The posting
Summary The Senior Customer Care Representative will provide high quality, professional, and “best in class” customer service to current and prospective consumers through phone, mail, e-mail. Responsibilities include handling inbound/outbound calls, data quality review, admin responsibilities, working to resolve escalated call issues and answer process questions, all following a designated escalated system process designed by Alta’s client. The Senior Care Specialist position will also handle complex compliance issues as they will be supporting an Alta client that may be regulated by a federal and/or state government agency. This role is responsible to facilitate, analyze and resolve any customer issues, provide product support and/or investigate questions or follow up to resolve those concerns in an accurate and timely manner to ensure customer retention and loyalty. This person will resolve all member issues in a timely and accurate fashion as well as enter member activity into internal and client systems. In addition, this position will serve as a subject matter expert and assist with escalated inquiries, team training, and provide various types management support during hours of operation. Essential Duties & Responsibility · Handles customers by identifying their need and resolving their issue as requested by our client; must maintain exceptional quality during this interaction. · Assists with monitoring, data accuracy and quality control of team’s consumer interactions · Handles escalated interactions from consumers as needed. · Monitors queue activity and acts as a resource. · Demonstrates product knowledge and resolves issues with a sense of urgency to provide excellent customer satisfaction. · Follows up on contacts to ensure customer satisfaction · Assists in Senior team training and for new employees. · Identifies process improvement opportunities and recommend solutions. · Demonstrates excellent verbal and written communication, computer accuracy, and data entry skills. · Consults with and the client and consumers over the phone or via email and processes information, requests, or comments in an efficient manner. · Participates in internal meetings. · Learns and utilizes client software Utilizes technology to create and retain consumer data and records. · Establishes and develops relationships with clients and co-workers. · Ensures accuracy and consumer satisfaction. · Assists with additional duties as assigned by team leader. Qualifications Education: At least two years’ college required or completions of a vocational course preferably in customer care. Work Experience: At least two years of call center or one year subject matter expert experience required. Skills: This position requires a working knowledge of computer technology that includes, but is not limited to: beginner to intermediate Word, Excel, PowerPoint, and Microsoft Outlook. The team also utilizes SharePoint. Additional Skills · English proficiency required. Teams require varying levels of transactional and/or conversational English. · Must be very customer focused with a high level of enthusiasm and a positive attitude. · Excellent listening skills and problem solving ability. · Have ability to work on a PC, accessing multiple software applications in a Windows environment. · Excellent time management skill and keen attention to detail. · Must possess strong written and verbal communication skills. · Must possess the ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources. · Must also have the ability to work in a team environment and be a team player
