What are the responsibilities and job description for the Customer Experience Agent position at Powdevs?
The Customer Experience Agents serve as the frontline support for individuals reaching out for assistance and guidance. This role is pivotal in providing essential services to those in need by effectively handling the first layer of inquiries and requests.
\n- Gather relevant information from callers to assess their needs and determine appropriate next steps.
- Assist families in need to navigate the application process for food stamps and finacial assistance.
- Maintain accurate records of all client interactions in the call center's database system.
- Adhere to established protocols and guidelines for handling sensitive information and maintaining confidentiality.
- Identify and escalate complex or urgent cases to designated supervisors or higher-level support staff for further assistance.
- Prioritize urgent cases, ensuring immediate attention and assistance.
- Participate in ongoing training and professional development activities to enhance knowledge of departmental policies, procedures, and resources.
- Organize and maintain detailed records of client interactions, ensuring a seamless follow-up process.
- Perform other duties as assigned.
- High school diploma or equivalent required.
- 1 years of experience in a customer service or call center environment strongly preferred.
- Strong interpersonal and communication skills, with the ability to effectively interact with individuals from diverse backgrounds.
- Excellent problem-solving skills and the ability to remain calm and composed under pressure.
- Proficiency in using computer systems and software for data entry and information retrieval.
- Ability to work collaboratively in a team-oriented environment.
- Flexibility to adapt to changing priorities and work schedules, including evening, weekend, or holiday shifts as needed.
- Commitment to upholding ethical standards and maintaining confidentiality in handling sensitive information.
- Ability to effectively communicate with callers over the phone, conveying information clearly and concisely while maintaining professionalism.
- Skill in actively listening to callers to understand their needs, concerns, and inquiries, and responding appropriately.
- Strong customer service skills, including the ability to provide courteous, patient, and helpful assistance to individuals in challenging situations.
- Analyze caller inquiries and concerns, identify solutions, or appropriate resources, and resolve issues effectively and efficiently.
- Ability to work collaboratively with colleagues and supervisors, sharing information, seeking assistance when needed, and contributing to a positive team environment.
- Strong organizational and time management skills, with the ability to prioritize tasks, manage multiple calls simultaneously, and meet performance targets and deadlines.
