Job description
Position Summary
The Temporary UST Customer Service Representative is responsible for providing exceptional customer service to support the customer service and retention goals of the Unemployment Services Trust.
Essential Job Functions
Performance Measurements
Qualifications
The Temporary UST Customer Service Representative is responsible for providing exceptional customer service to support the customer service and retention goals of the Unemployment Services Trust.
Essential Job Functions
- Provide customer service and answer questions to all UST participants and be able to adequately explain the benefits of UST membership and the policies and procedures of the UST.
- Proactively contact agencies both periodically in the form of courtesy calls and to coincide with annual activities such as contribution projections.
- Maintain contact information and account history in a Customer Relations Management (CRM) system for member organizations.
- Participate - along with tenured Account Managers - in member retention efforts and escalate retention efforts as appropriate.
- Record retention efforts in CRM according to documented procedures.
- Perform other miscellaneous functions and special projects as assigned.
- Customer service interactions are recorded in the CRM consistently and with 98% accuracy.
- Retention procedure is adhered to, retention efforts are appropriately escalated when needed, and retention efforts are accurately and consistently recorded in the CRM.
- Produce recurring and ad hoc reports and file source documents in accordance with department standards and established time lines.
- Documented Customer service standards are upheld and information given pertaining to UST benefits and operations which is consistent with the Participation Agreement, Trust Agreement and Administrative Manual.
- Education/Certification: High school degree or equivalent. Secondary course work preferred.
- Required Experience: One-year customer service experience.
- Required Knowledge: Knowledge of customer service principles and practices.
- Skills/Abilities: Ability to work in a fast-paced and changing environment. Intermediate proficiency in MS Office.
- Travel: No travel.
- Work Schedule: Regular office schedule on Pacific Standard Time zone
This is a remote position.
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