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    Call Center Specialist - Phoenix, United States - LanceSoft

    LanceSoft
    LanceSoft Phoenix, United States

    3 weeks ago

    Default job background
    Description

    Position Description :

    This customer service position will report to a call center unit with high volume contact with the public and with tasks that frequently change, including, but not limited to handling inbound calls, addressing help desk tickets, managing email inquiries, providing comprehensive assistance on the general program inquiries. The primary duties for this position include the following: - Answer inbound calls, Helpdesk tickets, and email inquiries related to the agency program - Provide thorough and comprehensive assistance for general program inquiries - Accurately document account interactions and maintain detailed records - Responsible for researching and applying all related program policies and procedures, statues, and related rules, and escalating concerns when necessary - Collaborate on special project as assigned Located at the agency's South campus, this position will be part of a standard office environment and will be 100% on-site, where expected dress-code is business and business-casual.

    Skills Required :

    Technology- Computer: High-level of PC proficiency and familiarity with a call center environment, including the Microsoft Office applications and Windows (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors Phone: Conference (multi-line) phone lines Knowledge in:

    • Customer service principles and practices
    • Proficient understanding of call center technology and software

    Applicants must have experience with high volume customer service Skills in

    • Utilizing critical thinking skills and logical reasoning to gather pertinent information.
    • Strong organizational skills with attention to detail
    • Exceptional verbal and written communication
    • Active listening and problem-solving
    • Multi-task and prioritize responsibilities in a fast-paced environment.
    • Proficiency in documentation and record-keeping
    • Proficient in Microsoft Office suite, specifically Outlook and MS Teams Ability to:
    • Multi-task and thrive in a fast-paced, performance-driven environment with a high level of accuracy.

    Experience Required :

    • Minimum of one year experience in assisting customers in a call center setting.

    Skills Preferred :

    • Phone: CISCO Finesse and CISCO Jabber multi-line experience.
    • Language- Bilingual (Spanish fluent, speaking/reading/writing).

    Education Required :

    • High school or equivalent, or higher
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