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ICS Support Specialist I

Company: CLEAResult
Location: East Lansing
Posted on: November 12, 2021

Job Description:

COVID-19 Vaccination

In keeping with applicable laws, successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. Full vaccination will be required by December 1st, 2021 and proof of vaccination must be presented by start date, whichever is earlier.

Job Description Summary
As a Support Specialist I for Integrated Customer Service you will be responsible for ensuring the Integrated Customer Service meet program deliverables by resolving customer inquiries during the first interaction and/or influencing customers via outbound campaigns. Key markers for success in this role will include a love for customer service and attention to detail.

Job Description


  • Ensure safe work environment
  • Live the CLEAResult Culture Code
  • Answer caller questions in a variety of channels utilizing scripts and your knowledge to resolve customer challenges
  • Identify customer needs and provide solutions
  • Outbound calls as needed including influencing customers
  • Ability to cross promote other products
  • Maintain accurate records in a database including properly documenting customer interactions
  • Consistently meet Key Performance Indicators (KPIs)
  • Contribute to process improvements in a team-based environment
  • Other responsibilities as required
    • Meet performance goals below as well as any other set by Supervisor
      • Maintain 92% or greater adherence
      • Maintain Quality Rating of 9 or greater
      • Sales per Hour/Conversion rates will be set depending on client
      • Approach each customer interaction with first call resolution in mind
      • Follow all published Standard Operating Procedures.
      • Maintain an expected level of professionalism whether in an office or in a remote location.
      • Learn new programs and tasks as needed to meet utilization goals set by Supervisor.
      • Uphold CLEAResult culture framework in personal performance and be an active contributor in developing the CLEAResult culture within the company
        • Ability to follow all safety requirements
        • 0-1 years in customer service
        • Demonstrate resourceful and energetic approach with all interactions
        • Experience operating contact center phone software
        • Accurate computer keyboard and data entry skills
        • Experience with Microsoft office applications
        • Excellent listening, telephone, verbal and written communication skills are essential
        • Possess strong organizational skills with meticulous attention to detail
        • Resilient attitude and adaptive to change
        • Ability to work well in a fast-paced team environment and manage multiple tasks with continually changing priorities
        • Ability to work flexible hours; split shifts are required on an as needed basis. Schedule may change with minimal notice. Must be willing to work evenings & Saturdays
        • Bilingual English/Spanish a plus
          • Energetic
          • Resourceful
          • Resilient
          • Kind
          • Empathy
          • Patience

            Additional Job Description

Keywords: CLEAResult, East Lansing , ICS Support Specialist I, Other , East Lansing, Michigan

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