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    Call Center Specialist - Phoenix, United States - SA Technologies Inc. - Asia

    SA Technologies Inc. - Asia
    SA Technologies Inc. - Asia Phoenix, United States

    1 week ago

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    Description

    Role :

    Call Center Specialist Estimated Duration : 6+ months Location: Phoenix, AZ (hybrid) Position Description The purpose of this position is to provide support to constituents, including education administrators and staff, community members, education partners, and the Clients.

    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 answer calls and emails from constituents, provide support to constituents, assist constituents with questions or concerns that are directed towards the agency or executive leadership team and staff, and assess inbound constituent inquiries for response or transfer to the appropriate program area.

    The primary duties for this position include the following:


    • Provide information, assistance, and resources to constituents via phone and electronic means (email, HelpDesk, etc.) on topics about the Tutoring Program and other academic programs
    • Answer questions and resolve issues related to the Client constituent concerns.
    • Perform extensive first level problem resolution for constituents.
    • Escalate issues as appropriate. 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 (no jeans). Skills Required This is a full-time in-office position and requires candidate to be in -office Monday through Friday, from 8AM through 5PM, except State holidays.

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

    Customer Service:
    Knowledge of customer service principles and practices, proper phone and email etiquette, knowledge to identify and escalate situations requiring management attention, knowledge to advise constituents of resolution and/or appropriate action(s), thorough understanding of issue triage and documentation, thorough understanding of level 1 support and escalation procedures


    Communication:
    Excellent business-professional verbal, interpersonal, and written communication skills, including active listening


    Office skills:
    Proper organizing and multitasking, efficient communication with high-level individuals, attention to detail in verbal and written work, effective listening skills, knowledge of customer service confidentiality Other: Ability to move from task to task amid interruptions while maintaining a high level of accuracy; ability to follow-up and keep track of delegated tasks; ability to understand and follow documented procedures; ability to work effectively as a member of a support team

    Skills Preferred Phone:
    CISCO Finesse and CISCO Jabber multi-line experience. Bilingual (Spanish/ English), preferred. Experience Required Minimum of one year experience in assisting customers in a call center setting.

    Experience Preferred Preferred, two years of working within the field of customer service and/or prior experience utilizing an automated call management/ problem tracking system in accomplishing job responsibilities.

    Education Required Associate's degree, or higher.

    Additional Information This is an on-site position (100% in-office), candidate is expected to report on time to the Phoenix office, Monday-Friday, 8AM through 5PM, except State holidays.

    Six-month assignment from start date, with possibility to change at any time, including extension. Applicants must be currently authorized to work in the United States on a full-time basis. Backgrounds required (cannot start pending): 7-year national, criminal, sex offender.
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