Customer Experience Agent - Fort

JOB SUMMARY

Performs routine customer service phone support to client specific needs. Work is performed under regular supervision. JOB RESPONSIBILITIES

Responds to requests and calls from customers related to client specific programs and products

Identifies and responds to customer’s needs based on designated procedures of account/client

Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients

Escalates calls to supervisor when necessary and appropriate

Responds to requests for assistance and/or possible processing of credit card authorizations

Tracks call related information of each call received for auditing and reporting purposes

Provides feedback reports on call issues related to downtime and/or training issues

OTHER RELATED DUTIES

Escalates calls to supervisor when necessary and appropriate

Maintains and updates customer information as neces...