Customer Service Agent

Purpose of the Position: Provides solutions and superb service to client requests and needs via live phone calls, emails and/or chats.

Key Responsibilities:

• Efficiently responds and communicates with clients to understand and service their needs via inbound calls, emails, and chat.
• Effectively analyzes customer data to make appropriate recommendations and problem resolutions.
• Resolves product or service concerns by clarifying the customer's problem; determining the cause; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Demonstrates excellent customer service by facilitating positive long-term relationships and a high potential for repeat business.
• Builds rapport with clients and effectively diffuses conflict and opposition.
• Successful achievement of minimum monthly individual and team goals set by department i.e. quality and productivity.
• Contributes to team effort by accomplishing related results as needed.
• Committed to meeting quality standards in processing customer adjustments.

Required Education:

• Associate degree preferred or equivalence in comparable job experience.
• Minimum of 2 years customer service experience preferably in a call center environment.

Skills & Abilities:

• Excellent oral and written communication skills particularly with telephone communications.
• Excellent listening ability.
• Intermediate math skills calculating interest rates and percentages as well as balancing spreadsheets for accounting purposes.
• Intermediate knowledge of MS Office and general computer navigation.
• Strong negotiation skills with the ability to close a sale.
• Ability to multi-task and prioritize.
• Ability to follow protocol, policies and procedures.
• Acts with integrity, maintains confidentiality, interacts with others professionally and respectfully, promotes harmony in the workplace.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

Benefits are included, employees are eligible for benefits after 60 days with ULPS

For this position you must be able to commit to a 4-week training schedule of 9a - 6p CST (7a - 4p PST). Even in cases of emergency this 4-week training cannot be waived, changed or adjusted. Once training is complete you will need to commit to a work schedule of M-Th 11a - 8p CST (9a - 6p PST), & Friday 9a - 6p CST (7a - 4p PST). These shift times are non-negotiable and ULPS does have an attendance policy that all employees must adhere to. There is a shift bid every 6 months, based on performance and attendance and the bid process is the only opportunity there is to change shifts.