Job Details

Job Title: Customer Care Associate

Duration: 3+ months (Temp to hire)

Location: Irving, TX 75063

Shift timings: Hybrid Mon - Fri 40hrs/ Week (2 days a week in office)

Note: Training is 8-5 CST (4 weeks). For training, this role will be on site Monday-Thursday, with the option to work remotely on Fridays. Once out of training hours will be anywhere from 8am - 8pm and must be able to work during those hours with no exceptions. Extended hours will be required.

Job Description:
Embrace a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Contact Center Customer Care Associate. Your role within our team is pivotal, serving as a vital link between our clients and their valued customers. With a genuine commitment to delivering service excellence, you'll find inspiration in overcoming challenges that tap into your remarkable attention to detail and critical thinking prowess. As the welcoming face of our company, you exhibit professionalism in every customer interaction, prioritizing their satisfaction above all. Your keen ear captures the intricacies of issues, and your innovative solutions and proactive anticipation of additional inquiries set the stage for exceptional customer experiences. Employing a range of communication platforms, including telephones, email, and chat, you adeptly connect with customers to provide resolutions and foster positive engagements. In this role, your unwavering positive attitude and adept communication skills, expressed with clarity and ease, are the cornerstones of your success. Our commitment to nurturing a culture of continuous learning enables you to flourish and achieve your utmost potential.

Job Duties:

1. Manages inbound inquiries on behalf of the client, acting as an extension of our client
2. Acts in a professional and appropriate manner while assisting with a resolution of the issue/question
3. Builds product and process knowledge to effectively interact with customers, within business guidelines
4. Identifies customers' needs, research using various systems, utilizes tools to interpret and analyzes data
5. Complexed use of multiple systems to service customer inquiries (can be up to 10 systems)
6. Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate
7. Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate
8. Actively and accurately documents discussions of inquiries and leverage internal tools/process for next-level resolution needs
9. Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
10. Escalates issues according to business processes and timelines
11. Meets personal/team production metrics and quality targets
12. Must adhere to strict schedule and meet attendance guidelines.

Job Qualifications:

1. High school diploma, GED or equivalent is required; bachelor's degree preferred
2. 3+ years previous experience in a customer support role required
3. Tax/banking/mortgage/real estate Industry experience required
4. Passion for service excellence
5. Strong written and verbal communication skills along with excellent customer service and active listening skills
6. Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change
7. Strong computer skills to retrieve, query, update systems using multiple screens simultaneously
8. Organization and time management skills to operate effectively in a fast paced, high-volume environment.
9. Typing ability of 35wpm+.
10. Demonstrated knowledge of and experience with Microsoft
11. Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
12. Ability to identify customer issues and identify appropriate tasks
13. Must successfully adhere to schedule, attendance and required deliverables/deadlines.

Demonstrates patience and empathy and can work collaboratively with others