Contact Center Agent

College of American Pathologists; Northfield Township (IL); On-site; USD 33,000 - 41,000; Full time

Job summary

College of American Pathologists is seeking a Contact Center Agent to deliver frontline service to CAP customers and members from our Northfield, IL office. The role requires investigating inquiries received by phone, fax, email or written correspondence and resolving them with accurate product knowledge.

You will use systems such as SCORES, Sharepoint, Salesforce and Talkdesk to research issues, maintain records, handle billing questions, and build relationships with high-value customers while

Qualifications

• Excellent verbal and written communication skills.
• Ability to exercise independent judgment.
• Ability to multitask in a high-pressure environment.
• PC skills mandatory.

Responsibilities

• Receive, investigate, and resolve customer inquiries originating from phone, fax, written correspondence and email, concerning all CAP services and products.
• Respond to customers using the customer’s preferred method of communication: phone, fax, written correspondence, or email.
• Have a thorough knowledge of all CAP products including but not limited to: Proficiency Testing (Surveys & Anatomic Pathology Education Programs), Laboratory Accreditation, Publications, Performance Analytics Dashboard, Membership and Education.
• To investigate and fully resolve customer/member needs to efficiently utilize software applications, including SCORES, Sharepoint, Salesforce, Talkdesk, CAP Website, the Internet, Precision, Product Dashboard, e-LAB Solutions, Word, Excel, Microsoft Outlook.
• Facilitate customers’/members’ billing inquiries, regarding pricing, invoicing, making and applying payments, credit holds, etc.
• Communicate across all lines of the organization to research and resolve customer concerns.
• Maintain accurate records of transactions.
• Develop a thorough knowledge of new products.
• Function as direct contact to select Gold Customers and establish a personal relationship to enhance their CAP experience.
• Be informed and respond to emergency/Code Blue situations quickly and professionally to ensure service continuity.
• Be alert to customer concerns that require escalation and forward these concerns to appropriate management staff.
• Participate in special projects.
• Perform other duties as assigned.

Skills

Verbal communication

Written communication

Independent judgment

Multi-tasking

Problem solving

Customer service

High-pressure tolerance

PC skills

Education

College degree preferred

Computer and communication courses

Tools

SCORES

Sharepoint

Salesforce

Talkdesk

CAP Website

Internet

Precision

Product Dashboard

e-LAB Solutions

Word

Excel

Microsoft Outlook

Job description

Brief Description

The Contact Center Agent is responsible for:

• Providing front line service to CAP customers and members.
• Under limited supervision, utilizing problem solving techniques and independent judgment, and conveying accurate technical information to customers and members to maintain a high level of service, within established guidelines.

Specific Duties

Primary duties and responsibilities of the Contact Center Agent:

• Receive, investigate, and resolve customer inquiries originating from phone, fax, written correspondence and email, concerning all CAP services and products.
• Respond to customers using the customer’s preferred method of communication: phone, fax, written correspondence, or email.
• Have a thorough knowledge of all CAP products including but not limited to:

• Proficiency Testing (Surveys & Anatomic Pathology Education Programs),
• Laboratory Accreditation,
• Publications,
• Performance Analytics Dashboard,
• Membership and Education

• To investigate and fully resolve customer/member, needs to efficiently utilize software applications, including:

• SCORES,
• Sharepoint,
• Salesforce,
• Talkdesk,
• CAP Web Site,
• the Internet,
• Precision,
• Product Dashboard,
• e-LAB Solutions,
• Word,
• Excel,
• Microsoft Outlook.

• Facilitate customers’/members’ billing inquiries, regarding pricing, invoicing, making and applying payments, credit holds, etc.
• Communicate across all lines of the organization to research and resolve customer concerns.
• Maintain accurate records of transactions.
• Develop a thorough knowledge of new products.
• Function as direct contact to select Gold Customers and establish a personal relationship to enhance their CAP experience.
• Be informed and respond to emergency/Code Blue situations quickly and professionally to ensure service continuity.
• Be alert to customer concerns that require escalation and forward these concerns to appropriate management staff.
• Participate in special projects.
• Perform other duties as assigned.

Knowledge/Skills Required/Preferred

Personal:

• Excellent verbal and written communication skills.
• High level of tact and discretion.
• Able to exercise independent judgment.

Professional:

• Excellent problems solving skills.
• Able to multi-task.
• Able to comprehend quickly and communicate complex material clearly.
• Able to function in a high-pressure environment.
• Customer service orientation.

Technical:

• PC skills mandatory

Education/Experience

Education:

• College graduate preferred.
• Computer and communication courses.

Experience:

• Familiarity with Microsoft Word.
• One year experience in a service environment preferred.

Related certifications:

• N/A

Additional Criteria

• Candidates must reside within 75-miles of the Northfield, IL office and meet in office requirements.
• Salary: $24.00 - $30.00/hourly