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Disaster Relief - Customer Service Reps

Company: Cortech
Location: Columbus
Posted on: November 22, 2021

Job Description:

Description: Disaster Relief, Client Contact AgentsAugust 28, 2020Searching for polite, professional individuals with experience working in a high volume/high output outbound client contact center environment. Experience in utilizing technology to provide outstanding service and support to American Red Cross clients impacted by a disaster. Client Contact Agents will make outgoing phone calls to disaster impacted clients to assist clients with completing an application and issue resolution.Required Qualifications:--- Minimum of 6 years relevant experienceo Bachelor---s degree preferred--- Must be able to provide your own:o Computer with:? Microsoft Windows 10 operating system (no Windows 7 or 8.1)? Microsoft Excel? USB Headset with noise-canceling headphones (headphones/earbuds will not suffice)? 8GB of RAM or higher? NOTE: Apple computers and iPhones are NOT compatible with client---s softwareo High speed internet with a minimum of 25 mbps? Prefer 50 mbps or higher? Prefer a hard-wired connection? No hotspot or satellite internet connectiono Quiet workspace--- Successfully pass virtual interview with computer skills testingRequired Skills:--- Engaging in active listening with clients, confirming and clarifying information and diffusing angry clients, as needed)--- Strong attention to detail / organization--- Proficient with technology and ability to adapt to rapidly changing environment--- Ability to quickly and effortlessly toggle between software applications--- Soft Skills --- clear and effective communication--- Empathetic and respectful--- Patient with a positive attitude--- Experience working in a high-pressure and high volume/output environment--- Positively and accurately represents the American Red Cross in all interactions with clients and partner agencies.--- Performs other duties as assigned--- Bi-lingual is a plusAmerican Red Cross will provide access to:--- Virtual Workplace Access via Red Cross Email--- Customer Relationship Management System (CRM)--- Amazon Web Services (Voice over Internet Protocol)Required Competencies:--- Customer Service --- Manages difficult or emotional customer situations; responds promptly to customer needs; conveys genuine empathy, reacts well in stressful situations, meets commitments.--- Oral/Written Communication --- Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions and concerns; handles call without sounding scripted; ability to document the call outcome.--- Problem Solving --- Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions--- Ethics --- Treats people with respect; inspires the trust of others; works with integrity and principles; upholds organizational values--- Attendance/Punctuality - Is consistently at work and on time at beginning of each shift and from each break and meal periods.--- Dependability --- Follows instructions, responds to management direction; takes responsibility for own actions; completes tasks on time or notifies appropriate person with alternate plan.Details:--- Knowledge Retention --- The Mission of the Assistance & Support Center is to provide the highest quality support to our clients. To accomplish this, you need to be able to learn and have readily available information pertaining to the American Red Cross.--- Attention to Detail --- REVIEW a client---s case prior to making the call. KNOW what questions you want to ask and make sure you have the script in front of you. LISTEN to our clients, they have been through a great deal of stress and are trying to rebuild what has been lost. IDENTIFY clients who appear to be very friendly and may want to share their story with the RED CROSS, review the appropriate script to follow when asking the question. These stories could potentially be used by the Red Cross in annual reports.--- Organize --- Multitasking is a big part of the job. The ability to manipulate programs, while putting data in multiple places all while talking to clients is essential. Staying organized is the key to success, this well help to minimize errors during the process and ensure calls are documented correctly.--- Flexibility --- Being able to handle high outbound call volumes and issue resolution, interacting with clients and managing leadership tasks provided by the Supervisor are essential in this type of environment. The tone of the call can change rapidly pending on the client---s state of mind. Be positive, empathetic and let them know we are here to help them and provide the necessary support.--- Friendly --- You are on the frontline with the client, make sure you are projecting a very warm and friendly image. Distressed clients, who have suffered a great deal are very sensitive so make sure you help to guide the conversation to positive outcome that will give them hope.--- Calm Under Pressure --- As a client contact agent, you must be prepared to deal with a multitude of different personalities throughout the day. Be calm and stay focused on the task at hand.--- Effective Communication Skills --- Your primary job is to communicate with clients, not only is speaking a big part of being an effective communicator but listening is equally important. Effective communication can go along way with a client who desperately may need support and assistance. Be clear, concise and use proper vocabulary. Always refer to clients as Sir or Ma---am.--- Speed --- Always handle each call with the highest level of professional service We must always be mindful of the time we spend with a client to ensure we can collect the necessary information and provide the right amount of support.--- Creativity --- All agents need to be creative and able to provide workable solutions for any type of question that may come your way. If you are unsure, ask a Supervisor for guidance.--- Respectful --- Be respectful to clients, peers and supervisors. While working in a virtual environment, keep your personal communication with others to a minimum to ensure clients are being given your utmost attention without distraction.

Keywords: Cortech, Columbus , Disaster Relief - Customer Service Reps, Sales , Columbus, Ohio

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