Ability to identify and respond efficiently and accurately to customers and providing solutions and/or alternatives
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Engage in active listening with the customer, confirming or clarifying information and diffusing situations as needed
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Document details of customer’s inquiries and/or complaints and the actions taken to resolve their issues in a comprehensible way
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Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service
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Complete and route escalated calls appropriately
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Adhere to all applicable policies, procedures, and standards
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Experience working in a team-oriented, collaborative environment
REQUIRED SKILLS AND EXPERIENCE:
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Customer service experience
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Strong communication and listening skills
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Ability to multi-task and manage time effectively
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Writes clearly, concisely and effectively
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Punctuality
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Proficient in Microsoft Office Suites
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Committed to providing superior customer service
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Ability to work independently
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#cb
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
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