Customer Service Consultant

Talentify; Cincinnati (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Talentify is seeking a customer service representative to research, analyze, and resolve client service requests and complaints. The role involves answering questions about existing contracts and products, providing accurate information, and handling inquiries via phone, email, or chat.

Responsibilities include making outbound follow-up calls, processing policy-related transactions, and maintaining documentation in Salesforce.

Qualifications

• High School Diploma GED is required.
• Proven experience managing and resolving client issues.
• Demonstrated experience providing excellent service.
• Demonstrated experience working effectively within a team.
• Previous contact center experience preferred but not required.
• Provide examples showing accuracy in high-volume work and multiple duties.
• Provide examples showing flexibility to meet department demands.
• Excellent verbal and written communication skills with proper punctuation, diction and style.
• Ability to prepare correspondence, reports and forms using prescribed formats.
• Ability to receive, organize and manage large amounts of diverse information and documentation.
• Must handle confidential information discreetly.
• Working knowledge of word processing applications.

Responsibilities

• Reviews, researches and analyzes policy data to resolve inquiries via telephone, written correspondence, email or online chat.
• Answers client inquiries or concerns with accurate information about contracts and products.
• Provides professional service and makes independent decisions, escalating to management when needed.
• Conducts outbound calls to follow up on prior client concerns.
• Manages status requests and resolves questions that do not require a licensed representative.
• Maintains Salesforce Customer First Platform records and uses administration systems to service clients.
• Develops positive relationships with internal and external clients.

Skills

Client issue resolution

Excellent service

Teamwork

Communication skills

Attention to accuracy

Education

High School Diploma GED

Tools

Salesforce

Job description

Overview

Establishes with clients by researching, analyzing and resolving service requests and complaints. Effectively answers questions related to existing contracts and products providing accurate, detailed and complete information. Works with minimal supervision and is empowered to make an established range of decisions; escalating issues to the team lead or manager when necessary. Is expected to utilize critical thinking skills to resolves issues and de-escalate client interactions, escalating to manager when appropriate. Performs duties as determined by CRC leadership based on workload and assigned resources.

Responsibilities

What you will do:

• Reviews, researches and/or analyzes necessary policy data in order to resolve client inquiries or concerns via telephone, written correspondence, email or online chat.
• Answer/respond to client inquiries or concerns via telephone, written correspondence, email or online chat. Gathers, researches and analyzes policy information to provide accurate information to each client.
• Provides professional and courteous service, making independent decisions regarding client requests and resolving client concerns, recognizing the need to elevate situations to management as required.
• Conduct outbound calls to follow up on previous client concerns to ensure issues are resolved accurately and timely.
• Manage status requests and resolve questions that do not require assistance from a licensed representative.
• Analyze and service assigned products within the Western & Southern Life portfolio.
• Makes independent decisions regarding customer requests, and processes policy transactions on administrative systems as necessary.
• Maintains accurate information and documentation in Salesforce Customer First Platform.
• Utilize multiple administration systems to service clients.
• Develop and maintain positive working relationships with internal and external clients.
• Process all work requests received from various departments within established service levels.
• Process credit card payments and accurately record credit card information received from customers.
• Retreives and records voice mail messages and refers to appropriate associate to process.
• Gather requested information and completes any forms necessary to comply with client requets for service.
• Make outbound calls to prospective clients to conducate a Personal History Interview (PHI).
• Identify system or procedural problems and recommend improvements to benefit clients or associates.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma GED. - Required
• Proven experience managing and effectively resolving client issues. - Required
• Demonstrated experience providing excellent service. - Required
• Demonstrated experience working effectively within a team - Required
• Previous contact center experience preferred but not required. - Preferred
• Must provide examples from work experience of maintaining high degree of accuracy associated with high volumes of work and/or multiple duties. - Required
• Must provide examples from work experience demonstrating flexibility to meet department demands. - Required
• Possess and display excellent verbal and written communication skills with ability to convey information to internal and external clients in a clear, focused and concise manner while following proper rules of punctuation, diction and style. -
• Ability to prepare correspondence, reports, and forms using a prescribed format. Experience must include strong telephone communication and etiquette skills. -
• Demonstrated ability to receive, organize and manage large amounts of diverse information and documentation. -
• Must be able to handle confidential information in a discreet manner. -
• Working knowledge of word processing applications. -

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None