JOB SUMMARY:

Responsible for answering, processing, and documenting all calls from customers and representatives. Acts as service liaison between the customer and internal operational staff and delivers exceptional customer service at all touch points.

ESSENTIAL JOB FUNCTIONS:

Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues, and fulfilling customer requests
Triages customer needs to include verification of demographics and appointment inquires
Ability to navigate the needs of individuals on a case-by-case basis
Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities
Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level
Promotes electronic communication services by recognizing opportunities to utilize advanced case management technology
Accurately documents all call information in case management system according to standard operating procedures
Any other duties as assigned

KEY COMPETENCIES

Ability to prioritize customer follow up calls when necessary
Adaptable with the ability to follow standardized process workflow daily
Provide exceptional customer service to both internal and external customers
Strong knowledge of administrative processes
Demonstrated ability to work as a team member as well as an individual contributor
Ability to interact with all levels of staff
Ability to effectively manage competing priorities in a fast-paced environment
Proficient in relevant computer applications (i.e., call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly
Excellent data entry and typing skills
Ability to work various shifts and hours to cover multiple times zones
Basic familiarity with legal and financial terms

JOB SPECIFICATIONS:

Required Knowledge, Skills, and Abilities:

Excellent customer service skills
Ability to navigate a computer and use multiple monitors
Ability to utilize email and chat functionalities
Strong interpersonal, written, and verbal skills
Excellent telephone etiquette and friendly demeanor
Detail oriented
Proficient in Microsoft Office Suite
Amiable personality with team player attitude
Ability to effectively handle challenging or difficult callers

Minimum Education/Training Requirements: High School Diploma or better

Minimum Experience: 1-3 years: Call center or scheduling experience

Physical Capabilities: Sitting for long periods of time in a cubicle. Some standing, walking, and traveling to off sites; some carrying of computer equipment.

Mental Demands:

Concentration/Attentiveness
High Level of Decision Making
Respond to unpredictability
High Level of Record Keeping
Independent Judgment and Discretion
Organization and Prioritization
Manage Multiple Projects/Tasks
Reading, Comprehension and ability to Follow Instructions/Work Orders
Relate to Others

Required Licenses, Certification or Registration: Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

Work Environment: Typical Office and/or Call Center (Professional) setting

Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the President, MyAdvisor

Three Wire Systems is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran status, or military status.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodation. The list of requirements, duties, and responsibilities is not exhaustive but is representative of the current job. The knowledge, skills and/or abilities listed are typically required to perform this job successfully. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to satisfactorily perform the essential functions. Reasonable accommodations will be made at a Three Wire Systems, LLC office location only. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change (for example: emergencies, changes in personnel, workload, or technical development).

Three Wire Systems

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