Description

The Customer Support Associate II position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of non-routine problems regarding client's product or services.

Essential Functions/Core Responsibilities  

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) 

    

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking

    

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

    

• Greet customers in a courteous, friendly,...