Job Details
**Job Track Description: Full-time, onsite (E.Lansing, MI) $18/HR Benefits, Background, fingerprinting, High school diploma is required. 2 years experience in call center and customer service.**
+ Performs business support or technical work, using data organizing and coordination skills.
+ Inbound and outbound calls.
+ Use multiple computerized systems and multi-tasking.
+ Inform callers about services available for resolutions promptly.
+ Performs tasks based on established procedures.
+ In some areas, requires vocational training, certifications, licensures, or equivalent experience.
**General Profile/Requirements**
+ Expands skills within an analytical or operational process.
+ High school diploma, must be 18 years of age.
+ undergo a Background and fingerprinting.
+ 2- years experience in call center and customer service.
+ Maintains appropriate licenses, training, and certifications.
+ Applies experience and skills to complete assigned work.
+ Works within established procedures and practices.
+ Works with a moderate degree of supervision.
**Functional Knowledge**
+ Has developed skillset in a range of processes, procedures, and systems.
**Business Expertise**
+ Supports the achievement of company goals by integrating teams for the best outcome.
**Impact**
+ Impacts a team through the quality of services and information provided.
+ Follows standardized procedures and practices and receives moderate supervision and guidance.
**Leadership**
+ Has no supervisory responsibilities.
+ Manages own workload.
**Problem-Solving**
+ Ability to problem solve, self-guided.
+ Evaluates issues and solutions to provide the best outcome for the client and end-users.
**Interpersonal Skills**
+ Exchanges information and ideas effectively.
**Responsibility Statements**
+ Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
+ Identifies customer needs by referring to case notes and examining each as a specific case.
+ Performs routine call center activities concerning business products and services.
+ Uses standard scripts and established guidelines and under supervision, to meet SLAs.
+ Provides customers with information that is specialized and communicated in a warm empathetic manner.
+ Gathers all necessary information to update the database.
+ Escalates issues to senior levels, based on complaints or concerns.
+ Explains company policies to customers.
+ Performs other duties as assigned.
+ Complies with all policies and standards.