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Title
Text copied to clipboard!Contact Associate
Description
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We are looking for a Contact Associate to join our customer service team and serve as the first point of contact for our clients. In this role, you will be responsible for handling inbound and outbound communications, resolving customer inquiries, and ensuring a positive customer experience across various channels including phone, email, chat, and social media. The ideal candidate is a strong communicator, problem-solver, and team player who thrives in a fast-paced environment.
As a Contact Associate, you will play a critical role in maintaining customer satisfaction and loyalty. You will be expected to understand our products and services thoroughly in order to provide accurate information and resolve issues efficiently. You will also be responsible for documenting interactions, escalating complex issues to the appropriate departments, and following up to ensure resolution.
This position requires excellent interpersonal skills, attention to detail, and the ability to multitask. You should be comfortable using customer relationship management (CRM) software and other communication tools. Previous experience in a customer-facing role is preferred but not required, as training will be provided.
We value individuals who are empathetic, proactive, and committed to delivering exceptional service. If you enjoy helping people and want to be part of a dynamic team that values collaboration and continuous improvement, we encourage you to apply.
Responsibilities
Text copied to clipboard!- Respond to customer inquiries via phone, email, chat, and social media
- Provide accurate information about products and services
- Resolve customer issues in a timely and professional manner
- Document all customer interactions in the CRM system
- Escalate complex issues to appropriate departments
- Follow up with customers to ensure issue resolution
- Maintain a high level of product knowledge
- Meet or exceed performance metrics and service level agreements
- Collaborate with team members to improve customer service processes
- Identify and report recurring customer issues
Requirements
Text copied to clipboard!- High school diploma or equivalent; associate degree preferred
- Excellent verbal and written communication skills
- Strong problem-solving and multitasking abilities
- Customer-focused attitude with a passion for helping others
- Proficiency with CRM software and communication tools
- Ability to work in a fast-paced environment
- Previous customer service experience is a plus
- Strong attention to detail and organizational skills
- Ability to work flexible hours, including evenings and weekends
- Team player with a positive attitude
Potential interview questions
Text copied to clipboard!- Do you have previous experience in a customer service role?
- How do you handle difficult or upset customers?
- Are you comfortable using CRM software?
- Can you work flexible shifts, including weekends?
- Describe a time you resolved a challenging customer issue.
- What communication channels have you used in past roles?
- How do you prioritize multiple customer requests?
- What does excellent customer service mean to you?
- Are you comfortable working in a fast-paced environment?
- How do you stay motivated during repetitive tasks?
