Apply Now

Customer Care Agent


Location: 
Knoxville, TN

    We are currently hiring for:

    * Call Center Agents
    * Supervisors
    * Quality Assurance experts
    * Trainers
    * Recruiters and Human Resources talent

    What we offer:

    Paid training
    Competitive pay
    Premium insurance benefits
    Generous referral bonus incentives
    Flexible shifts at our 24/7 facility
    On-site and remote opportunities are available

    Individual Laptops for Work From Home / Office

    Profile Summary

    • Handle customer service inquiries and problems associated with the servicing of company’s client base
    • Answer all basic and routine customer contacts as well as more complex customer problems and/or complaints
    • Utilize computer applications to provide professional service

    Essential Functions

    • Answers routine service calls and logs them as appropriate on the computer system
    • Explains all benefits, services and claims/reimbursement procedures
    • Understands the various computer screens and how to utilize them effectively
    • Interfaces with customers, clients and vendors, and escalates areas of concern to the appropriated supervisory staff
    • Attends assigned training sessions for further improvement in client and customer satisfaction, client information and job performance
    • Adheres to all company and specific Contact Center policies and procedures
    • Completes any work as assigned by Management

     Competencies

    • Service Oriented / Internal Customer Service: Shows excitement and love of service to customer; is easily accessible, anticipates wants, needs and expectations and seeks ways to exceed them and/or add value; gives highest priority to addressing complaints.  Serves each person in the internal customer chain; keeps promises, works as an interdependent team to focus on external customers
    • Fast & Flexible: Maintains a sense of urgency to complete tasks; works and collaborates in a dynamic environment; anticipates changes in the environment or circumstances and adapts accordingly
    • Focus on Results: Provides persistent focus on quality and continuous improvement and results; measures, communicates and manages to key performance/profit levels; executes quickly
    • Resiliency: Bounces back fast from disappointments and setbacks while remaining optimistic; accepts criticism and doesn’t take it personally; maintains a high energy level and works well under pressure; learns from both successes and failures
    • Informing and Communicating: Encourages collaboration and teamwork among people; shares information across and between groups; creates a sense of ownership in problem solving by encouraging the philosophy that if there is a problem, we all own it.  Encourages open discussion of ideas and opinions; listens to concerns expressed without getting defensive; works for the good of the total organization, not just own area; consults with people before making a major change that will affect them
    • Teamwork & Collaboration: Disseminates relevant plans and information to people who need them; is open and honest; follows-up with people; takes a non-punitive approach to correcting issues

     Profile Requirements

    • Education: High School diploma/ GED, or equivalent work experience
    • Experience: 0-1 years of customer service experience
    • Complexity: Ability to utilize empathy, listening skills, and a courteous and a helpful attitude to focus on providing quality customer service, to use strong oral and written communication skills, to adapt to a changing work environment and the willingness to learn new skills and develop greater job knowledge
    • Working Relationships: Ability to communicate with associates, customers and clients in a professional manner, and to effectively team with peers, supervisors, and management to achieve corporate and client goals
    • Additional: Ability to meet a flexible work schedule including nights, weekends, and holidays as business need dictates

    It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

    If you are interested in learning more, please message us directly for more information.

    Career.Usa@igtsolutions.com