Call Center Agent in Florida Department of Revenue assisting taxpayers with inquiries on tax bills and delinquencies. Requires bilingual ability in English and Spanish, and prior customer service experience.
About the role
- Contact Center Support Generalist overseeing North American support operations at ASUS. Providing operational support and managing contact center activities to enhance customer satisfaction.
Responsibilities
- Oversee ASUS’s North American support operations
- Provide operational support to internal teams and outsourced support partners
- Manage activities related to customer operations, including policies, training, and procedures
- Establish and support performance and service standards
- Produce reports by analyzing and summarizing data from cross-functional departments
- Create and enhance supporting documentation including SOPs and process maps
- Coordinate and collect NPI information for product launches
- Evaluate and monitor top contact drivers for NPIs
- Support and maintain contact center related invoice procedures
- Maintain reliable attendance and punctuality
Requirements
- BA/BS in Business Administration OR equivalent work experience in related field
- Minimum 1 year of experience in contact center operations
- Minimum 1 year of experience in account management or project management
- Proactive, self-directed, and able to work effectively both independently and in team settings
- Experience collaborating with cross-functional teams in a dynamic environment
- Proficiency in Microsoft Office Suite, including Excel and Visio
- Strong organizational skills with a high sense of ownership and accountability
- Strong analytical skills with the ability to translate insights into actionable recommendations
- Excellent written and verbal communication skills in English
- Flexibility in scheduling to meet the needs of contact centers and internal teams
- Written and verbal communication skills in Mandarin (preferred)
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- AD&D insurance
- Paid Time Off
- Employee Assistance Program (EAP)
- 401(k)
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