Customer Service Representative Case Advisor

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Jacksonville, FL

Job status
Full time
Job description
* Meet our Hiring Managers in person.

* Visit us on Tuesday September 17th at 10:00 AM

* Click Apply now for the location address.

OVERVIEW: A Case Advisor works with clients via inbound/outbound calls, emails, and voicemails to proactively guide clients through the credit repair processes, addressing client questions and concerns, and educating clients on our products and services.

A client-centric focus is critical to heighten client satisfaction and retention. This position requires excellent interpersonal verbal and written business communication skills.


ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Provide world-class service to consumer and small business clients via telephone and email
• Identify and resolve client concerns and issues, and maintain client accounts in a professional, timely manner striving to exceed client expectations
• Consistently maintain service levels, business communication standards, and quality measures such as accuracy and responsiveness
• Advise and/or upgrade clients to programs and services that better meet their needs
• Maintain knowledge of business products, services, and programs
• Adhere to business policies, procedures and productivity standards
• Maintain the highest-level of ethics and customer focus
• Other duties and assignments as directed by management

COMPETENCIES - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Intellectual
• Synthesizes complex or diverse information.
• Collects and researches data.
• Uses intuition and experience to complement data.
• Generates creative solutions.
• Demonstrates attention to detail.
• Identifies and resolves problems in a timely manner.
• Gathers and analyzes information skillfully.
• Develops alternative solutions.
• Works well in group problem solving situations.
• Uses reason even when dealing with emotional topics.

Interpersonal
• Responds to requests for service and assistance.
• Meets commitments.
• Focuses on solving conflict, not blaming.
• Maintains confidentiality.
• Listens to others without interrupting.
• Keeps emotions under control.
• Remains open to others' ideas and tries new things.
• Speaks clearly and persuasively in positive or negative situations.
• Listens and gets clarification.
• Responds well to questions.
• Demonstrates group presentation skills.
• Participates in meetings.
• Balances team and individual responsibilities.
• Exhibits objectivity and openness to others' views.
• Gives and welcomes feedback.
• Contributes to building a positive team spirit.
• Supports everyone's efforts to succeed.
• Writes clearly and informatively.
• Edits work for spelling and grammar.
• Varies writing style to meet needs.
• Presents numerical data effectively.
• Able to read and interpret written information.

Leadership
• Looks for ways to improve and promote quality.
• Demonstrates accuracy and thoroughness.
• Displays passion and optimism.
• Inspires respect and trust.
• Mobilizes others to fulfill the vision.

Organization
• Shows respect and sensitivity for cultural differences.
• Educates others on the value of diversity.
• Promotes a harassment-free environment.
• Treats people with respect.
• Keeps commitments.
• Inspires the trust of others.
• Works with integrity and ethically.
• Upholds organizational values.
• Follows policies and procedures.
• Completes administrative tasks correctly and on time.
• Supports organization's goals and values.

Education requirements
• High school diploma or general education degree (GED); and 2-5 years related experience and/or training; or equivalent combination of education and experience.
Experience requirements
• Minimum of 2 years customer service / retention experience required
• Minimum of 2 years call center experience
Skills
• Excellent interpersonal verbal and written business communication skills
• Bi-lingual in English-Spanish a plus
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