What are the responsibilities and job description for the Contact Center Email Agent position at FlexStaff?
Contact Center Email Agent
New Hyde Park, NY
M-F, full time
FlexStaff is seeking a Contact Center Email Agent for our client, a company located in New Hyde Park, Long Island, that handles the most reliable and comprehensive class action administration resources for their clients.
Job Summary:
We are seeking a detail-oriented Contact Center Email Agent to join a fast-paced team. In this role, you will be responsible for processing a high volume of emails, accurately logging confidential data into client databases, and adhering to strict procedures for email and document processing. You will play a crucial role in communicating with class members and claimants regarding class action lawsuits and settlements, using approved scripts and pre-approved processes. Successful candidates thrive in a dynamic environment, possess excellent communication and time management skills, and are committed to providing exceptional customer service.
Responsibilities:
- Read and respond to a high volume of incoming emails following detailed handling procedures.
- Utilize provided scripts to address inquiries regarding legal information related to class action lawsuits and settlements.
- Analyze and interpret complex email threads, ensuring all concerns and complaints are addressed thoroughly and accurately.
- Accurately input and maintain confidential data within client databases.
- Consistently meet or exceed performance metrics related to email volume and quality.
- Participate in ongoing training and quickly implement new information and procedures.
- Adhere to all company policies and maintain strict confidentiality.
Qualifications:
- Exceptional written communication skills with a strong focus on detail and accuracy.
- Proven ability to adhere to strict scripts and procedures.
- Strong active reading and comprehension skills.
- Ability to process a minimum of 10 emails per hour in complex databases and 15-20 emails per hour in other databases.
- Proficiency with computers, email software, and database navigation.
- Excellent time management and decision-making skills.
- Ability to adapt to changing information and learn new tasks quickly.
- Professional attitude and commitment to providing high-quality customer service.
- Punctual and reliable attendance.
- Experience in a contact center or customer service environment.
- Familiarity with legal terminology and class action lawsuits.
- Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member’s base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).
