Contact Center Customer Service Inbound/Outbound II

COMPANY DESCRIPTION

Our vision at Headway Workforce Solutions is to set the standard for the Human Capital profession by sourcing, recruiting and placing great people with great companies. Headway‘s client focused approach provides both job seekers and employers with a high-touch, best-in-class service model.

At Headway, we strive to be a job seeker‘s career agent by guiding, advising and placing them in the best positions and organizations based on their particular goals.

At Headway, our Character , Commitment and Passion , to both candidates and clients, are the foundation of the company's culture. These principles allow our employees to be more responsive, flexible and customer-centric so we can focus on building strategic value for our client-partners human capital.

JOB DESCRIPTION

We're currently seeking a Contact Center Customer Service Inbound/Outbound II for a contract opportunity in Lynchburg, VA with our partner, a leading financial services provider with an expanding global presence. This is a great opportunity to work with a company committed to recognizing and developing the individual success of its employees.

Daily Responsibilities Include:

• Services Annuity Customer Service customer inquiries via incoming phone calls and written correspondence
• Proven ability to diffuse escalated situations through ownership of effectively analyzing, partnering and resolving complex customer related issues
• Proven ability to rely on pre-established guidelines to perform the primary functions of the job with minimal supervision
• Focused on providing outstanding service delivery through effective communication with our customers on the telephone and via written correspondence.
• Demonstrates consistent ownership and initiative in call follow-up, documentation, & work item management.
• Initiates daily contact with our internal and external customers, working to simplify and explain complexities of our products & processes
• Responsible for maintaining accurate product & process knowledge as well as staying abreast of regulatory updates
• Review, analyze and process written requests and documents as required
• Updates and ensures integrity of customer accounts including history
• Educates customers about their products features as well as self-service functionality via the IVR and web.
• Perform at or above individual quality, productivity and timeliness standards set by the business.
• Achieve positive team goals and results by adaptation to varying work schedules, improving through feedback, participating in teams and maintaining strong/ongoing relationships with customers and teammates

Qualifications:

• High school diploma or equivalent required
• Solid PC and typing skills
• Excellent interpersonal, verbal, listening and written communication skills
• Adaptable to a constantly changing environment
• Above average Math and English skills.
• Ability to work well within a team structure to accomplish goals.
• Willingness to develop and maintain professional growth.
• Ability to work in a high volume/fast paced environment

Preferred Qualifications:

Bachelor's Degree

ADDITIONAL INFORMATION

• This is a 12+ month contract position
• Maximum starting pay rate is $12.45/hr, depending on experience
• Ability to work all hours between 8:30 AM - 5:00 PM