Customer Care Specialist II

About This Role

Manage a high volume of inbound calls, emails, and SMS to identify client needs, research issues, and provide solutions. This role requires proficiency in knowledge base requirements, strong communication skills, and the ability to adapt in a fast-paced environment.

Responsibilities

• Be proficient in all knowledge base requirements
• Manage high volume of inbound calls, emails and SMS
• Identify client needs, research issue and provide solutions and/or alternatives
• Meet and/or exceed quality guidelines and key performance criteria
• Work across the organization as needed to resolve client requests
• Effectively communicate how to use any of our customer facing tools
• Become proficient in all platforms, systems, and tools used to maintain carrier/client records, transactions, documentation and relevant data

Requirements

• Stable internet connection with required bandwidth
• Live in Phoenix, AZ
• Excellent oral and written communications skills
• Attention to detail and follow-through
• Demonstrated ability to adapt in a changing environment
• Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment
• Demonstrated experience being a customer-focused, service-oriented professional
• Authorized to work in the United States without current or future sponsorship

Qualifications

• High School Diploma/GED
• 3 years' experience in a related field, or 1 year with a degree/certification beyond HS diploma/GED, or 5 years in a related field without higher education

Nice to Have

• Working knowledge and proficiency with Microsoft Office products
• Flexibility to work evenings, weekends, holidays as required
• Ability to handle multiple projects/tasks at a time
• Servant team member with ability to build strong trusted relationships

Skills

* Required skills

Benefits