Inbound Customer Service Agent
$34,840,000–$34,840,000 year
On-siteSydney, Nova Scotia, Canada
Job Summary
Handle inbound and outbound customer interactions in a courteous and professional manner, delivering first-call resolution through problem solving and effective call handling. Research systems and coordinate with other departments to resolve issues when needed, while accurately documenting and processing customer claims in company systems. Follow required scripts, policies, and procedures to ensure customer satisfaction, utilizing training and knowledge base resources to answer questions accurately. Escalate unresolved or complex issues to appropriate teams as necessary, protecting customer confidentiality and handling sensitive information responsibly. Stay current by attending training sessions and reviewing updates to program knowledge, systems, and processes. Consistently meet attendance and work schedule requirements.
Required Qualifications
- Must be 18+ years old
- High school diploma or equivalent
- Excellent written and verbal communication skills
- Ability to type 20+ words per minute accurately
- Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Familiarity with the Windows operating system
- Reliable and punctual with strong organizational skills
- Strong ability to troubleshoot, resolve conflicts, and problem solve
- Customer service oriented: empathetic, patient, responsive, and conscientious
- Ability to multi-task, self-manage, and stay focused in a fast-paced environment
- Strong team orientation with excellent interpersonal skills
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- 1+ year of experience in customer service, tech support, inside sales, back-office, chat, or administrative support in a contact center environment
- Prior state or federal work experience
Additional Requirements
- Must be authorized to work in the country where the job is based
- Subject to the program and location of the position
- Must be willing to submit to drug screening; does not apply in Canada
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