Key Responsibilities and Accountabilities

• Handle inbound calls consistently meeting and maintaining Department standards and goals.
• Ability to provide expert advice and accurate information to customers.
• Follow company guidelines while thinking quickly and outside the box to offer solutions to meet the customer’s needs.
• Resolve calls and only escalating when all options have been ruled out.
• Provide clear and concise documentation of all cases.
• Meet schedule adherence goals set forth by the client.
• Periodically make outbound calls to customers to follow up on a variety of issues.
• Use multiple applications during call.

Decision Making Authority

Decisions Expected

• Resolving customers issues
• Addressing customers’ requirements

Recommendations Expected

• Making recommendations about the process modifications to meet the ...