Contact Center Operations

• nput leads responses, notes, and disposition statuses into the assigned incoming lead pro les.
• Utilize systems to gather and con rm information prompted by incoming SMS/email.
• Provide exceptional customer service, and written communication skills while working independently with discipline and motivation to succeed in a virtual environment.
• Read and comprehend previous Lead to Concierge interactions to accurately continue the conversation to determine a quali ed or unquali ed lead.
• Coordinate and con rm incoming leads that inquire about national services provided by our clients.
• Accurately document all conversations according to standard operating procedures in our console.
• Thoroughly follow client and department standards and system procedures.
• Display a positive team focused attitude with the ability to adapt and embrace change to t business needs.
• Thrive in an ever-growing and ever-changing environment.

Have you got what it takes

• High school diploma or equivalent required(graduate)
• Minimum 2-4 years of previous experience working in customer service required.
• Ability to type 30 WPM required.(recommend increasing to 45 - 50 WPM)
• Your performance will be measured by
• Quality 85% or higher
• AHT 45 seconds
• Schedule adherence 93%
• Accurately schedule appointments
• AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus