The Customer Service Representative ensures internal and external customers receive excellent service by answering questions, resolving
problems, and processing requests via telephone, chat and/or email. They are the front line of support by ensuring customers receive the appropriate referral, educating members on benefits and services, and following up to ensure satisfaction of the referral.
The Customer Service Representative performs a variety of functions in conducting administrative and technical duties related to customer
service in accordance with CLC policies and procedures related to EAP referrals to legal and identity theft and professionals for complimentary consultations and/or discounted services.
Under close supervision, an incumbent in this position will perform a variety of administrative and customer service duties to assist members solve a variety of problems impacting their personal or professional life. The ability to empathize and effectively communicate will be critical in building rapport to best understand the customer’s needs and provide the best resolution in accordance to CLC’s policies.
This incumbent must be able to adapt to a changing environment, have effective time management skills, and will ensure work is accurate, clear, and concise with strong attention to detail.
Performance Outcomes
Service Expectations
Member Education
First Contact Resolution
Performance Expectations
Maintaining a minimum Key Performance Indicator (KPI) targets which include:
Education, Knowledge, and Experience
FLSA (Fair Labor Standards Act) Status
Physical and Mental Requirements/Work Environment
The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Company Description
We provide members with access to top rated attorneys in their local communities, and Identity Theft Protection.
We provide members with access to top rated attorneys in their local communities, and Identity Theft Protection.
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