Bremerton - Customer Care Consultant

JOB SUMMARYThe Customer Service Consultant is the person who handles the customer interactions. A team of agents will typically be trained and assigned to a specific project and will be managed by a Supervisor. The Agent reports directly to his/her Supervisor. Responsible for effectively and professionally selling and/or servicing TeleTech's clients' products, as specified by the client's project.
DUTIES & RESPONSIBILITIES Provides concise, quality customer service in a professional, timely and courteous manner for the client's project.
Answers incoming customer inquiries promptly regarding the client's services.
Provides information to customers and assists or trains customers to use on-line services
Enhances customer relationship through identification of customer needs/opportunities.
Responsible for answering incoming calls promptly and in accordance with established call-handling procedures.
Ensures that he/she is equipped with all tools necessary for this position.
Responsible to be logged in and available for calls 97% of his/her shift, excluding breaks and lunch.
Interacts with fellow team members to enhance project performance.
Works on special projects, as requested.
Perform other duties as assigned.
Adheres to all company policies and procedures.QUALIFICATIONS/EXPERIENCE/KNOWLEDGE High School Diploma or Equivalent
College Degree (Associate or Bachelor) preferred
Computer literate - experience with Microsoft Windows and multiple Microsoft applications
Ability to utilize any tools given to perform job duties and responsibilities (i.e. computer, telephone system, etc.)
Excellent customer service, communication, and relationship building skills.
Active listening and attention to detail.
Ability to empathize with customer.
Ability to engender trust and engagement with customers and potential customers.
Ability to write correspondence.
Excellent sales skills - cross selling and opportunity based selling, soft selling skills.
Ability to identify potential customer needs/opportunities for cross selling.
Ability to understand the banking process and products and how each might effect the customer relationship.
Ability to probe by asking appropriate questions to define customers' needs and desires.
Ability to deal with problems involving a few concrete variables in standardized situations.
Ability to understand the drivers of profitability and apply that knowledge to drive customer management and interaction.
Ability to identify, trouble shoot and resolve customer problems including follow through to ensure customer satisfaction.
Must be able to interact effectively with all employees.
Must be able to represent TeleTech and client professionally with all customers. Work within a functional team.
REQUIREMENTS
See above / gj-hh