Customer care agent tier 2

Receives inbound, and responds to outbound, customer contacts including but not limited to voice, emails and online chat; provides information.DUTIES AND RESPONSIBILITIES:Handles Tier 2 customer contacts, escalated contacts from Tier 1 Agents, and overflow customer contacts including but not limited to voice, emails and online chat; listens actively to determine customer needs and answers questions. Demonstrates courtesy, patience and professionalism while providing information to customers.Provides first contact resolution as appropriate; confirms customer understanding of complex issues requiring advanced research; resolves inquiries in accordance with Customer Care Center service standards and guidelines.Works collaboratively with other Customer Care Agents, Supervisors and Management; determines which inquiries should be escalated or transferred and routes inquiries in a timely manner.Identifies and reports unusual or repetitive customer inquiries, complaints or areas of misinformation to Lead Agents and Supervisors.Documents and monitors the status of outstanding problems and ensures they are resolved; creates a record of the type of contact in a computerized tracking system for referral and historical purposes.QUALIFICATIONSHigh school or equivalent (Required)English (Preferred) Powered by Webbtree