Associate Customer Contact & Ops Specialist
This position is responsible for front line, direct contact with clients and customers while providing overall excellent customer service and problem resolution in the VPS Contact Center. The Specialist duties may include processing file loads and/or data entry while maintaining data integrity for all incoming transactions such as enrollments, client contracts, cancellations, transfers, registration, payments and claims. Contact with clients and customers may include inbound/outbound communication via phone, email, fax, mail or chat. This position reports to the Customer Contact and Operations Support Supervisor of the center and receives varying levels of supervision depending on level within the Customer Contact and Operations Support Specialist Job Family (I-IV).
Provide overall excellent customer service and problem resolution in the VPS Contact Center – 90%
Responds to and resolves issues encountered by clients and customers in a timely and positive manner. This involves mostly inbound calls, but may also include outbound calls, email, fax and chat Executes effective processes to manage data entry and data integrity for all customer/client transactions such as enrollments, cancellations, registration, payments and claims Researches coverage verification, missing contracts, and other common issues coming from the contact center, AEs, accounting and other departments, and provides timely resolutions as well as suggestions to reduce those occurrences in the future Ensures that all customer/client requests are responded to in a timely manner, and meaningful solutions are proposed and implemented Adheres to standards for effective job performance and development Gains and maintains in-depth understanding of VPS products, clients, systems and applications Ensures compliance with ISO, SOX, PCI and other applicable internal and external audits and/or contractual obligations
Process improvements and personal development – 10%
Partakes in, and adheres to, training programs and quality assessment standards for effectiveness in supporting departmental goals and objectives
Actively participates in the development of personal performance management plans.
Shift: 10 AM - 7 PM - Friday and Sunday off