Job Description :
Position: Call Center Representative Location: Charlotte, NC/Dallas, TX Job Type: Fulltime The Service Delivery Consultant is responsible for answering and handling inbound calls from assigned client. The Service Delivery Consultant is accountable for answering all concerns and questions while providing excellent customer service. The Service Delivery Consultant will be responsible for providing professional, knowledgeable, helpful, courteous, and responsive customer service. Position Requirements: Assist customers with a wide variety of questions via information accessed through the computer. Review employee accounts and answer questions based upon established policies and procedures. Maintain current knowledge of assigned programs and services through on-going classroom and computer-based programs. Possess the ability to troubleshoot complex issues with little guidance Possess a high degree of tack, diplomacy and professionalism when dealing with all types of customers Possess the ability to work under pressure in a call center environment Possess exceptional conversational and problem-solving skills Ability to multitask and be able to diffuse difficult situations Possess the ability to decipher and articulate the customer perspective so that the customer's needs and concerns are accurately and empathetically addressed Excellent interpersonal and telephone communication skills Perform additional tasks as directed. Essential skills and experience College degree or Junior College degree in addition to 1- year full time customer service related experience in financial services and/or health care industry High School diploma or equivalency and 3 years customer service related experience in financial services and/or health care industry. Ability to multi-task (talk and type at the same time) and use multiple applications Excellent interpersonal, verbal, written and listening communication skills Proficient use of the Microsoft Suite, Windows applications and Lotus Notes while focusing on multi-tasking using several windows applications at once while assisting a customer Ability to provide outstanding customer service while ensuring that the customer's questions, issues and concerns have been satisfied Computer literate with the ability to learn customer service software applications Ability to be flexible, adaptable and dependable in an environment constantly upgrading/enhancing service/technology capabilities to its' customers Flexibility to work specified shift and extended hours as necessary