Customer Service and Support Representative – (MEO 640)

Remote – Mountain and Pacific Time Zones

Job Description

• Performs customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners.
• Receives, investigates and responds to customer inquiries regarding products, services and issues via all channels through which customers are served.
• Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues.
• Maintains high levels of customer satisfaction consistent with the company’s core values. Demonstrates commitment to quality through customer and service partner interactions.
• Documents customer interactions and completes service requests to minimize customer effort or additional action.
• This company’s Employees take pride in our reputation and to continue building upon that we expect our employees to be:
• Customer Focused – Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk – Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support the company’s Enterprise Risk Management Framework.

Competencies

• Accuracy and Attention to Detail – Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.
• Customer Experience Management. – Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.
• Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
• Effective Communications – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Fraud Detection and Prevention – Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations.
• Knowledge of a Specific Customer Support Function – Knowledge of and ability to assist customers with a specific type of support.
• Managing Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
• Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.
• Products and Services – Knowledge of major products and services and product and service groups; ability to apply this knowledge appropriately to diverse situations.
• Tech Savvy – Advise, educate and engage clients on a variety of technological tools and resources allowing them to explore solutions to achieve their goals and financial well being.

Work Experience

Roles at this level typically do not require a university / college degree, high school diploma or GED, however may require related experience or product knowledge to accomplish primary duties. Typically <1 year of related experience. In lieu of a degree, a comparable combination of education, job specific certification(s) and experience (including military service) may be considered.

Education: No Degree

Base Salary: $39,940 – $50,600

Salaries may vary within the range based on geographic location, market data and on individual skills, experience, and education

Benefits

This company offers employees a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include medical/prescription drug coverage (with a Health Savings Account feature); dental and vision options; employee and spouse/child life insurance; short- and long-term disability protection; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives.

*** The above job descriptions and listed requirements can often change based on current Employer needs and new projects.  Your assigned job counselor will provide you with the most up-to-date job information.

If you are a new applicant and not our current client, please fill out an application to start the process: Application