Job description
CUSTOMER SERVICE AGENT I - Work From Center
WHY WORK FOR SAVILINX?
At SaviLinx, we help people! People just like you. It is not just our job; it is our mission! Founded in 2013, we have an amazing story! SaviLinx is a Women Owned and HUBZone certified business that has been listed on the Inc. 5000 list of fastest-growing companies in 2017, 2018, 2019, 2020 and 2021!
JOIN THE SAVILINX FAMILY AND YOU’LL ENJOY:
- Full time, benefit eligible positions.
- Employee benefits include Medical, Dental, Life, Vision, 401(k) with company match, Pet Insurance and generous paid time off.
- Very competitive wages and additional pay for performance.
- 100% Paid Training.
- Opportunities for advancement and professional development.
OVERVIEW:
This Customer Service Agent I position is a high-energy role in a fast-paced, highly structured environment with very limited downtime. Consistent feedback and coaching is provided regularly on strengths and opportunities for improvement!
This position is responsible for supporting multiple clients with customer inquiries and support in a complex and content-rich, regulated environment. You must retain a significant amount of information. Accuracy and speed are a must. This position also updates the Company or external database(s) with all appropriate information. This position supports all quality assurance efforts and Program criteria, while dialing out, taking inbound calls, and email.
OUR GUIDING PRINCIPLES:
- Make every interaction Count
- Act with Respect and Integrity
- Demonstrate Passion for Continuous Improvement
- Be Worthy of Trust from all Stakeholders
ESSENTIAL FUNCTIONS:
- Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
- Resolves customer’s inquiries and concerns in accordance with the client and company policies.
- Provides customer support through email, text, and phone calls.
- Follows strict work instructions and SOPs that may vary.
- Document all call interactions in accordance to Client expectations using Client specified systems.
- Complete all trainings and provide certification documents to Client when requested by specified deadlines.
- Adapts to continual changes to work instructions and procedures as needed.
- Maintain all contractual KPIs as specified by the client. If goal is not being met must show improvement over time.
- Meets expectations for all balance scorecard metrics; demonstrates improvement over time.
- Follows proper escalation procedures for unsolved customer requests.
- Maintains productivity in accordance with support program and company standards.
- Attends and participates in team meetings and required training sessions.
- Provides mentoring to other CSRs as needed.
- Follows all safety, ethics, human resources and security policies and procedures.
- Regular and consistent attendance is an essential function of the job.
SUPERVISORY RESPONSIBILITY:
No supervisory responsibility.
EXPECTED WORKDAYS/ HOURS:
This position requires full, flexible availability including evenings and weekends as needed.
QUALIFICATIONS:
- High school diploma or general education degree (GED); and one-year related experience and/or training; or equivalent combination of education and experience.
- Excellent Verbal and Written Communication Skills.
- Attention to Detail.
- Adaptability.
- Must be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Must be able to draft routine reports and correspondence.
- Must be able to speak effectively before groups of customers or employees of organization.
- Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Must be able to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Must complete and pass an eQip background check upon being hired and every 5 years thereafter.
OTHER DUTIES:
Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
EQUAL EMPLOYMENT OPPORTUNITY
SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
EOE/VETERAN/DISABLED
Experience
Required
- 1 year(s): Customer Service
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