Alliance Safety Council
Job Details
Job Location Corporate Reiger - Baton Rouge, LA
Position Type Full Time
Tier 2 CSR - Level 1
Summary:
TheTier 2 CSR - Level 1 supports the Customer Solutions Department by providing advanced support, assistance, and case resolution on a day to day Customer Solutions functions as well as cases/phone calls that need to be taken to a higher level to be resolved.
Supervisory Responsibilities:
This position requires no supervisory responsibilities.
Essential Functions: Responding and resolving service and support inquiries received via phone, web, and live chat. Researching and resolving customer inquiries consistently to ensure customer retention and satisfaction. Serve as the final stop for all customer issues/inquiries including IT, Network Ops, Content Development. Identify customer issues and determine creative solutions. Provide feedback to supervision on potential process improvements/enhancements. Support Member Services and Customer Solutions with training on products offered including technology platforms and training-related programs. Answer phones in a professional and efficient manner. Communicate with customers on the resolutions of their issues, occasionally providing training to customers on products and services. Interact with internal departments on any issue/problem in order to expedite a resolution. Assist system subscribers and other safety councils with technical/course-related issues. Troubleshoot online access requests. Document service inquiries using provided technology platforms. Monitor case trend data in order to proactively resolve common issues with customers. Non-Essential Functions:
Upselling of products as the situation presents itself. Continual skills assessment training. Work independently and as a team on assigned projects. Other duties/tasks as may be assigned.
Other Skills and Abilities:
Must be dependable, able to communicate and work well with others, and act in a professional manner.
Computer Skills:
Must be competent in all functions Microsoft computer programs (Word, Excel, and Outlook). Extensive knowledge of all functionality of Alliance Safety Council training platform.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of Tier 2 CSR - Level 1, the employee must be able to stand for extended periods of time, be able to regularly walk, climb, balance, stoop and kneel and must occasionally lift and/or move up to 25 pounds.
Work Schedule:
Generally, Monday through Saturday, days and times vary depending on office schedule. Occasionally one Saturday a quarter for training and development as required. Overtime may be required.
Qualifications
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In addition, it requires knowledge and understanding of English grammar and basic computer skills. High school education or equivalent, including 2 to 4 years experience in the area of customer service as well as 1-3 years experience as a Level 1 or 2 Customer Solutions Rep. Knowledge of commonly-used concepts, practices, and procedures. Able to complete tasks with limited supervision and exercise some independent judgment. Ability to communicate in a professional and effective manner with all levels of customers, personnel, and managerial staff.
Job Location Corporate Reiger - Baton Rouge, LA
Position Type Full Time
Tier 2 CSR - Level 1
Summary:
TheTier 2 CSR - Level 1 supports the Customer Solutions Department by providing advanced support, assistance, and case resolution on a day to day Customer Solutions functions as well as cases/phone calls that need to be taken to a higher level to be resolved.
Supervisory Responsibilities:
This position requires no supervisory responsibilities.
Essential Functions: Responding and resolving service and support inquiries received via phone, web, and live chat. Researching and resolving customer inquiries consistently to ensure customer retention and satisfaction. Serve as the final stop for all customer issues/inquiries including IT, Network Ops, Content Development. Identify customer issues and determine creative solutions. Provide feedback to supervision on potential process improvements/enhancements. Support Member Services and Customer Solutions with training on products offered including technology platforms and training-related programs. Answer phones in a professional and efficient manner. Communicate with customers on the resolutions of their issues, occasionally providing training to customers on products and services. Interact with internal departments on any issue/problem in order to expedite a resolution. Assist system subscribers and other safety councils with technical/course-related issues. Troubleshoot online access requests. Document service inquiries using provided technology platforms. Monitor case trend data in order to proactively resolve common issues with customers. Non-Essential Functions:
Upselling of products as the situation presents itself. Continual skills assessment training. Work independently and as a team on assigned projects. Other duties/tasks as may be assigned.
Other Skills and Abilities:
Must be dependable, able to communicate and work well with others, and act in a professional manner.
Computer Skills:
Must be competent in all functions Microsoft computer programs (Word, Excel, and Outlook). Extensive knowledge of all functionality of Alliance Safety Council training platform.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of Tier 2 CSR - Level 1, the employee must be able to stand for extended periods of time, be able to regularly walk, climb, balance, stoop and kneel and must occasionally lift and/or move up to 25 pounds.
Work Schedule:
Generally, Monday through Saturday, days and times vary depending on office schedule. Occasionally one Saturday a quarter for training and development as required. Overtime may be required.
Qualifications
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In addition, it requires knowledge and understanding of English grammar and basic computer skills. High school education or equivalent, including 2 to 4 years experience in the area of customer service as well as 1-3 years experience as a Level 1 or 2 Customer Solutions Rep. Knowledge of commonly-used concepts, practices, and procedures. Able to complete tasks with limited supervision and exercise some independent judgment. Ability to communicate in a professional and effective manner with all levels of customers, personnel, and managerial staff.