CUSTOMER CARE ADVISOR

This Part time Inbound Customer Care and Support position is a front line Call Centre role using a computerized information system. The Customer Care Agent provides detailed information and case resolution. Call types include help wiring money, inquiries into transaction completion, send bill payments, and purchase money orders and prepaid services. Contact is generally inbound and may have an outbound call back component. Refers callers to other third parties for escalated problem resolution.

SPECIFIC RESPONSIBILITIES

·       Possess a thorough knowledge of and provide detailed information to customers

·       Has fluency in responding to common questions asked of customers

·       Reads and researches relevant materials and resources to stay current in program

·       Utilizes prescribed quality call handling processes

·       Required to meet specific performance standards

·       Serves to improve customer product knowledge

·       May perform some outbound follow up as required

·       Initiates customer fulfillment requests via standard procedures and/or third party contact

·       Answers customer questions using formatted screens, scripts and procedures

·       Conducts warm transfer of calls to functional specialist for more detailed information on product areas

·       Receives calls which are with limited response adaptation required

ESSENTIAL QUALIFICATIONS

Education/Knowledge:

High School graduation or College enrollment. General knowledge of windows-based applications.

Experience / Skill:

Minimum 1 year experience in Customer relations, preferably in Call Centre Sales environment.

Hours of Operation: Monday through Sunday 7am to 11pm