JOB TITLE:              Customer Service Agent I

DEPARTMENT:      Operations

REPORTS TO:         Supervisor

FLSA STATUS:        Non-Exempt

OUR GUIDING PRINCIPLES:  

Make every interaction Count 

Act with Respect and Integrity 

Demonstrate Passion for Continuous Improvement 

Be Worthy of Trust from all Stakeholders 

OVERVIEW: 

The Customer Service Agent I is responsible for supporting one or more clients with customer inquiries and support while demonstrating our core values. This position also updates the Company or external database(s) with all appropriate information. This position supports all quality assurance efforts and Program criteria, while dialing out, taking inbound calls, and email.  

ESSENTIAL FUNCTIONS: 

• Demonstrates ability to work in accordance with the Company's Guiding Principles.  
• Resolves customer's inquiries and concerns in accordance with the client and company policies. 
• Provides customer support through email, text, and phone calls. 
• Complete and pass an eQIP background check upon being hired and every 5 yrs. 
• Follows strict work instructions and SOPs that may vary. 
• Adapts to continual changes to work instructions and proceduresâ?¯as needed. 
• Meets expectations for all balance scorecard metrics; demonstrates improvement over time. 
• Follows proper escalation procedures for unsolved customer requests. 
• Maintains productivity in accordance with support program and company standards. 
• Attends and participates in team meetings and required training sessions. 
• Provides mentoring to other CSRs as needed. 
• Follows all safety, ethics, human resources and security policies and procedures. 

• Regular and consistent attendance is an essential function of the job. 

   

SUPERVISORY RESPONSIBILITY: 

No supervisory responsibility. 

EXPECTED WORKDAYS/ HOURS: 

This position requires full, flexible availability including evenings and weekends as needed. 

QUALIFICATIONS: 

• High school diploma or equivalent required.
• College degree preferred.
• 1-3 years of customer service experience required. 
• Must be 18 years of age or older.

OTHER DUTIES: 

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. 

EQUAL EMPLOYMENT OPPORTUNITY 

The company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER