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    RM - Call Center Representative - Seattle, United States - eTeam

    eTeam
    eTeam Seattle, United States

    2 weeks ago

    eTeam background
    Description
    Remote work

    The Agent will liaise with other support teams to resolve requests/issues promptly. Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing. Appropriately Escalated callers who need additional assistance, admin hearing, or case reviews to an SME(Escalation Line). Maintained a precise call center database by correctly entering and verifying information and updating the contact log. Assist leadership by completing ad-hoc special projects and other call center escalations assigned by Leads/Deliver Lead.

    Basic Qualifications (Required Credentials)


    • High School Diploma or GED

    Proficiency with computers:
    Experience using the internet, email via Outlook, etc.


    • 1 year of call center environment experience
    • 2 years of Customer Service experience
    • Data entry experience
    • Listening, verbal, and written communication experience
    • Microsoft Office (Excel, Word, Outlook, and Teams) experience
    • Internet access sufficient to handle calls received via the Internet
    • Quiet and private remote work location
    • Former Transaction Processing Experience (Preferred Qualification)
    Job Responsibilities


    • Answer incoming phone calls, chats, and/or emails
    • Conduct outreach phone calls and/or emails
    • Provide outstanding customer service
    • Recognize and follow call flows with scripts
    • Research and review customer inquiries
    • Research information using multiple systems
    • Relay research findings and outcomes to customers
    • Identify and escalate appropriate issues
    • Cleary document call information and encounters in call logs
    • Recognize and alert management of risk and trends
    • Quickly transition from one task to another
    • Maintain a professional demeanor
    • Other duties as assigned
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