Job Title:

• Customer Service Advocate

JOB SUMMARY

As an Inbound Call Center Representative, the specialist would handle requests from clients via telephone and/or emails in a courteous manner.

The specialists are responsible to Document all pertinent end user identification information,including name, department, contact information and nature of problem or issue.

The specialist will Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions, assisting clients with navigating around product menus and facilitating better understanding of product features.

They will Troubleshoot all client queries in a user-friendly, courteous and professional

manner and maintain logs and records of all customer queries as per the standard procedures

and guidelines.

They will Accurately process and record all incoming call and email using the designated

tracking software and Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business.

Follow up and make scheduled callbacks to customers to record feedback and

ensure compliance to contract /SLAs

This will involve providing high-quality customer service, answering inbound calls to properly handle account requests, as well as the ability to process applications with 100% accuracy and support chat functions.

We are looking for individuals who combine excellent customer service and problem-solving skills with the ability to function effectively both as part of a team and on an individual basis.

Specialists should also have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment.

It is to display exceptional verbal and written communication, interpersonal and active-listening skills and attention to details.

ESSENTIAL JOB FUNCTIONS/DUTIES

• Handling incoming requests from clients in a professional and timely manner
• Provides high quality service to achieve maximum satisfaction by resolving the query at first contact where possible
• Take ownership and initiative to complete necessary research and caller follow up or direct the caller to the appropriate department for resolution
• Delivers what is promised in line with the caller’s expectations
• Responsible for achieving individual key performance indicators while maintaining appropriate operational risk control and compliance in all activities
• Compile and process caller information
• Correspondence/Application Processing
• Perform additional duties as needed

Qualification

• 1 - 3 years of experience in a customer service-related field required
• Intermediate typing skills, including 10-key operation by touch, Bilingual is a plus
• Healthcare Experience preferred

EDUCATION REQUIREMENTS:

• High school diploma or GED
• Associate preferred

JOB REQUIREMENTS:

• Ability to prioritize tasks.
• Must be highly attentive to details.
• Emphasis on customer service and high-quality support.
• Ability to analyze problems and devise solutions.
• Competency in Microsoft Excel Microsoft Word and Outlook
• Ability to work independently, responsively and hold self- Accountability
• Professional and Trustworthy
• Strong Interpersonal and Communication Skills
• Excellent Punctuality
• Embedded Company Values
• Excellent computer literacy
• Intermediate typing skills, including 10-key operation by touch (Recommended)
• Schedule flexibility required
• Drug Free Workplace

Job Details:

• Monday- Saturday
• 8 AM- 10 PM CST (8 hours)
• Onsite Position

WIPRO Employee Benefits:

• Permanent Full-Time Position
• Paid Training
• Paid Holidays
• Paid Time Off
• Benefits (health, dental, vision) start day 1
• 401K with company contributions
• Tuition Reimbursement
• An engagement team that will support your career growth
• Self-paced trainings and certifications accepted industry wide

Job Type: Full-time

Salary: $17.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Atlanta, GA 30341: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Call center: 3 years (Required)
• Customer service: 3 years (Required)
• Benefits administration: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: One location

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