Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)


• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer


• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  


• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures


• Maintain basic knowledge of client products and/or services
  


• Prepare complete and accurate work including appropriately notating accounts as required
  


• Participate in activities designed to improve customer satisfaction and business performance