Responsibilities

• Review client feedback to ensure all work is complete and of acceptable quality.
• Develop and maintain positive client relations as required to ensure superior client satisfaction.
• Analyze data from multiple sources to identify the cause of client escalations; provide reporting and recommendations on the root cause of escalations.
• Review disputes and escalations; communicate with other teams within the department to reach resolutions.
• Research customer issues using the company's web-based systems and databases.
• Manage real-time inquires while keeping track of and responding to commitments.
• Provide information to leadership, peers and subordinates by telephone, electronically, or in person.
• Create special reports for leadership and the client, provides analysis on performance trends.
• Log and track incidents.
• Demonstrate professionalism in communication, relationship development, customer service, etc..
• Assist in training team members; provides coaching and constructive feedback as necessary.
• Provide market intelligence feedback to maximize client satisfaction and to ensure strategies and policies are in place to attract and retain clients
• Shift flexibility may be required
• Foster a positive team environment
• Ensure confidentiality and accuracy of internal and external data
• Perform ad-hoc projects and other duties as assigned

Professional Skills

These are the professional skills we would expect from an individual fully established in this role.

• Customer Service - ADVANCED
• Verbal Communication - ADVANCED
• Written Communication - ADVANCED
• Teamwork – PROFICIENT
• Relationships – PROFICIENT
• Organizational Awareness - PROFICIENT
• Learning Agility - PROFICIENT
• Problem Solving – ADVANCED
• Process Orientation – PROFICIENT
• Prioritization - PROFICIENT

Role Specific Skills

• A solid understanding of escalation root causes and client Service Level Agreements (SLAs)
• Computer Skills: proficiencies in Microsoft Word, Excel, Outlook are required

Qualifications

    Minimum Qualifications

• High school diploma is required
• A minimum of 4 years’ experience in customer service call center environment required

    Other Relevant Qualifications

• Bachelor’s degree preferred

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Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.