Position Summary :
This position is responsible for providing problem resolution and world class customer experiences for incoming service inquiries which are basic or routine.
May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials.
This position supports client customers in the following area : technical and service support. The individual in this position must possess strong customer service and troubleshooting skill they have an entrepreneurial spirit with individual initiative that delivers on a culture of doing everything possible to ensure that every customer they interact with feels satisfied in an empowered environment In addition, they will be responsible for adhering to personal performance metrics, accepting coaching, and improving their personal performance as instructed.
Overall Responsibilities :
Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information;
assembling and forwarding information; verifying customer's understanding of information and answer.
Records customer inquiries by documenting inquiry and response in customers' accounts.
Supports account’s specific programs
Assists in developing and streamlining procedures
Nurturing high-end clientele and be contact person for status of application and orders, billing issues, customer profiles, program and campaign information
Answers telephone, e-mail, fax, letter, chat and newsgroup inquiries posed by customer
Provides appropriate feedback and settlement to all customer contacts (including referrals to other organizations)
Assists customers in enrollment process including but not limited to in depth information on program benefits, terms and conditions, application options, as well as technical support on tools, and resolving any open issues with the customer
Takes orders over the phone for replacement materials
Processes application materials and other assigned tasks and makes compliance decisions in accordance with program requirements and Microsoft guidelines
Processes and investigates returns
Updates and maintains Contact Management System Software
Contacts customers for marketing, survey and follow up purposes
Performs necessary job costing functions. Enters manual orders into ERP system
Captures and documents customer complaints
Keeps abreast of program changes and informational updates
Works with Microsoft and Vendor owned tools and websites
Complies with company set procedures
Supports account’s specific programs
Assists in developing and streamlining procedures
Take in customer credit card information and Personal Identifiable Information with the responsibilities of protecting the data as defined in the client security requirement, company information security policies.
Job Requirements :
Knowledge, Skills & Abilities :
Customer Orientation and Focus
Ability to multitask (talk, type, navigate)
Minimum typing speed 20 WPM
Problem solving and resolution skills
Strong internet navigation and website user knowledge
Organizational and team work skills
Conflict resolution skills
Experience with contact center technologies
Experience working in a Financial / Banking industry an asset.
Sales, cross-selling, and up selling experience desirable.
Ability to work in a fast paced environment.
Excellent verbal and written communication skills.
Computer proficiency and knowledge of how and when to use reference material and on-line information.
Phone Etiquette skill.
Flexibility in regard to work schedules
Ability to maintain strict confidentiality with customer account information.
Strong customer services skill.
Minimum high school diploma or equivalent, required
Prior contact center or customer service experience preferred
Demonstrated problem solving and decision making skills.
Effective time management and organizational skills.
Experience in Windows and Internet-based environment required. 
