Customer Service Representative Tech Support

Full Time
Caribou, ME 04736
Posted Today
Job description

CUSTOMER SERVICE REPRESENTATIVE TECH SUPPORT
WHY WORK FOR SAVILINX?

At SaviLinx, we help people! People just like you. It is not just our job; it is our mission! Founded in 2013, we have an amazing story! SaviLinx is a Women Owned and HUBZone certified business that has been listed on the Inc. 5000 list of fastest-growing companies in 2017, 2018, 2019, 2020 and 2021!

OVERVIEW:

The Customer Service Representative Tech Support provides superior customer service in a contact/call center/help desk environment in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills. This is a high-energy role in a fast-paced, highly structured environment with very limited downtime. Consistent feedback and coaching is provided regularly on strengths and opportunities for improvement!
This position is responsible for supporting multiple clients with customer inquiries and support in a complex and content-rich, regulated environment. You must retain a significant amount of information. Accuracy and speed are a must.

OUR GUIDING PRINCIPLES:

  • Make every interaction Count
  • Act with Respect and Integrity
  • Demonstrate Passion for Continuous Improvement
  • Be Worthy of Trust from all Stakeholders

ESSENTIAL FUNCTIONS:

Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
Exemplifies the SaviLinx Guiding Principles in all aspects of work.
Resolves customer inquiries and concerns in accordance with the client and company policies and with the highest degree of courtesy and professionalism.
Communicates with end-users using web-based tools regarding navigation of applications in a leveraged environment supporting one or more queues/skill sets over various accounts.
Provides customer support through telephone calls, email, text, and chat technologies. Accurately documents all correspondence with end-users.
Follows strict work instructions and procedures that may vary by account. Ability to adapt to continual changes to work instructions and procedures is necessary.
Meets expectations for all balance scorecard metrics with demonstrated improvement over time. Follows proper escalation procedures for unsolved customer requests.
Maintains productivity in accordance with support program and company standards.
Participates in quality assurance monitoring and evaluation as it pertains to their role and will receive feedback on a regular basis.
Attends and participates in team meetings and required training sessions.
Provides mentoring, training, and development to other Customer Service Representatives as needed.
Follows all safety, ethics, human resources and security policies and procedures.
Demonstrates excellence in punctuality and attendance.
Adheres to all COVID safety measures while in the facility.
Regular and consistent attendance is an essential function of the job.

SUPERVISORY RESPONSIBILITY:
No supervisory responsibility.

EXPECTED WORKDAYS/ HOURS:
This position requires full, flexible availability including evenings and weekends.

QUALIFICATIONS:
High school diploma or equivalent required.
Time management skills and the ability to work independently are essential for this role.
Must have experience with maneuvering electronic data between various environments.
Analytical thinking, communication and writing skills, and computer competencies.
Prior experience with PHI or HIPAA preferred.
Bilingual/Biliterate in either English/Spanish or English/Portuguese preferred.
Preferred 1-3 years of customer service experience.
College degree preferred.

OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY
SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

EOE/VETERAN/DISABLED

Experience
Required

  • 1 year(s): Customer Service

Education
Required

  • High School or better

Skills
Required

  • Customer Service Experience

Job Type: Full-time

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