The Contact Center Representative II is responsible for responding to inquiries submitted to the support team via phone and email.  Support representatives spend approximately twenty hours per week providing each type of support.  The majority of inquiries are received from either non-profit organizations or by the employees of our clients.  The goal is to provide exceptional service by providing accurate information in a timely manner.

 

Responsibilities

  • Consistently provide an outstanding level of high-quality customer service
  • Assist other agents when required
  • Monitor Client program deadline
  • Provide timely and accurate resolution to all email support requests within the prescribed Service Level Agreement (SLA) of 1-2 business days
  • Work with internal staff, including Supervisors and Team Leads to assist in determining resolutions to inquiries
  • Disposition of every support response with the appropriate Reason Code for reporting purposes
  • Properly escalate issues requiring additional action by the Client Management team
  • Attend and actively participate in team meetings and/or training sessions
  • Adhere to company policies and procedures
  • During peak volume periods, support and call specialists may be expected to work non-standard hours in order to complete tasks

 

Other Duties

  • Other duties or projects as assigned
  • Assist Account Managers with special projects as assigned by the Manager or the Director of Client Services
  • Assist with testing when requested by Management

 

Requirements

  • At least one year of prior support/customer service center experience
  • Superior customer service skills
  • Strong written and verbal communication skills
  • Attention to detail
  • Ability to work in a fast-paced team environment
  • Able to learn quickly/Coachable
  • Computer proficiency
  • Organizational skills
  • Conflict resolution skills
  • Attention to detail
  • Ability to articulate a clear and accurate response in a professional manner
  • Caring and courteous

 

Additional Skills (not required)

  • Knowledge of MS Excel is a plus.
  • Knowledge of Zendesk is a plus.
  • Knowledge of SQL is a plus.

 

Schedule:

Contact Center Representative II’s are scheduled to work 40 hours per week. Typically employees work the same schedule every day of the week.  Shifts include:

  • 8:00AM to 5:00PM with a one hour break for lunch
  • 9:00AM to 6:00PM with a one hour break for lunch
  • 11:00AM to 8:00PM with a one hour break for lunch

 

Each week, early shift employees must be available to work one 11:00AM to 8:00PM shift on a pre-determined day per week (e.g., Friday from 11:00AM to 8:00PM with the remaining days worked from 8:00AM to 5:00PM or 9:00AM to 6:00PM).

 

Compensation

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

 

Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.

 

US base salary: $45,000 – $55,000 annually

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