Customer Support Agent - Golden, Colorado
PRINCIPLE CHOICE SOLUTIONS
Customer Support Agent
POSITION PURPOSE
The Agent is responsible to answer incoming calls from clinicians and veterans who require assistance regarding placement of all orders products and services with the primary goals of first call resolution and customer satisfaction. This position will be Full time with a pay rate of $19.85 per hour.
ORGANIZATION
This position reports to the designated Supervisor for Principle Choice Solutions (PCS).
ESSENTIAL FUNCTIONS
Conduct every transaction with customer-focused, courteous approach that will ensure first call resolution and achieve customer satisfaction scores of 90% or higher.
Research and evaluate accounts for proper adjudication.
Utilize internal and external provided systems.
Document call activity into VA systems.
Maintain a working knowledge of applicable VA regulations as they relate to DLC products and services.
Maintain access for all required systems, as assigned.
Act as an effective team member.
Respond to customer inquiries via phone, email, and chat.
Provide knowledgeable answers to questions about products, pricing, and availability.
Work with internal departments to meet customer needs.
Document and process customer complaints and inquiries.
Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
KNOWLEDGE & EXPERIENCE
High school diploma or equivalent required.
Preferred 1-2 years’ experience in customer service.
General office skills and knowledge of standard office equipment
Working knowledge of software such as Excel, Word, Outlook, and Microsoft Teams.
Data entry and 10-key experience necessary
Excellent verbal and written communication skills
Personal traits of a high-level commitment, motivation, energy, team orientation, professionalism, trust, personal honesty and integrity, and a demonstration of placing others in a place of high value.
Excellent verbal and written communication skills.
Ability to always remain professional and courteous with customers.
Must be able to multi-task and efficiently manage time and priorities.
Experience with credit card and payment processing systems.
MACHINES & EQUIPMENT
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as a copier.
PHYSICAL REQUIREMENTS
Must be able to lift and carry up to 20 pounds. Must be able to talk, listen, and speak clearly on the telephone.
WORKING CONDITIONS
The incumbent works in an office environment that is not substantially exposed to adverse environmental conditions such as heat, cold, or extreme noise. Routine periods of being on the phone utilizing a headset, sitting and data keying are required. Periodic times working at the office site may be required.
Security and privacy training will be provided as part of this role to protect the confidentiality, integrity, and availability of PCS’ associate and customer data.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.