Correspondence Specialist II
PeopleConnect San Diego, CA
- Expired: over a month ago. Applications are no longer accepted.
Job Summary -
The Correspondence Specialist II works closely with the Correspondence Supervisor and provides high-level, project specific assistant related to correspondence and communications-focused activities.
This is a support role responsible for managing a pipeline of escalated customer complaints and contributions to various improvement projects designed to increase the team's efficiency. Thorough knowledge of Correspondence I job functions and responsibilities is required.
Essential Duties and Responsibilities-
➢ Verify and report daily, weekly, and monthly compliance and performance totals for all related correspondence tasks and activities.
➢ Audit and evaluate Correspondence Specialist I account handling and written customer communication against company standards; provide recommended coaching strategies and tips to improve agent performance and customer satisfaction.
➢ Prepare daily assignment schedules to ensure coverage of all correspondence tasks.
➢ Assist with researching and developing content for newsletter and internal email distribution.
➢ Assist Correspondence Supervisor with organizing, updating, and successful completion of special projects, including creating and updating SOP content; compiling customer profiles; and cull material for correspondence calibration efforts.
➢ Monitor and resolve pipeline of escalated customer complaints related to client-created Online Reputation Management initiatives designed to promote and maintain positive brand engagement.
➢ Create original email templates for Legal review; proofread edits made to existing email templates for internal approval. Correspondence Specialist I edits made to existing email templates for internal approval.
➢ Assist in Correspondence Specialist I Capacity as needed.
➢ Not Applicable
Qualifications (Knowledge, Skills, and/or Abilities):
➢ One or more (1+) years of customer service experience.
➢ Ability to type at least 45 wpm.
The Correspondence Specialist II must have excellent communication skills and interpersonal skills to work effectively and collaboratively. The ability to remain organized and flexible while multi-tasking and prioritizing is a requirement. The Correspondence Specialist II will work work proactive, while exercising sound judgement, in a fast-paced, results-driven environment that requires high attention-to-detail.
Minimum Education and/or Experience:
➢ High school diploma or equivalent.
➢ Minimum one (1) year of recent employee mentoring/coaching.
➢ Minimum one (1) year of recent correspondence experience preferred.
➢ Strong verbal and written communication skills
➢ Must have excellent communication and interpersonal skills (listening, written, and verbal)
As necessary for position.
Problem Solving/Reasoning Ability:
➢ Flexible and able to listen to details and interpret information, both written and verbal, to bring issues to resolution and closure.
➢ Ability to adapt to changes and prioritize as necessary.
➢ Ability to multi-task and juggle many competing deadlines and priorities.
Proficient in MS Office Suite (Outlook, Word, Excel).
Certificates, Licenses, Registrations:
We pride ourselves in providing flexible, high quality customer support solutions with an emphasis on inbound technical support and customer service. In our San Diego office, we provide our services through multiple communication channels encompassing phone, e-mail and social media.
PeopleConnectWhy Work Here?
Awesome benefits, pet and child friendly!
People Connect Customer Care is a leader in providing customer support and business for companies looking to create an external customer service platform. We provide an array of sophisticated customer service solutions to a variety of companies, from web-based membership companies to financial services enterprises. We pride ourselves in providing flexible, high quality customer support solutions with an emphasis on inbound technical support and customer service. In our San Diego office, we provide our services through multiple communication channels encompassing phone, e-mail and social media.
AddressSan Diego, CA