Robert Murphy Email & Phone Number

Fort Washington, Pennsylvania, United States

- Provide Phone, email, and chat support for Software Products- Listen to customers with empathy and capture their feedback about our products.- Own customer issues with a desire to see them fully resolved as quickly as possible- Assist other Team Leads and Managers with the day-to-day operation of the support team ensuring that the team effectively meets the needs of our clients - Collects and seeks to improve key metrics including percentage of cases handled live, service level compliance, client satisfaction, and average answer time - Provide technical assistance to both customers and team members when needed - Collaborate in the planning of team meetings that will enrich staff’s understanding of the software, internal procedures and the team’s performance Team Leads will lead regular meeting for their teams - Performs monthly coaching sessions with team members to review performance, discuss career goals and professional development so that employees are performing at their highest level and are satisfied - Participate in the interviewing and selection of new team members embracing diversity and inclusion - Facilitate the on-boarding of new team members including but not limited to team orientation, product training and training on internal tools and processes necessary for success in the role - Seeks to remove obstacles and improve processes for the Support Department - Participate in meetings related to department planning and goal settingAssist as needed in HR related tasks

Chalfont, Pa

- Provide support for all team members in their handling of all Customer Issues or Inquiries.- Fulfill The Responsibilities Of The Manager On Duty (MOD) as scheduled. - Monitor all support requests and assign team members to appropriate queues based on volume.- Create Support tickets to WebOps for Anomalous/Global Issues when needed via JIRA.- Coaching and Development of team members in creating remarkable customer experiences via monthly performance reviews.- Complete all cross functional team projects assigned by Senior Management.

Assisted marketing team in the creation and execution of outbound marketing scripts to enhance customer retention and value to their small business.

- Assisting in the retention of customer accounts by thoroughly explaining cardholder benefits and negotiating reduction of Annual Percentage Rates through incoming and outgoing calls.- Make outbound sales calls to potential cardholders using sales lead databases in order to successfully convert applications.- Participate in special projects at the request of Director as needed to determine success of new product or program and present findings.

• Customer Service of current small business cardholders in resolving complexissues including statement errors, finance charges, and referring work cases to theFraud and Disputes Department. • Handle overflow calls from retention and new accounts department regardingcredit applications and account closures.

• Respond to customer inquiries regarding claims and benefits on AARP Healthcare Options Medicare Supplement and Group Health Insurance • Assist in the facilitation of new hire training programs and coaching.