Qualifications
High school diploma or equivalent.
Minimum 1 year of customer service, call center, support, or case management experience preferred.
Strong verbal and written communication skills.
Excellent active listening skills.
Strong interpersonal and relationship-building abilities.
Ability to communicate clearly, professionally, and empathetically.
Strong attention to detail and commitment to accuracy.
Ability to manage multiple tasks and priorities simultaneously.
Strong organizational and time-management skills.
Ability to work independently and as part of a team.
Proficiency with CRM, case management, or customer support systems.
Basic computer and data-entry skills.
Essential Functions
Handle inbound and outbound phone calls professionally and efficiently.
Respond to customer inquiries via text, email, and other communication channels.
Create, update, and manage customer cases within company systems.
Document all interactions accurately and completely.
Resolve routine customer issues and inquiries at first contact whenever possible.
Escalate complex issues to the appropriate team when necessary.
Follow established processes, workflows, and compliance requirements.
Maintain accurate records and ensure data integrity.
Monitor open cases and follow up as needed to ensure timely resolution.
Meet quality, productivity, and service-level expectations.
Collaborate with internal teams to resolve customer concerns.
Provide a positive, empathetic, and professional customer experience.