The inbound Customer Care position is a front line Call Centre role using a computerized information system. The Customer Care Agent provides detailed information and case resolution to both consumer and commercial customers for various lines of business/programs offered.. Call types include inquiries on delivery status, re-directed mail, notice card, postal code verification, rates, program enrollment, account set-up and maintenance and other general requests for consumer and commercial customers. Contact is generally inbound and may have an outbound call back component, additional contact is made via email.
SPECIFIC RESPONSIBILITIES
• Receives calls from consumer or commercial customers and provides detailed information and case resolution for various lines of business
• Possess a thorough knowledge of the programs and processes and provides detailed information to both consumer and commercial customers
• Has fluency in responding to common questions asked by customers
• Provides problem resolution on assigned areas
• Reads and researches relevant materials and resources to stay current in program
• Utilizes prescribed quality call handling processes
• Required to meet specific performance standards
• Serves to improve customer product knowledge
• May perform some outbound follow up as required
• Initiates customer fulfillment requests via standard procedures
• Answers customer questions using formatted screens, scripts and procedures
• Reads and researches relevant materials and resources to stay current in product / program knowledge
Must be fully flexible to work hours of operation- Mon to Fri 630am-Midnight Sat/Sun 630-9- 40 hours per week.
Minacs is an Equal Opportunity, Affirmative Action Employer We thank all applicants; however, only those under consideration will be notified
