The main function of the Contact Center Rep is to respond to Contact Center inquiries by personalizing and relaying accurate information to members. Facilitate the member's experience with the company and advance the member's understanding of our product offerings.Job Respons[ Link removed ] the member's experience with the company and advance the member's understanding of our product offerings. Perform research and resolve a variety of member transactions. Provide technical, procedural, and operational guidance on client service issues. Deliver personalized service and respond to a variety of product questions. Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems. Problem solve, perform initial research, and follow-up with individual client related issues as needed. Monitor status of requested / assigned work, prepare customized correspondence as necessary, and make outbound calls as requested. Facilitate call escalation for clients whose requests are not being met within established service time frames. Practice de-escalation techniques to enhance the overall member experience. Collect and analyze information from members to determine eligibility/entitlement/set-up to our products. Approve and/or communicate resolution to members within guidelines. Solicit and analyze customer feedback to identify areas for customer service improvements; may develop and modify written correspondence. Recommend changes to internal forms and procedures and inform management of customer feedback as appropriate to ensure prompt and accurate answers to inquiries. Utilize online tools and resources to monitor performance results in schedule adherence, quality assurance, and client satisfaction to achieve performance metrics within the Contact Center. Support Division projects as assigned, specifically those involving customer-focused activities and secondary activities that support the administrative and servicing functions of the organization.

TOP SKILLS:

Customer Service Experience: 2+ years of call center experience
Computer Applications: Microsoft Office
WPM: 45 WPM (Need Typing Test)

Call Center Environment
option one- 7:55am EST start time.
Their end time is determined by the length of their chosen lunch time:
4:25pm end time if they take a 30 mins lunch;
4:40pm end time if they take a 45 mins lunch;
4:55pm end time if they take a 60 min lunch.

option two- Anywhere from 7:55am start time to a 6pm end time.
Common shifts are ...end times are subject to change dependent on their lunch time duration preference
7:55am - 4:25pm
8:30am - 5pm
9am - 5:30pm
9:30am - 6pm

About Aerotek:

We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.