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Job Description
The Account Resolution Representative is responsible for offering exceptional support, ensuring customer’s concerns, issues, and complaints are not just heard but resolved with diligence and efficiency. The Account Resolution Representative is responsible for navigating complex customer interactions, highlighting a proactive approach to finding solutions and a relentless drive to see issues through to resolution in a call center environment.
Responsibilities
- Serve as the primary liaison for customers, adeptly handling inquiries, service requests, and payment issues through various communication channels including telephone, e-mail, and live chat.
- Display exceptional problem-solving skills, with a focus on resolving customer issues promptly, effectively, and to their complete satisfaction.
- Demonstrate self-motivation by consistently seeking ways to improve service delivery, taking initiative to update knowledge of company policies, procedures, and customer service best practices.
- Exhibit a ‘can-do’ attitude, ensuring that all customer interactions are approached with a positive, solution-oriented mindset.
- Follow through rigorously on all customer requests, ensuring not only that issues are resolved but also that customers are informed of the resolution process every step of the way.
- Maintain meticulous records of customer interactions, actions taken, and resolutions achieved, in accordance with company documentation standards.
- Collaborate closely with the management team and peers to share insights, address customer concerns, and escalate issues according to protocol, when necessary.
- Uphold the highest standards of professionalism, demonstrating excellent communication skills and maintaining a poised demeanor under pressure.
- Other duties as assigned.
Performance Metrics
- Achieve and exceed key performance indicators (KPIs) such as call de-escalation rate, average handling time, and quality assurance scores.
- Show reliability and dependability in managing workload, maintaining punctuality, and adhering to scheduled shifts.
- Ensure compliance with legal disclosures and company policies during every customer interaction.
- Contribute to team efforts by meeting departmental goals and avoiding excessive downtime or unavailability.
Qualifications
- Account Resolution Representative position must have at least 1 years of experience in roles focused on resolving customer concerns and de-escalating situations with distressed customers. A proven track record of effectively addressing and resolving customer issues is required.
- High proficiency in Microsoft Office Suite (Excel, Word, Outlook) and adeptness in navigating multiple systems simultaneously.
- Excellent command of both verbal and written English.
- Bilingual in Spanish is a plus.
- Strong organizational skills and the ability to handle a high volume of calls with diligence and patience.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- The employee may be on the telephone with customers for several hours without a break. Handling a large volume of calls promptly is essential to this position.
- The noise level in the work environment is usually low to moderate.
- Frequently required to use fingers and reach with hands and arms.
- Must be able to lift up to 15 pounds at times.
- This role routinely uses standard office equipment while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The above describes the general content and requirements for this job’s performance. It is not construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
