Remote Customer Service Agent

hace 1 mes

Monterrey, México Connexus Resource Group A tiempo completo

Handle customer service inquiries and problems associated with the servicing of the company’s client database.
- Answer routine service calls and logs them appropriately on the computer system.
- Explain all benefits, services, and claims/reimbursement procedures.
- Understand the various computer screens and how to utilize them effectively.
- Interfaces with customers, clients, and vendors, and escalates areas of concern to the appropriated supervisory staff.
- Attends assigned training sessions for further improvement in client and customer satisfaction, client information, and job performance.
- Adheres to all company and specific company and client policies and procedures.
- Completes and work as assigned by the company, client, or supervisor/team leader.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, are taken.
- Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes; Refer unresolved customer grievances to designated departments for further investigation. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.

**Competencies**:

- Service-Oriented - shows excitement and love of service to the customer; is easily accessible, anticipates wants, needs, and expectations and seeks ways to exceed them and/or add value; gives the highest priority to addressing complaints. Serves each person in the internal customer chain; keeps promises, works as an interdependent team to focus on external customers.
- Fast & Flexible - Maintains a sense of urgency to complete tasks; works and collaborates in a dynamic environment; anticipates changes in the environment or circumstances and adapts accordingly.
- Focus on Results - Provides persistent focus on quality and continuous improvement and results; measures communicate and manages key performance/profit levels; executes quickly.
- Resiliency - Bounces back fast from disappointments and setbacks while remaining optimistic; accepts criticism and does not take it personally; maintains a high energy level and works well under pressure; learns from both successes and failures.
- Teamwork & Collaboration - Encourages collaboration and teamwork among people; shares information across and between groups; creates a sense of ownership in problem-solving by encouraging the philosophy that if there is a problem, we all own it. Encourages open discussion of ideas and opinions; listens to concerns expressed without getting defensive; works for the good of the total organization, not just own area; consult with people before making a major change that will affect them.
- Informing & communicating - Disseminates relevant plans and information to people who need them; is open and honest; follows up with people; takes a non-punitive approach to correcting issues.
- Complexity - Ability to utilize empathy, listening skills, and a courteous and helpful attitude to focus on providing quality customer service, to use strong oral and written communication skills, to adapt to a changing work environment, and the willingness to learn new skills and develop greater knowledge.
- Working Relationship - Ability to communicate with associates, customers, and clients in a professional manner, and to effectively team with peers, supervisors, and management to achieve corporate and client goals.
- Flexibility - ability to meet a flexible work schedule including nights, weekends, and holidays as business need dictates.

Pay: $350.00 - $450.00 per day

**Experience**:

- Customer Service: 1 year (required)

**Language**:

- English (required)

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