NOTE: Bi-lingual communication (speaking and writing) in French is a plus.
This position is responsible for assisting existing client's members; and potential new members, with benefit, program, and experience information. The goal of client is to deepen the bond between client and its customers. A professional outgoing and empathetic demeanor is required. This position within the client's Call Center will handle incoming calls leveraging systems and internal and external stakeholders to answer questions.
? Position will support platform team philosophy and work with members to provide adequate phone coverage and assist with the sharing of information, balancing of, and addressing workloads to achieve personal and team phone goals.
? Provide effective documentation and data management while using common information systems to increase work efficiencies.
? Demonstrate effective customer service skills while responding to customer inquiries.
? Maintain and expand knowledge of customer expectations.
? Understanding customer expectations, resolving conflicts.
? Ensure quality service is provided by following established call center processes.
? Three years of work experience in a Call Center environment.
? Timely quality response to written and verbal customer inquiries, along with empowered decision-making.
? Strong communication skills with a background that includes communication with stakeholders though live chat, email or letters is desired.
? A basic understanding of Harley-Davidson?s products and services.
? Ability to work effectively within a team environment is essential.
? Flexibility to work flexible hours necessary to complete and meet our customer needs and inquires during the busier times is a necessity.
? Requires basic computer skills: Microsoft Office and data collection, transcription and typing skills (40 wpm).
? Ability to work in a fast-paced environment, handling multiple tasks, and utilizing effective problem-solving skills.