Customer Service Representative - Hybrid

Job Profile Name: Client Relationship Associate

Job Profile Summary: Takes inbound calls, responding to client requests, resolving general account issues and providing digital assistance. May handle escalated issues.

Job Description:

1. Provides exceptional client service through strong interpersonal and client relationship management (CRM) skills.

2. Serves as the initial point of contact for clients. Follows standardized procedures to meet client needs. May conduct research for complex requests.

3. Self-sufficient in following standardized procedures, able to utilize multiple resources to find answers and resolutions independently to meet client needs and department efficiency metrics.

4. Documents client and team feedback in support of service improvement efforts within the business.

5. Uses consultative approach to position products and services to clients.

6. Performs other duties as assigned.

Compensation:

1. Pay rate: $23/hr across all journeys (journeys/cost centers)

Qualifications:

1. Minimum of two years related work experience required. Experience in client services preferred.
2. Undergraduate degree or equivalent combination of training and experience required.

Core Training Expectations

Length: 4 weeks (+Journey specific training if applicable)

Work Model: Hybrid (WFH M&F, Office T-TH)

Schedule: M-F 8:30am-5:00pm local time

Attendance: 100% (Assignment could be terminated at >1 full day UCTO or >3 occurrences during Core Training)

Post-Training Expectations

Work Model: Remote (Agents could be required to return to office ad hoc for equipment pickups, additional training, or to receive additional support if they are struggling in the assignment)

Schedule:

• M-F 9:30am-6:00pm local time (earlier shifts are available based on tenure in role)
• Typical work week is 37.5 hours. Overtime is periodically offered based on business need
• Mandatory OT may be required increasing work week to 40 hours during times of high demand (ie tax season)

Other: Internet speed verification required during training (expectation is 1Gagabit but the minimum required is 40Mbps download and 10Mbps upload while on the Vanguard VPN), contractors are paid an