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Customer Care Experts

Company: Staffmark
Location: Nashville
Posted on: January 15, 2021

Job Description:

Staffmark has multiple direct hire Customer Care Expert (Customer Care Representative ) positions available with an insurance company in South Nashville! The Customer Care Expert is responsible for handling customer service requests, primarily inbound telephone call, in a prompt, courteous, and efficient manner. They will ensure that the needs of the customer are met, service is rendered, and the customer is kept appraised of the status of their request. They will engage with the customer to understand their technology and upsell protection/tech support solutions based on their needs.JOB DETAILS:Title: Customer Care ExpertType: Direct hire ; Full-timePay: $14.80/hour plus monthly bonusesLocation: South Nashville / Nashville, TN Shift: Flexible to work all shift as required (evening, weekends, and holidays)ESSENTIAL FUNCTIONS--- Handle and process claims, able to troubleshoot customer service calls (Mobility and/or Retail)--- Learn details of Smart Home Support and other product offerings to confidently and accurately upsell to customers--- Communicate company policies and procedures to customers--- Meet key performance indicator metrics for call performance measurements and sales goals; receive feedback/coaching from the management team including Trainers, Quality Analysts, etc.--- Utilize call center technology to input, track, and report customer issues--- Navigate company software programs, use web-based search engines and troubleshoot customer issues--- Escalate calls outside their scope to appropriate tier of Customer service support function --- Perform select overrides (manual enrollment date holds, airtime, loss date, purchase date removal based on updated responsibilities) --- Follows directives from Call Center Management (Coaches, Managers, etc.)--- To ensure we have adequate staff to meet our contractual service level requirements, regular and reliable attendance at the place of work is requiredOTHER FUNCTIONS--- Maintains excellent relations with all internal and external customers of Asurion.--- Interacts and assists with other CSRs on the team and various support functions, including Quality Analyst, Customer Satisfaction, Tech. Support--- Other duties as assignedMINIMUM REQUIREMENTSThe following are required to enable job holders to perform the essential functions of the job.Skills/knowledge: * Must have the ability to handle multiple priorities, work in a fast environment, and manage time effectively. * Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation). * Must be able to understand, identify, and upsell new products and solutions based on customer needs. Be computer literate with an ability to type 25-35 words per minute and learn new call center software. * Must be able to pass a certification test, covering soft skill scenario modeling, business decisions, and product knowledge. Must be self-disciplined and work without close supervision.Experience/education: * High school diploma or equivalent. * Preferred 1 year experience in a customer service position (preferred call center experience).Physical demands: * The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. * While performing the duties of this job, the employee may spend 4-8 per day sitting and working at a computer. * The ability to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position. * Typing or otherwise working, primarily with fingers rather than with the whole hand as in handling. * Ability to receive detailed information through oral communication utilizing a headset. * The employee is regularly required to talk 90+% of the time via a headset.Work environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Regularly requires working indoors in environmentally controlled conditions. * Regularly requires working with other in a close proximity and sharing work spaces. * Requires the understanding that the noise level in the Call Center is that of an office environment and will rise significantly during peak hours.* Work at home location- Required that employees in a distraction free workplace and is ergonomically set to meet company's standards* Minimum internet speed 10mbps download and 5 mbps uploadAdditional requirements:Training - Routine training classes are required and/or offered during the employee lifecycle. Training may consist of classroom and/or Computer based training (CBT)Schedules - Flexible to work all shifts as required (evenings, weekends, and holidays)***Multiple positions still available***About StaffmarkStaffmark is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact us. Staffmark is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.All employees are directed to familiarize themselves with this policy and to act in accordance with it. All decisions with respect to employment matters and other phases of employer-temporary employee relationships will be in keeping with this policy and in accordance with all applicable laws and regulations. SDL2017

Keywords: Staffmark, Nashville , Customer Care Experts, Other , Nashville, Tennessee

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