Join Our Team at American Customer Care Platteville
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Platteville Lead Agent
Platteville, WI
Job Description:
Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information to other agents. As a lead agent, you will be reporting directly to your assigned Team Lead for the program. You will support your Team Lead by driving performance of the agents under your individual team. You must always role model the behaviors expected of someone in a management position. You will also fill in for the Team Lead when they are not in.
Duties:
Handle customer inquiries both telephonically and by email
Manage and resolve customer complaints
Provide customers with product and service information
Enter new customer information into system & update existing customer information
Process orders, forms and applications
Identify and escalate priority issues
Handle supervisor calls
Follow all PCI compliance procedures when handling customer information
Assist the team leader in the day to day activities of the team
Mentor new hires and help them acclimate to the call floor
Step into the team leader role when the team leader is not available
Key Competencies
Verbal and written communication skills
Listening skills
Problem analysis and problem solving
Organizational and attention to detail
Adaptability and flexibility
Team work
Resilience
Above average attendance
Great attitude both positively and professionally
Education and Experience
High school diploma or equivalent
Proficient in relevant computer applications
Required language proficiency
Knowledge of customer service principles and practices
Knowledge of call center telephone and technology
Some experience in a call center or customer service environment
Good data entry and typing skills
Knowledge of administration and clerical processes