Customer Support Associate I

Essential Functions/Core Responsibilities

Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs )

Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

Maintain basic knowledge of client products and/or services

Prepare complete and accurate work including appropriately notating accounts as required

Participate in activities designed to improve customer satisfaction and business performance

May offer additional products and/or services

Track, document and retrieve information in call tracking database

May respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

High school diploma with three to six months of relevant experience preferred

Courteous with strong customer service orientation

Strong computer navigation skills and PC Knowledge

Ability to effectively communicate, both written and verbally

Dependable with strong attention to detail

Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

Tolerance for repetitive work in a fast-paced, high production work environment

Ability to work as a team member, as well as independently

Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

Ability to rotate shifts, as needed

Based on location and/or program, additional experience/skills may be required

Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

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