Ajilon is seeking a Customer Service Representative to provide specialized customer service in response to inbound customer contacts. Focus is on immediate resolution of inquiries and requests and providing backup administrative support when available.
Provides first level customer service to customers who contact the company with questions
Ensures phone calls are answered promptly and meets all service level agreements
Maintains metrics on a monthly basis, including but not limited to:
Adherence-This determines how an Agent adheres to their given schedule. We will monitor when an agent logs in and out for work and break purposes, and correlate this with their given schedule.
Quality-Each Agent will be monitored and scored a minimum of once per week on their calls to ensure we are providing exceptional service.
Demo-We monitor Agents on their ability to collect Demographic information from our customers including, but not limited to, Name, Date of Birth, Address, Email Address, and Phone Number.
Transfer Rate-We monitor the percentage of calls where the Agent is successfully able to transfer the Customer to a designated office for further assistance.
After Call Work-This metric monitors the Agents time spent off of the phone compared to their total work time.
Transfers and/or escalates phone calls to the appropriate staff when additional support is required
Documents all contacts for tracking and reporting purposes
Documents resolution of contacts and cases when completed
Confirms customer contact information and updates company records when customers’ information has changed
Troubleshoots customer issues by communicating issues / concerns to the appropriate department in the company
Coordinates and/or leads special administrative projects
High school diploma or equivalent experience
Ability to enter data efficiently and accurately into company systems
Ability to answer inbound phone calls and clearly communicate with customers
Ability to maintain a professional demeanor with all stakeholders and in hectic and/or emergency situations
Ability to explain and comply with company policies
Ability to exercise judgment within delegated authority
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