CUSTOMER IMPACT STATEMENT:
Customer Service & Document Support must be knowledgeable of company services and policies to assist callers with inquiries, complaints, or problems. Participle in campaign leads as needed. Meeting daily quotas. Speak to customers, listen, gain a better understanding of the customers’ needs, and offer possible solutions. Work closely with other specialists to provide outstanding service, meet the department’s daily quotas and handle a high volume of inbound, outbound calls, or both, and should seek to create a positive experience for each caller. You should also be able to communicate effectively at all levels and escalate issues appropriately. Demonstrate passion and dedication. Willing to assist wherever possible and often fill roles that fall outside of their area of expertise whenever required. Prepare all documents and provide all services that the company provides to our clients from Taxes Preparation to Child Support Petition to Life Coach Specialists and more daily.
PRIMARY DUTIES AND RESPONSIBILITIES (including but not limited to):
Executing all tasks assigned by the Client Service and Document Support Specialist Lead or Manager diligently, on schedule, and to the highest standard.
Working with other document specialists to achieve daily, weekly, and monthly department quotas.
Knowledge of client prices, products, services, company policies, mission, and values to encourage efficiency and consistency when translating mentioned information to clients.
Answering or making calls to clients to learn and address their needs, complaints, or other issues with our products or services.
Utilize CosmoLex to track, record, and manage customers’ inquiries.
Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that client’s feel supported and valued.
Active listening to callers, confirming or clarifying information, and diffusing angry clients, as needed. Building lasting relationships with clients and other call center members based on trust and reliability. Utilizing software, databases, scripts, and tools appropriately.
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
Making sales or recommendations for products or services that may better suit client needs.
Taking part in training and other learning opportunities to expand knowledge of the company and position. Adhering to all company policies and procedures.
Participating in meetings and voicing concerns as well as suggestions for improvement.
Answering or escalating concerns and queries from clients or other stakeholders.
Completing a range of administrative tasks.
Maintaining a high level of professionalism while representing the company.
Expand your skills by attending workshops and training sessions.
Effectively manage your time by prioritizing urgent tasks.
Preparing all documents and providing all services, we provide to the community.
Gaining knowledge of any rules, regulations, or procedures of any documents or services needed to prepare any documents we prepare and any services we provide.
QUALIFICATIONS:
Education: Must hold a high school diploma or GED. Certification in customer service and a legal secretary certification is a plus but not a must.
Experience: Two to five years of experience in data entry, working in a team environment
would be an advantage
Training: CosmoLex Adobe Reader Pro, Dispute Fox, Egnyte, and more.
Skills: Excellent time management and interpersonal skills, a self-starter with a positive attitude, and the ability to always remain professional.
Licenses: Valid driver’s license
Physical Qualifications: Sitting, standing, talking, hearing, reading, math, lifting 20 lbs.
Reference : Customer Service & Document Specialist Support jobs
Source: http://jobrealtime.com/jobs/technology/customer-service-document-specialist-support_i16873
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