Customer Experience Agent

Job Summary:
Customer Service is an integral part of our organization. The Customer Experience Agent renders extraordinary customer service and is responsible for providing account details, articulating product information, and promoting programs to tax professionals and their clients.
Essential Job Functions:
• Excellent communications skills
• Ability to quickly navigate through system applications to obtain and provide accurate account information
• Answer all incoming calls in 30 seconds or less
• Answer 50 or more inbound calls daily
• Perform outbound call campaigns to existing customers
• Complete customer request forms
• Document each incoming and outbound call for trend analysis
• Alert leadership of any customer issues or staff incidents occurring in the call center
• Manage multiple customer interactions while maintaining accuracy
• Work well in busy high stress environment
• Maintain overall call volume and service levels at 90% or above
• Maintain a monthly Quality Call Monitor average of 90% or above
• Perform other duties as assigned
Job Qualifications:
• High school diploma or GED is required
• Proven experience in a call center environment
• Experience in a financial or banking environment is preferred
• Computer and data entry skills required
• Proficient verbal and written skills required
• Proficiency in Excel spreadsheets a plus
• Prior experience using chat or email as customer response channel a plus
• Bilingual is desired

COM051

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.