[Hiring] Consumer Care Representative @Premier NX

Role Description

Be the next Consumer Care Representative - Remote at Premier NX, an expert in providing Customer Experience Solutions. As a Consumer Care Representative, you will contribute to Premier NX’s success by meeting our client’s service levels.

What You Will Be Responsible for as a Consumer Care Representative:

• Answer incoming phone calls, texts, chats and respond to written communications.
• Troubleshoot any issues related to the consumer product.
• Identify and analyze consumer concerns; take or recommend appropriate actions; formulate alternative solutions; and follow-up to ensure problems are resolved.
• Complete assignments in a thorough, accurate, and timely manner, achieving expected outcomes.
• Prioritize and handle multiple responsibilities.
• Provide information, support, and guidance to consumers.
• Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
• Fully, accurately, and immediately document all telephone calls in the appropriate CRM system.
• Use correct grammar and make appropriate word choices in written communication and data capture.
• Complete high-quality work according to specifications, thoroughly following standards, procedures, and demonstrating attention to detail.
• Listen actively to others and ask appropriate questions for clarification.
• Demonstrate receptiveness to feedback, listen with an open mind and understand differences in communication style adjusting as necessary.

Qualifications

• Interpersonal and relationship management skills.
• Strong verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult callers.
• Ability to maintain professional behavior in stressful situations.
• Ability to navigate between several computer screens (e.g., CRM Software such as Salesforce, ACD System such as Amazon Connect and Genesys, Email and Web Browser) while actively listening and entering customer information.

Requirements

• Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.
• Communication, organization, and being a team player.
• Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities.
• Demonstrating a high level of sensitivity, empathy, and patience with each consumer.

Benefits

• We are proud to be an Equal Opportunity/Affirmative Action employer.
• Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.