Bigger Rewards - Fixed Term Agent

Summary 

• Communicate via inbound and/or outbound voice-based and/or non-voice-based communications in English or other languages to support customer care, telesales, credit and collections and/or remote technical support for clients. Use computerized system for tracking, information gathering, and/or trouble-shooting issues to provide high quality customer experience. Maintains and updates records and databases in accordance with prescribed formats and system requirements. 

Essential Duties & Responsibilities 

• Answers and initiates a variety of real-time inbound and/or outbound voice and/or non-voice-based services. 
• Verifies and updates customer information, responds to queries and resolves issues. 
• Provide prompt resolution to customer inquiries by providing appropriate and accurate information using the highest quality customer service standards. 
• Accurately document and update records and databases in accordance with prescribed formats and required systems. 
• Performs a variety of transactions ranging from data entry, updating records, invoices and claims to verifying information and closing transactions. 
• Follow up in a timely manner to ensure customer satisfaction and to maintain optimum service levels and customer relations. 
• Understand all programs, systems, and procedures necessary to perform job effectively. 
• Where applicable, communicate with customer to resolve any account questions or inquiries. 
• Communicate feedback and progress to management. 
• Maintain diplomacy and tact when dealing with upset or escalated calls. 
• Escalate customer complaints and/or calls through the appropriate channel to management. 
• Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations as directed by management or during training. 
• Knowledge, understanding, and compliance with company policies and procedures. 
• Provide feedback to management concerning possible problems or areas of improvement. 
• Make recommendations to implement improved processes. 
• Perform other duties as assigned by management. 
• Knowledge, Skills, Abilities & Other Characteristics: 
• Ability to maintain the highest level of confidentiality. 
• Observe professionalism and integrity in handling calls 
• Proficient personal computer skills, including Microsoft Office. 
• Excellent interpersonal, written, and oral communication skills. 
• Ability to work in a team fostered environment. 
• Ability to work in a multi-tasked environment. 
• Ability to prioritize and organize work. 
• Ability to adapt to a flexible schedule