Customer Experience Agent
Nesco Resource ·nescoresource.com
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Customer Service is an integral part of our organization. The Customer Experience Agent renders extraordinary customer service and is responsible for providing account details, articulating product information, and promoting programs to tax professionals and their clients.
Essential Job Functions:
Excellent communications skills
Ability to quickly navigate through system applications to obtain and provide accurate account information
Answer all incoming calls in 30 seconds or less
Answer 50 or more inbound calls daily
Perform outbound call campaigns to existing customers
Complete customer request forms
Document each incoming and outbound call for trend analysis
Alert leadership of any customer issues or staff incidents occurring in the call center
Manage multiple customer interactions while maintaining accuracy
Work well in busy high stress environment
Maintain overall call volume and service levels at 90% or above
Maintain a monthly Quality Call Monitor average of 90% or above
Perform other duties as assigned
Job Qualifications:
High school diploma or GED is required
Proven experience in a call center environment
Experience in a financial or banking environment is preferred
Computer and data entry skills required
Proficient verbal and written skills required
Proficiency in Excel spreadsheets a plus
Prior experience using chat or email as customer response channel a plus
Bilingual is desired
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.