Job Type

Full-time

Description

The Customer Service Agent facilitates intake calls and requests ranging from on-demand to scheduled language services for our flagship customers. This role is responsible for creating a best-in-class customer experience by consistently delivering clear, efficient and valuable support to callers.

Responsibilities:

• Facilitate intake calls, providing customer service and support to callers
• Achieve satisfactory call quality, both behavioral and technical, as measured through call quality reviews
• Provide exceptional client service experiences
• Log and track both calls and requests while servicing clients by typing notes into our proprietary system
• Address opportunities to maintain and improve business relationships with clients
• Other duties as assigned

Requirements

Required Minimum Education and Experience:

• High School Diploma or equivalent
• Strong customer service skills and a positive attitude
• Experience with call center software and scheduling tools
• Comfortable in a dynamic, fast-paced, and multi-line call center environment
• Demonstrated proficiency with Microsoft Office Word and PowerPoint and superior knowledge of Excel
• Experience with Google Docs and Apple/Mac Operating System preferred
• Availability to work for 11pm to 8 am EST

Additional Preferred Requirements:

• Ability to work independently in a decentralized environment, without the reliance on direct authority
• Highest level of personal and professional integrity and ethics
• Proven ability to interpret strategic and operational business requirements, providing expert advice and financial counsel
• Broad understanding of current and emerging technology practices
• High level of initiative, accountability, and follow-through
• Value strong teamwork and collaboration skills
• Demonstrated problem solving and decision-making skills;
• Ability to manage multiple initiatives and projects and prioritize needs
• Ability to work in a private, dedicated workspace in order to comply with HIPAA regulations
• Strong sense of service and passion for the company and business
• Authorized to legally work for any employer in the United States
• Willingness to submit to any requested background checks
• Fluent in English
• Must have reliable high-speed internet with sufficient bandwidth.