We are looking to hire multiple Contact Center Representatives in our Oakbrook Terrace location. These positions are needed immediately.
ESSENTIAL DUTIES & RESPONSIBILITIES • Identify caller’s needs and respond in an accurate and timely manner. When necessary, research and resolve problems; investigate and assist in the correction of errors. • Communicate effectively and efficiently. Provide excellent, high quality, customer service to members. • Maintain records and document call information as directed. • Maintain current knowledge of the operation of all other departments. • Correspond appropriately to routine written inquiries and requests received via various electronic channels and respond on the appropriate messaging channel. . • Maintain a work progress that meets the service goals established by the Member Services Manager. • Communicate areas of difficulty and problems with supervisor and manager; communicate pending problems to appropriate staff • Adhere strictly to “Log–On” schedules • Special projects and other related duties when assigned • Support achievement of the organization’s Journey of Excellence, Vision and Strategic Objectives. • Demonstrate willingness and agility to learn and utilize new tools for Contact Center technologies as they are implemented.
Administrative • Provide administrative support to Member Services Department as needed. • Work with the Contact Center Analysts as needed for continuous process improvements. • Assist in clerical duties. • Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience Associate degree plus 1 years of customer service or pension plan administration experience. (Preferred) OR One year of customer service experience.
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