.POSITION OVERVIEWPOSITION RESPONSIBILITIESWHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions.It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.Essential DutiesHandle inbound and outbound contacts in a courteous, timely, and professional manner.Ensure first call resolution through problem-solving and effective call handling.Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed.Accurately document and process customer claims in appropriate systems.Lead fact-finding discussions to determine the best options for the customer.Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures.Comply with requirements surrounding confidential information and personal information.Escalate customer issues to the appropriate staff and managerial for resolution as needed.Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes.Adhere to all attendance and work schedule requirements.CANDIDATE QUALIFICATIONSWONDER IF YOU ARE A GOOD FIT?We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply.This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.QualificationsExcellent organizational, written, and oral communication skills.The ability to type swiftly and accurately (20+ words a minute).Basic understanding of Windows operating system.Highly reliable with the ability to maintain regular attendance and punctuality.An aptitude for conflict resolution, problem-solving, and negotiation.Ability to multi-task, stay focused, and self-manage.Strong team orientation and customer focus.The ability to thrive in a fast-paced environment where change and ambiguity are prevalent.Excellent interpersonal skills and the ability to build relationships with your team and customers.PHYSICAL REQUIREMENTSThis job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer