Member Care Specialist - Multichannel Support Pro

Infinite Computer Solutions; United States; On-site; USD 19,000 - 28,000; Full time

Job summary

Infinite Computer Solutions is seeking a Customer Service Representative to join the Contact Centre team. This role handles inquiries across phone, email, chat, and SMS, delivering high-quality service and a positive member experience.

Responsibilities include meeting attendance and performance targets, documenting interactions in CRM, and following client guidelines to resolve issues promptly. Effective communication across channels is essential for success.

Qualifications

• Proficiency with computer systems and CRM tools.
• Connection must be hardwired (Ethernet) - Wi-Fi is not acceptable.
• Internet speed: 100 Mbps download / 20 Mbps upload (recommended: dbl).
• Need call center experience with inbound and outbound.
• Ability/willingness to thoroughly review and then follow detailed instructions from leadership.
• Ability to multitask across multiple communication channels.
• Strong problem-solving and issue resolution capabilities.
• Self-reliant with proactive online research to answer questions.
• Customer-focused attitude with a positive, upbeat tone.

Responsibilities

• Achieve Targets: Meet attendance, schedule adherence, and performance goals (e.g., outcomes, quality score, NPS).
• Software & System Proficiency: Use CRM systems and telephone systems to handle interactions.
• Documentation: Accurately document customer interactions per client guidelines in CRM/case management systems.
• Multichannel Communication: Handle inbound and outbound calls; respond to chats, emails promptly.
• Issue Resolution: Resolve or escalate customer issues quickly with service excellence.
• Collaboration: Apply coaching to improve call flow and quality.
• Policy Adherence: Follow SOPs and use knowledge bases effectively.
• Electronic Communication: Encourage customers to use electronic methods where possible.
• Schedule Adherence: Maintain attendance and adhere to published schedule.

Skills

CRM tools

Hardwired Ethernet

High-speed internet

Call center experience

Instruction-following

Multitasking

Problem-solving

Self-reliance

Customer focus

Job description

Infinite Computer Solutions is seeking a Customer Service Representative to join the Contact Centre team. This role handles inquiries across phone, email, chat, and SMS, delivering high-quality service and a positive member experience.

Responsibilities include meeting attendance and performance targets, documenting interactions in CRM, and following client guidelines to resolve issues promptly. Effective communication across channels is essential for success.