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ICS Support Specialist I

Company: CLEAResult
Location: East Lansing
Posted on: November 22, 2021

Job Description:

COVID-19 VaccinationIn 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 SummaryAs 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 DescriptionResponsibilities:Ensure safe work environmentLive the CLEAResult Culture CodeAnswer caller questions in a variety of channels utilizing scripts and your knowledge to resolve customer challengesIdentify customer needs and provide solutionsOutbound calls as needed including influencing customersAbility to cross promote other productsMaintain accurate records in a database including properly documenting customer interactionsConsistently meet Key Performance Indicators (KPIs)Contribute to process improvements in a team-based environmentOther responsibilities as requiredExpectations:Meet performance goals below as well as any other set by SupervisorMaintain 92% or greater adherenceMaintain Quality Rating of 9 or greaterSales per Hour/Conversion rates will be set depending on clientApproach each customer interaction with first call resolution in mindFollow 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 companyQualifications:Ability to follow all safety requirements0-1 years in customer serviceDemonstrate resourceful and energetic approach with all interactionsExperience operating contact center phone softwareAccurate computer keyboard and data entry skillsExperience with Microsoft office applicationsExcellent listening, telephone, verbal and written communication skills are essentialPossess strong organizational skills with meticulous attention to detailResilient attitude and adaptive to changeAbility to work well in a fast-paced team environment and manage multiple tasks with continually changing prioritiesAbility 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 & SaturdaysBilingual English/Spanish a plusQualities:EnergeticResourcefulResilientKindEmpathyPatienceAdditional Job Description

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

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