Job Description
Job Description
General Job Description:
General Job Duties:
Monitor inbound social conversations across various clients' channels to identify brand response opportunities to customer comments, questions or concerns
Receive inbound calls and respond in a professional manner at all times to customer complaints, issues, or requests.
Manage and process inbound customer comments and calls within client-specific software platforms
Development of responses on the social channels within brand voice guidelines and a designated response time. Must be able to write own responses, no canned responses will be used.
Escalation and triaging of sensitive customer issues to internal client teams and stakeholders for resolution
Daily collaboration with team members and team leads on challenging or sensitive cases, identifying and vetting the best approach to manage
End-of-shift knowledge transfers and information download sessions to ensure other team members are aligned and aware of current case items still in progress or needing attention
Regular participation in relevant brainstorms and working sessions to generate new ideas and best practices for your team
Participation in operational or technical platform trainings, as needed
Ideal Candidate:
Savvy and clever wordsmith in English (Also Bilingual Spanish)
Grammar Super Hero, battling misuse of their, there and they're everywhere you turn
You have previous customer care experience either in-person, via phone or online channel
Proven ability to deal with problems and solve them effectively
Excellent organizational skills and attention to detail – just call you Captain Agent!
Positive, solution-oriented mentality
Self-motivated rock star and able to work independently as well as team up with the rest of the band when duty calls
You can manage a large queue of tasks for action and recognize priority issues, as well as escalate with effective communication
Ability to maintain accuracy, consistency, and quality in a fast-paced, multi-task environment
Experience with the Microsoft Suite and the ability to quickly learn and adopt new tools
High level of comfort in web-based applications, social media platforms, and navigation between tools
Job Requirements:
1+ years’ experience in call center customer service; sales related customer phone service
Computer navigation and typing proficiency
Strong reading comprehension and written communication skills
Experience with providing customer service over the phone and in written communications at a personal and professional level..
Strong internet connection to avoid issues during training and production.
High School diploma or equivalent
Job Types: Full-time
Company Description
At InStaff we do more than just supply talent. We recruit the best talent for your business. We hire talented job seekers for positions that match their skills, experience and interests. We motivate our people to perform by providing clear expectations and performance metrics. We lead the pack. Developing solutions for our clients, helping candidates reach their goals, all while providing unrivaled service - with a smile. Partnerships with a purpose. 80% of the staffing process is the same no matter who you work with. InStaff has mastered the 80%, so we "live in the 20%." We look for meaningful ways to partner with our clients. Light industrial staffing services and on-site staffing services are just part of what we do. Looking for a senior engineer? Need a skilled worker to close a talent gap? Need someone to manage temporary call center staff? Do you need a complete on-site solution to manage your large contingent staff? We'll work closely with you to create solutions to your workforce management problems, freeing you to focus on your business. Specialties Staffing, Recruiting, Human Resources, Consulting Website: http://www.instaff.com Industry: Staffing and Recruiting Type: Public Company Headquarters: BGSF 5850 Granite Pkwy., Suite 730 Plano, TX 75024