What are the responsibilities and job description for the Contact Center Agent (Email Support) position at CampusPoint?
Work in a fast-paced office environment processing incoming and outgoing emails, accessing, and accurately logging confidential data into client databases, and adhering to detailed procedures for email and email document processing.
Email volume fluctuates and may be very high volume at times. Successful Contact Center Email Agents seek to be part of a positive, fast-paced team, timely communicate within the team, and contribute to successful communication with class members and claimants. They can grasp both simple and complex email communication threads, research inquiries thoroughly with in-house information, address all concerns and complaints, and they accurately and efficiently complete their assigned email tasks using approved, scripted material and pre-approved processes.
Successful candidates will be focused on addressing the needs of the emailer, while being able to effectively communicate to the team when they are not able to do so. Candidates must be detail-oriented, accurate with their resulting work, and efficient. A professional attitude and willingness to learn is required, as is being prepared, knowledgeable, and flexible with changing information. Attendance and punctuality are a must!
Email processing typically revolves around the status or details regarding class action lawsuits or settlements. Email scripting, that is occasionally complex, is provided to Email Agents for responding to email inquiries. Complete adherence to approved scripting is required.
Email Agent Responsibilities
- Read and respond to incoming emails from a diverse group of Class Members and Claimants and follow detailed handling procedures.
- Learn and reference occasionally complex information, and respond appropriately using scripted, legal information.
- Use active reading skills to grasp both simple and complex email communication threads.
- Accurately learn and utilize email software, in-house databases, and scripted information appropriately.
- Understand, meet, or exceed performance metrics while maintaining excellent quality measurements.
- Participate in ongoing and project-specific training with the ability to absorb and implement new information quickly.
- Adhere to all company policies.
Requirements
CampusPoint is an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
If you need assistance or an accommodation due to a disability, you may contact us at hr@campuspoint.com or 1 206-783-9200 (ask to speak with an HR representative). The process is outlined in CampusPoint’s ADA Policy .
