EastLansingRecruiter Since 2001
the smart solution for East Lansing jobs

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

Responsibilities:

  • 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
    Expectations:
    • 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
        Qualifications:
        • 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
          Qualities:
          • Energetic
          • Resourceful
          • Resilient
          • Kind
          • Empathy
          • Patience

            Additional Job Description

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

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Log In or Create An Account

Get the latest Michigan jobs by following @recnetMI on Twitter!

East Lansing RSS job feeds