Customer Support - Specialist
Blue Ash, OH (Onsite, no remote work available)
Shift Schedule: Mon-Fri 12 PM - 9PM EST
Job Requirements ----------------
1+ Years of customer service and/or contact center experience preferred Strong verbal and written communication skills
Job Responsibilities -------------------
Ensure that all customer escalations and complaints are managed to excellent professional standards and within company terms and policies.
Receive inbound contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met.
Maintain personal and team accountability for productivity and efficiency.
Demonstrate ownership of customer issues and work proactively with company business units, partners, and vendors to manage issues through to a complete resolution in a timely manner.
Demonstrate sound negotiation, problem-solving, and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting, and analyzing systematic issues and recommending solutions to improve processes and products.
Advocate as the voice of the customer to the company. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.
Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
$20 - $21 an hour
Third party candidates will not be considered for this opportunity. Cprime does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Cprime employees, or any other company location. Cprime is not responsible for any fees related to unsolicited resumes.
What We Believe In -------------------
At Cprime, we believe in facilitating social justice action internally, in industry, and within our communities. We believe part of our mission is to expand the minds, hearts, and opportunities of our Cprime teammates and within the broader community to include those who have been historically marginalized.
Equal Employment Opportunity Statement --------------------------------------
Cprime is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
Notice of E-Verify Participation --------------------------------
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment.
Right to Work Notice ---------------------
If you have the skills, experience, and legal right to work, your citizenship or immigration status shouldn't get in the way. Neither should the place you were born or another aspect of your national origin. A part of U.S. immigration laws protects legally-authorized workers from discrimination based on their citizenship status and national origin. You can read this law at 8 U.S.C. § 1324b. The Immigrant and Employee Rights Section (IER) may be able to help if an employer treats you unfairly in violation of this law. The law that IER enforces is 8 U.S.C. § 1324b. The regulations for this law are at 28 C.F.R. Part 44. Call IER if an employer: