Customer Service – Work From Home

Job Type: Customer Service from home
Location: Texas work from home
Company: Aspira Government Services

Position Description:

In order to support customer queries, reservations, and a number of other abilities, the Aspira Government Services (AGS) Customer Experience Associate I, Tier One, manages inbound and outgoing customer contacts within multiple business queues. In accordance with corporate rules, procedures, and position KPIs, the Customer Experience Associate I offers clients looking to book reservations or purchase tickets, permits, etc., polite, knowledgeable help (KPIs).

Responsibilities

• Responds to a variety of incoming and outgoing calls, digital chat and SMS messaging, fax, customer emails, open tickets, etc., using polite telephone and chat etiquette, the ability to effectively communicate information, provide query resolution, and handle customer escalation in accordance with established procedures. Utilizing business routines and processes, assist customers as a knowledgeable resource, and deliver customer solutions in accordance with Aspira policies and position standards.
• Without supervision, efficiently follows out a set of job instructions in a remote or physical contact center environment to quickly handle client queries, grievances, and transactions.
• by using the proper transfer procedures, effectively transfers the consumer to the right parties.
• when necessary, seeks management’s help, direction, or decision-making in order to help customers.
• Maintains accurate records of every client interaction in accordance with the standards for documentation.
• When changing client accounts or system information, accurately completes all work.
• Individual KPIs are met, and department customer service goals and objectives are supported.
• Aims to meet Company Quality Assurance requirements while responsibly adhering to departmental and corporate performance goals, policies, procedures, and internal workflows.
• fulfills all company training and coaching requirements on time and as directed.
• Maintains thorough familiarity with and adherence to company and client policies and procedures.
• Maintains effective communication with management and support employees during shifts using email, a business chat software, and an internal call system. At the end of the shift or project, work is correctly turned over according to the work assignment.
• actively assists the department in accomplishing its objectives by fostering strong collaboration and offering top-notch customer service to all clients.
• does other tasks as given in order to assist the Aspira Government Services contact center.

Desired Capabilities

• leads this position in all aspects by providing superior customer service.
• Maintains a polite and professional demeanor that includes being cool under pressure and remaining unflappably composed. displays empathy by carefully listening to or reviewing incoming digital conversations for client needs.
• Uses techniques established during new hire training to greet clients in a polite, cordial, and professional way to establish rapport.
• demonstrates the ability to treat coworkers and customers with professionalism and courtesy.
• demonstrates wit and the capacity to respond to queries and address consumer issues.
• Integrity, attention to detail, and a sincere concern for the requirements of the consumer are all incorporated into all interactions.
• Follows company verbal scripts correctly, documents procedures and tasks as needed, and ensures that only those who need to know are informed, escalations are made, or follow-ups are made.
• Responsible for owning and taking responsibility for all duties; invested in ensuring that customers receive best-in-class service from start to finish; and proficient in correctly handing off work at the end of a shift or project, depending on the nature of the job.

Education and experience goals

• equivalent to a high school diploma.
• 1–2 years’ experience working in an inbound contact center
• 2 to 3 years of experience working in customer service.
• Word, Outlook, Excel, and PowerPoint efficiency with the Microsoft Suites.
• Ability to use computer resources proficiently, including online apps, portals, and company software, write more than 50 words per minute, conduct duties over telecommunications tools with a pleasant and understandable tone and enunciation, as well as through digital chat and SMS messaging.
• Needs to be able to work shifts