Customer Service Associate

Job Profile: Customer Service Associate

Job Description

The Intelligent, Services New Associate will leverage call center experience serving as a Tier 1 Agent to deliver excellent customer service through incoming and outgoing phone, email, and chat inquiries. Responsibilities include processing applications and resolving customer disputes with positive outcomes.

The ideal candidate will enjoy assisting customers with first-call resolution, de-escalating caller situations, adapting quickly to change, and working in a team environment.

Schedule:

Monday–Friday, shifts between 8:00 am – 6:30 pm EST

Daily hours and shifts may vary

Rotational requirement for after-hours coverage

Opportunities for overtime as needed to support storm-related activities

Key Responsibilities

Answer incoming phone calls, chats, and emails

Conduct outreach phone calls and emails

Provide outstanding customer service

Recognize and follow call flows with scripts

Research and review customer inquiries

Use multiple systems to research information

Relay research findings and outcomes to customers

Manage customer contact while balancing entry and review of documentation

Achieve individual production metrics and contribute to team goals

Maintain compliance and adhere to quality standards to reduce operational risk

Protect client privacy while using multiple data sources and systems

Identify and escalate appropriate issues

Document call information and encounters in call logs

Recognize and alert management of risks and trends

Transition quickly between tasks

Maintain a professional demeanor

Perform other duties as assigned

Qualifications & Requirements

Basic Qualifications

2 years of Customer Service experience

1 year of Call Center Agent experience

6 months of Utilities or Health & Public Services experience Preferred Qualifications

6 months of Accenture Health & Public Services experience

Examples: State Medical Assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, Early Childhood Education and Care Services

Former Transaction Processing experience Requirements of the Role

High School Diploma or GED

Internet access sufficient to handle calls received via the Internet

Quiet and private remote work location

Proficiency with computers (Internet, Outlook, etc.)

Data entry experience

Strong listening, verbal, and written communication skills

Microsoft Office (Excel, Word, Outlook, Teams) experience

Education

High School Diploma/GED