Participant Service Representative I
On-siteDallas, Texas, United States
Dallas, Texas, United StatesOn-siteFull Time
Full Time
Job Summary
Respond to inbound and outbound calls to service customer inquiries, resolve transactions, and escalate issues per established processes. Clarify information, research solutions, and complete account updates while adhering to company policies and KPIs. Document all interactions accurately and transfer misdirected callers using correct procedures. Complete assigned training, maintain compliance with call center standards, and support department goals through teamwork and best-in-class service.
Required Qualifications
- High School Diploma
- Associate degree preferred
- 2 – 3 years' customer facing customer services experience
- Efficiency with Microsoft Suites, including: Word, Outlook, Excel, and PowerPoint
- Proficient ability to type at greater than 50 words per minute
- utilize computer resources including online applications, portals, and Company software
- perform tasks via telecommunication tools
- pleasant and comprehendible tone and enunciation
- Previous experience with Salesforce
- Nice-in Contact
Desired Qualifications
- Associate degree preferred
- 1 – 2 years' call center experience
- Leads all facets of this position with excellent customer service
- Maintains a courteous and professional manner which includes a calm and sophisticated disposition, not easily frustrated, stressed, or offended
- Listens attentively to caller needs and demonstrates empathy
- Builds rapport with callers by greeting them in a courteous, friendly, and professional manner using procedures learned during new-hire training
- Demonstrated ability to provide a professional and friendly experience to both co-workers and callers
- Demonstrated willingness and ability to answer questions and solve customer problems
- Incorporates integrity, detail-oriented attention, and genuine care for callers and caller's needs within all interactions
- Practices efficient communication and documentation practices; properly following Company verbal scripts, tasks as required, and ensuring need-to-know information, escalations, or follow-ups are effectively handled
- Completes all tasks with ownership and accountability; invested in ensuring all callers receive best-in-class service from start to finish; properly hands work off at shift end
- Microsoft Suites Basic Level: familiar with suites in an office setting for email, presentations, etc
- Technology Competencies: general internet skills including the ability to access/utilize various websites
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