Customer Service Associate (Hybrid) - Irving, TXAgility 360 is searching for an experienced Customer Service Associate for a contract-to-hire position with our client. The ideal candidates will posses a strong background in call center and customer service. As an integral part of our team, you will hold a pivotal role connecting our clients and their esteemed customers. Your dedication to service excellence will be unwavering, and you'll find fulfillment in embracing challenges that allow your exceptional attention to detail and critical thinking skills to shine. As the face of our company, you will exude professionalism in every customer interaction, prioritizing satisfaction above all else. You have an innate ability to effectively address concerns, craft effective solutions, and proactively anticipate further inquiries. Your primary responsibilities will include effectively using multiple communication vehicles to connect with customers, which may include telephones, email, and chat. You can handle challenging customers effectively, with confidence, and exhibit less reliance on additional support. To excel in this role, showcasing an unwavering positive attitude and communicating with clarity and ease in every interaction will be essential to your success.
Job Responsibilities:
Manages inbound inquiries on behalf of client, acting as an extension of our clientActs confidently in their role with little reliance on additional supportActs in a professional and appropriate manner while assisting with a resolution/answer to the issueActively and accurately participates in new hire training support (i.e. chat, side by sides, etc.)Builds product and process knowledge to effectively interact with customers, within business guidelinesIdentify customers' needs, research client systems, utilize tools to interpret and analyze dataComplex use of multiple systems in order to service customer inquiries (can be up to 10 systems)Ability to handle challenging customers effectivelyProvides accurate solutions and guidance, and uses the opportunity to educate customers where appropriateBuilds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriateActively and accurately document discussions of inquiries and leverage internal tools for next-level resolution needs.Consistently meets or exceeds inquiry response times, some may be required by client contractual service levelsMay assist with escalated issues per business guidelinesMeet personal/team production metrics and quality targetsMust adhere to strict schedule and meet attendance guidelines
Experience:High school diploma, GED or equivalent is required; bachelor's degree preferred3+ years previous experience in a customer support role requiredTax/banking/mortgage/real estate Industry experience requiredPassion for service excellenceStrong written and verbal communication skills along with excellent customer service and active listening skillsStrong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to changeStrong computer skills to retrieve, query, update systems using multiple screens simultaneouslyOrganization and time management skills to operate effectively in a fast paced, high-volume environment.Typing ability of 35wpm+Demonstrated knowledge of and experience with MicrosoftAbility to work in a structured, high volume, fast-paced environment while maintaining attention to detailAbility to identify customer issues and identify appropriate tasksMust successfully adhere to schedule, attendance and required deliverables/deadlines.Demonstrates patience and empathy and have the ability to work collaboratively with others
Physical Requirements:Position requires all forms of dexterity/mobility which may include extended periods of sitting/standing. May occasionally required to reach with hands and arms, twist, climb or balance, stoop, kneel crouch or crawl.Specific vision abilities required include close vision, distance vision, color vision, peripheral, depth perception and the ability to adjust focus.Must be able to speak and hear, lift and carry up to twenty-five pounds (25 lbs.) or occasionally more.May be required to drive for business purposes and must hold a valid driver's license in good standing and maintain personal auto insurance in compliance with local or state requirements.Ability to work in a fast-paced, occasionally noisy, or distracting environment.
Job Details:3-6 month contract-to-hire roleTraining Schedule (4 days onsite, 1 day remote)Hybrid Schedule (4 days remote, 1 day onsite)MUST BE AVAILABLE FOR ANY SHIFT BETWEEN 7am - 8pm CST (after training)Location: Irving, TXHourly pay rate: $18.50 - $19.50 (based on experience)
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