What are the responsibilities and job description for the Call Center Representative position at Mindlance?
Job Title: Call Center Representative
Location: New York, NY
Schedule: 8:00 AM-4:30 PM
General tasks and responsibilities will include:
Provide professional and quality customer service to employees through adherence to the department’s scripts, and in compliance with corporate policies and procedures
Use Cisco-Finesse VoIP application to manage inbound and outbound calls in queue and to optimize employee experience
Respond efficiently and accurately to callers explaining possible solutions and ensuring the employee feels supported
Utilize knowledge base to resolve inquiries
Guide callers through troubleshooting and navigation assistance with ESS, MSS and ERC webpages
Complete payroll and timekeeping related forms
Identify, prioritize and escalate complex issues and provide follow-up/closure
Create and maintain Service Now tickets to ensure efficient handling and prompt response
Participate in trainings and stay updated on applicable software, policies and procedures
Maintain performance and quality standards based on established call center metrics
Perform other related duties and special projects as assigned by the call center administrator
Minimum Qualifications:
Bachelor’s Degree
2 years of related experience in a call center environment or satisfactory equivalent combination of education, training and experience
Preferred Skills:
Ability to work in a fast -paced environment while keeping a high attention to detail
Payroll and Timekeeping experience
Ability to communicate professionally and effectively over the phone and in email
Experience in planning, prioritizing, and organizing work effectively to produce measurable results
Strong research, communication, and problem-solving skills
Ability to deal with demanding customers and escalations
Strong technology and computer skills
Intermediate to advance skills in Microsoft Office applications including Word, Excel and Outlook
EEO:
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”
Salary : $28
