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Call Center Customer Services Rep
Ref No.: 18-06719
Location: El Paso, Texas
Our client, a HR Management Organization located in El Paso, TX is looking for Call Center Customer Service Rep (Call Center)
 
Overview:
  • This role will assumes ownership of customer’s interactions by partnering with key stakeholders to provide expertise, through inbound calls, outbound calls, and email.
  • Must have previous Call Center experience
 
Job Description:

Client Support (CS) Consultants will act as a small business advisor by engaging customers in conversations that lead to anticipating their needs throughout the business lifecycle.
 
  • This will be accomplished by identifying, defining, and assessing clients.
  • Acts as a small business advisor to customers by understanding the full offering of the client’s Human Capital Management Solutions and how they would be utilized by customers and their employees.
  • Consultatively identifies opportunities in our customers’ current processes and provides support for the client’s products which may include, but not limited to: RUN Payroll, EZ Labor Manager, HR services.
Day to Day Duties:
  • Assumes ownership of customer’s interactions by partnering with key stakeholders to provide expertise, through inbound calls, outbound calls, and email.
  • Identifies and refers additional business opportunities to help increase customer satisfaction and value.
  • Recognizes internal and external trends based on customer interactions and offers solutions that benefit both customers and the client.
  • Takes initiative to impart all of the client’s standard practices and policies in a way that support the customer’s interests and business needs.
  • Demonstrates the ability to prioritize and efficiently manage and document customer issues while consistently meeting business performance metrics. Leverages Human Capital Management Solution expertise to ensure customer expectations are exceeded.
  • Committed to ensuring one call resolution is provided as often as possible.
  • Exhibits effective and impactful listening skills, excels in verbal and written communications with both external customers and internal teams.
  • Effectively transmits, receives, and interprets information by using key concepts, tools and techniques including: proper phone and email etiquette.
  • Provides accurate and timely communication with external customers and across internal teams by setting the appropriate expectations and providing pertinent information.
  • Demonstrates positivity and considers the impact of individual actions.
  • Must always adhere to the client’s Security processes, procedures, and Sarbanes Oxley requirements.
  • Demonstrates zeal for new information, knowledge, and experiences.
  • Takes ownership of self-development by seeking and capitalizing on learning opportunities.
  • Pursues training programs designed to enhance service skills, including but not limited to professional certifications.
  • Keeps up-to-date and proficient on payroll, tax, legal regulations and new product enhancements via in-house training, seminars, and internal documentation.
  • Stays current with technological advances and offers innovative insights.
  • Must demonstrate positivity, energy, engagement, leadership by example, and be willing to take on stretch assignments as needed.
  • In addition, the individual must have the experience, knowledge and accountability to resolve complex technical issues, seldom escalating to management and proactively assisting co-workers.
Please feel free to contact Sean Eiler about this opening at seiler@diversant.com, 415-230-5589.  (NO 3RD PARTIES PLEASE)