Description

• Collaborate cross-functionally with other employees and departments as needed to identify and improve our road safety programs and offering.
• Handle a large volume of inbound and outbound calls, chats, and emails in a timely manner.
• Follow communication scripts, client policies and procedures, account statuses.
• Happily assist fellow employees with communication skills and job knowledge, including training, shadowing, role playing, and professional feedback.
• Identify opportunities to improve customer experiences and call outcomes.
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.
• Maintain ownership of calls throughout the lifecycle of a callers request, including follow up or escalation when requested or necessary.
• Identify customer needs, provide relevant information, demonstrate empathy and professionalism.
• Accurately summarize the nature of each call and pertinent facts about unsatisfied customers.
• Attend training sessions and practice independent learning to build and continuously sharpen your skills and knowledge in conflict resolution, client policies and procedures, phone system usage, and account databases.

Requirements

• Capacity to understand the customer perspective while providing services
• Preferred GoTo Contact Center experience
• REQUIRED BILINGUAL: English and Spanish;
• Strong active-listening and verbal communication skills
• Ability to multitask and manage time effectively
• 1 – 3 years experience in a call center or customer-support role

Benefits

• Holidays and paid time off
• Competitive salary
• 401k with employer match
• Medical, dental, and vision plans

Training + Development

Interview process

Visa Sponsorship

Security clearance