Job description
Customer Service Associate
The Intelligent Services New Associate will leverage call center experience serving as a Tier 1 Agent to deliver excellent customer service through incoming and outgoing phone, email, and chat inquiries. Responsibilities include processing applications and resolving customer disputes with positive outcomes. The ideal candidate will enjoy assisting customers with first-call resolution, de-escalating caller situations, adapting quickly to change, and working in a team environment.
Schedule:
- MondayFriday, shifts between 8:00 am 6:30 pm EST
- Daily hours and shifts may vary
- Rotational requirement for after-hours coverage
- Opportunities for overtime as needed to support storm-related activities
Key Responsibilities:
- Answer incoming phone calls, chats, and emails
- Conduct outreach phone calls and emails
- Provide outstanding customer service
- Recognize and follow call flows with scripts
- Research and review customer inquiries
- Use multiple systems to research information
- Relay research findings and outcomes to customers
- Manage customer contact while balancing entry and review of documentation
- Achieve individual production metrics and contribute to team goals
- Maintain compliance and adhere to quality standards to reduce operational risk
- Protect client privacy while using multiple data sources and systems
- Identify and escalate appropriate issues
- Document call information and encounters in call logs
- Recognize and alert management of risks and trends
- Transition quickly between tasks
- Maintain a professional demeanor
- Perform other duties as assigned
Qualifications & Requirements
Basic Qualifications:
- 2 years of Customer Service experience
- 1 year of Call Center Agent experience
- 6 months of Utilities or Health & Public Services experience
Preferred Qualifications:
- 6 months of Accenture Health & Public Services experience Examples: State Medical Assistance, TANIF, SNAP, LiHeap, Child Support Enforcement, Early Childhood Education and Care Services
- Former Transaction Processing experience
Requirements of the Role:
- High School Diploma or GED
- Internet access sufficient to handle calls received via the Internet
- Quiet and private remote work location
- Proficiency with computers (Internet, Outlook, etc.)
- Data entry experience
- Strong listening, verbal, and written communication skills
- Microsoft Office (Excel, Word, Outlook, Teams) experience
Education:
- High School Diploma/GED
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Frequently asked questions
Q: What skills or qualities help someone succeed as a Customer Service Associate?
A: To succeed as a Customer Service Associate, key technical skills include proficiency in communication tools, such as phone systems and customer relationship management software, as well as knowledge of product or service offerings. Essential soft skills include empathy, active listening, and problem-solving abilities, which enable associates to effectively resolve customer complaints and provide personalized support. By combining these technical and soft skills, customer service associates can build strong relationships with customers, drive customer satisfaction, and contribute to long-term business growth.
Q: What is the career path for a Customer Service Associate?
A: A Customer Service Associate typically starts as an entry-level representative, handling customer inquiries and resolving issues, before progressing to mid-level roles such as Customer Service Team Lead or Quality Assurance Specialist, where they oversee team performance and implement process improvements. As they gain experience, they can move into senior roles like Customer Experience Manager or Operations Manager, focusing on strategic planning and team leadership. With continued skill development in areas like communication, problem-solving, and leadership, a Customer Service Associate can pursue long-term career prospects in management, training, or specialized fields like customer success or account management.
