Customer Care Agent - Tier 2

Job Description

Receives inbound, and responds to outbound, customer contacts including but not limited to voice, emails and online chat; provides information.

DUTIES AND RESPONSIBILITIES:

• Handles Tier 2 customer contacts, escalated contacts from Tier 1 Agents, and overflow customer contacts including but not limited to voice, emails and online chat; listens actively to determine customer needs and answers questions. Demonstrates courtesy, patience and professionalism while providing information to customers.
• Provides first contact resolution as appropriate; confirms customer understanding of complex issues requiring advanced research; resolves inquiries in accordance with Customer Care Center service standards and guidelines.
• Works collaboratively with other Customer Care Agents, Supervisors and Management; determines which inquiries should be escalated or transferred and routes inquiries in a timely manner.
• Identifies and reports unusual or repetitive customer inquiries, complaints or areas of misinformation to Lead Agents and Supervisors.
• Documents and monitors the status of outstanding problems and ensures they are resolved; creates a record of the type of contact in a computerized tracking system for referral and historical purposes.

QUALIFICATIONS

• High school or equivalent (Required)
• English (Preferred)

Skills