Description:

Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking; Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer; Greet customers in a courteous, friendly, and professional manner using agreed upon procedures; Maintain broad knowledge of client products and/or services; Prepare complete and accurate work including appropriately notating accounts as required; Participate in activities designed to improve customer satisfaction and business performance; Offer additional products and/or services; Track, document and retrieve information in call tracking database; Deliver expert customer experiences…with a smile.