Product Operations team member at Outreach supporting execution of core business and strategic initiatives. Coordinating cross - functional projects to ensure alignment and operational excellence.
About the role
- Customer Care Consultant ensuring excellent service by addressing inquiries and resolving problems for group and national customers. Engaging with clients via phone, chat, and email, while maintaining performance metrics.
Responsibilities
- Ensure internal and external customers receive excellent service by answering questions, resolving problems, and processing requests via telephone, chat, and/or email
- Perform a variety of customer service duties to assist members in solving a variety of problems
- Empathize and effectively communicate to best understand the customers’ needs
- Adapt to a changing environment with effective time management skills
- Respond to calls, emails, and/or chats from members, law firms, or other internal/external customers
- Be an advocate for our customers and be an empathetic problem-solver in all customer interactions
- Escalate Member Resolution tickets in a timely manner
- Provide all information necessary preventing the member from having to follow-up regarding the same questions and/or concerns
- Maintain excellent attendance and adherence to minimum KPI targets
Requirements
- Highschool diploma or equivalent required
- 1 or more years of customer service experience preferred
- Prior contact center experience preferred
- Strong computer knowledge
- Types a minimum of 35 WPM
- Innate understanding of customer service, with a strong sense for delivering superior service to customers
- Has the ability to handle and retain large amounts of information as it relates to the customer, the customer’s benefits, and limitations
- Ability to work in a fast-paced environment, to manage high pressure situations, and to be flexible and adaptable when a situation requires it
- Demonstrates effective written and verbal communication
- Strong phone etiquette and active listening skills
- Ability to multi-task, prioritize and manage time effectively
- Positive professional attitude and team player
Benefits
- Commitment to Equal Opportunity
- Equal Opportunity Employer
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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