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Inbound customer service that may require follow-up actions including; sending forms, letters, emails and referrals with adherence to policies and procedures Makes decisions that impact accuracy of data, utilization of equipment, and/or quality of output which ultimately impact cost/revenue Applies knowledge to handle many problems independently, but seeks guidance in highly complex situations Draw on excellent communication skills and demonstrating the ability to anticipate the needs of the callers, build rapport with each customer, asking probing questions and understanding how to create a best-in-class client experience and resolving customer requests on the first contact. Balance time effectiveness and efficiency to ensure our department meets expected service levels Multitasking with multiple systems and tools to meet the established goals and objectives; customer experience, first contact resolution, call quality and call handling time.Becoming an internal stakeholder in the future of our organization through making suggestions and participating in the process to continually improve the way we provide customer service.
