Client Care Representative
-Worked very independently as an At Home Agent for over 7 years as a high performer with numerous accolades including a Leading Star 2 times. - Maintaining high standards of discretion, ethics and confidentiality to handle sensitive corporate and personal information and matters.- Resolve customer complaints or issues by investigating the problem and providing appropriate solutions.- Maintain accurate records of customer interactions and transactions.- Data and Order entry.- Troubleshooting regarding equipment, applications and online functions.- Own the customer relationship and be the primary contact as needed.- Provide assistance and coaching to other CCR's via phone or online chat. Actively being involved in team meetings. - Keeping up to date with and utilizing internal processes to creatively provide solutions and resolutions plus minimize escalations.- Upsell current services and ensure onboarding sales are done to maximum potential for the company with less resulting churn in the end from the client. - Enhancing the client experience by introducing our clients to self serve option they may not know about and educating them on our digital tools and resources.- Manage conflict and effectively problem solve in a fast paced, high stress environment. - Frequently having to troubleshoot system issues and defects that will slow or hinder progression at any moment and attempt to resolve appropriately. Often necessary to discover work arounds or come up with alterative solutions.- As a member of the Agent Advisory Council, provide feedback to various Business Analysis and Project Managers as to needs of concern and roll outs taking place. - EAGLES member helping to try and promote a more inclusive professional environment and facilitate positive Indigenous aspects for the company.-Part of Pilot teams testing system/process integration and proving feedback.
