Customer Service Agent
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Wilmington, DE 19801
The ‘Contact Center Agent’ reports to a Contact Center Supervisor and, is responsible for providing customer service and support. The CCA supports customers and field employees by phone to assist with transactions and provides company information. This position is responsible to perform an active role in meeting all performance goals and metrics as defined by management. In order to do so, this position requires attention to detail, excellent customer service skills, persistence and a passion for sales/collections. In the completion of all duties, the CCA must be knowledgeable of and in compliance with all Company policies and procedures as well as applicable state and federal laws. This position requires strong verbal communication, knowledge of Company products and services and the individual must be able to multi-task while maintaining composure. Furthermore, this position requires an individual who thrives in a fast-paced production environment, easily adapts to change, and is willing to complete all duties as assigned. Support Internal and External Customers and Contact Center Operations: * Maintain professional attitude and behavior while communicating with customers and co-workers. * Accurately type 35 corrected word per minute (WMP). * Follow, understand, and quickly apply directions. * Effectively and efficiently utilize applicable computer programs in order to provide top-notch customer service. Influence and Manage Verbal Communication: * Utilize effective approaches when handling special telephone tasks, such as transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects. * Apply appropriate communication skills to effectively control telephone calls. * Ensure customers’ needs are met while following company procedures. * Continuously build positive rapport with customers via phone. Drive Initiatives: * Ethically incorporate daily the Contact Center monthly goals and initiatives. * Understand and embrace new company initiatives and adjusted workload. Maintain Positive Interactions: * Continuously acclimate well with diverse personalities and individuals. * Strong verbal communications, problem solving, time management and organizational skills. * Complete duties as assigned. – - – - – Travel: No Travel – - – -
Attire: Professional attire (as required by company standards).
- Understand, adhere to and enforce all corporate policies including, but not limited to, Advance America’s Creed, Code of Ethics and Information Security Policies.