Contact Center Support Specialist

Position Description

Contact Center Support Specialist new hires are required to successfully complete Multimedia Training and pass a related Expert-Level Certification Test. Ashaun multi-media training will prepare you to successfully assess, handle and resolve customer problems over the phone, via email, chat, and text.

Job Responsibilities & Duties

• Promptly answer incoming calls, emails, chat and text messages
• Provide product and service information to customers
• Identify and resolve customers problems and issues
• Identify and escalate problems and issues to supervisors
• Process orders and forms
• Route calls, messages, and emails to appropriate resources as needed
• Document all calls & messages according to standard op procedures (SOPs).
• Recognize, document, and alert management of “trends” in customer calls and/or messages.
• Complete call logs and multimedia message recording requirements
• Make and receive calls using a telephone headset
• Read and respond from a dynamic prepared script
• Adjust scripts as necessary
• Maintain detailed records of each contact / conversation
• Monitor performance

Minimum Requirements & Qualification

• High school, general equivalency diploma, or above
• Proficient in computer applications and operations
• 1-3 years of experience in call/contact center operations
• Working knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, empathy, verbal, and written communication skills
• Able to thrive in a fast-paced environment
• Ability to handle demanding customers with patience and professionalism
• Multilingual (English/Spanish) – not required – but preferable