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- Respond to inbound customer service inquiries and resolve their service/sales needs.
- Complete administrative duties associated with service experience in a timely, accurate and professional manner.
- Multitask; handle inquiries through multiple channels simultaneously (i.e. phone, chatbot, email)
- Achieve minimum performance metrics - calls per hour, chatbot exchanges per day, emails per day, as well as length of interaction, accuracy, user satisfaction, and other KPIs.
- Work collaboratively and cooperatively with other members the team.
- Utilize call disposition codes 100% of the time.
- Self-manage wrap-up and extended wrap-up times, staying below the acceptable maximums.
- Utilize MPP ticketing system (for advanced support and escalations) in professional and appropriate manner.
- Stay up to date on the website, subscription attributes, new product enhancements, and process changes.
- High school diploma and minimum two (2) years customer service experience (B2B preferred)
- Clear speaking voice and enunciation.
- Upbeat, customer-centric approach.
- Proficient computer skills including the use of Microsoft Word and Outlook
Date Posted: 18 April 2025
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