What are the responsibilities and job description for the Contact Center Agent - Remote position at Access Point?
What you'll do:
The LBS Contact Center Agent will interact, on a daily basis, with Lifepoint employees, contractors, and suppliers, via telephone, email, or chat. Topics of conversation with current or past LPNT employees will include payroll, timekeeping, employee information changes, benefits, retirement, purchasing, accounts payable, travel & expense inquiries, and inventory management. External vendors and suppliers will seek guidance on purchase orders, billing, payment status, and other topics.
Responsibilities:
- Answers inbound calls, chats, and emails, in alignment with identified process as well as service level goals
- Accurately collects and/or validates client information in Five9, Servicenow, and other applications.
- Uses professional communication etiquette and listening skills to assist clients with their needs.
- Builds a safe and trustworthy environment with clients, by utilizing both scripted and non-scripted communication methods.
- Addresses the client’s question(s) in a satisfactory manner, including showing the client how to self-serve for when a similar need arises in the future.
- De-escalates situations involving dissatisfied clients, offering assistance in a patient and supportive manner.
Qualifications
What you’ll need:
Education:
- High School Diploma/GED required. Associate’s degree, Bachelor’s degree, and/or equivalent experience preferred.
Qualifications:
- Three or more years of call center customer service experience
- One year or more experience working remotely
- Wired High Speed internet with download speed of at least 100 MBPS and upload speed of at least 20 MBPS
Benefits: We offer an excellent total compensation package, including a competitive salary and benefits. Some of our benefits include 401k, flexible PTO, generous Employee illness benefit (EIB), medical, dental, vision, tuition reimbursement, and an Employee Assistance Program. We believe that happy, healthy people have a passionate engagement with life and work and have designed our package to enhance your wellbeing.