Customer Care Assistant
Primary Duties and Responsibilities:
Using a computerized system, responds to customer inquiries in a call center environment. May perform one or more of the following:
· Responds to telephone inquiries and complaints using standard scripts and procedures
· Gathers information, researches/resolves inquiries and logs customer calls
· Communicates appropriate options for resolution in a timely manner
· Informs customers about services available and assesses customer needs
· Provides functional guidance, training and assistance to lower level staff
· Provides assistance, training and troubleshooting support to lower level staff
· Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems
· Prepares standard reports to track workload, response time and quality of input
· Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness
· All other duties as assigned
Knowledge: Acquires job skills and learns company policies and procedures to complete routine tasks.
Job Complexity: Works on assignments that are routine in nature, requiring limited judgment. Has little or no decision-making in this role.
Supervision: Normally receives detailed instructions on all work. Works under close supervision.
Duration of the Project:
This project will begin training on 11/5/09 and is expected to complete on 12/11/09. The project is expected to ramp down by 75% after the first 2 weeks, and we will be retaining the top performing agents for the remaining 3 weeks of the project.