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