Automation, Call Centers, Continuous Improvement, Conversation Engine, Customer Experience, Customer Relations, Customer Satisfaction, Documentation, Leadership, Messaging Technology, Performance Analysis, Performance Metrics, Quality Assurance, Quality Metrics, Resolve Customer Issues, Short Messaging Service (SMS), Telephone Skills, Time Management
- Respond to inbound calls, emails, chats, texts, WhatsApp messages, and other digital communications in a professional and timely manner
- Resolve customer inquiries efficiently, with a focus on first-contact resolution and exceptional customer satisfaction.
- Support the implementation, monitor, and optimization of Chatbots, virtual agents, and automated communication.
- Recommend configuration of Chatbot agents to answer frequently asked questions, automate routine inquiries, and escalate complex issues as needed.
- Monitor Chatbot performance, identify opportunities for improvement, and recommend enhancements to increase efficiency and customer engagement.
- Monitor communication platforms and integrations across messaging and support systems.
- Meet quality assurance standards, service-level expectations, and key performance indicators (KPI's - e.g. service level expectations, documentation of customer interactions, action taken, Chatbot engagements, etc).
- Assist leadership with assigned projects, outreach initiatives and technology adoption.
- Support continuous improvement initiatives focused on customer experience, automation, and communication effectiveness.
- Perform other related duties as required or assigned.
C
Community College of Allegheny County