Job Description

SaviLinx is a business process and marketing services outsourcing provider that combines skilled professionals, industry knowledge and advanced technology to help our clients create profitable relationships with their customers. 

SaviLinx is committed to the following Guiding Principles:

• Every single interaction is meaningful and important
• Create an inspiring, passionate culture
•  Empower creativity to bring forward innovative solutions
• Operate with respect and integrity in everything we do

JOB SUMMARY

This Customer Service Representative will be required to provide superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills. 

RESPONSIBILITIES AND DUTIES

1. Resolves customer inquiries and concerns in accordance with the client and company policies and with the highest degree of courtesy and professionalism.

2. Communicates with end-users using web-based tools regarding navigation of applications in a leveraged environment supporting one or more queues/skill sets over various accounts.

3. Provides customer support through telephone calls, email, text, and chat technologies. Accurately documents all correspondence with end-users.

4. Follows strict work instructions and procedures that may vary by account. Ability to adapt to continual changes to work instructions and procedures is necessary.

5. Meets expectations for all balance scorecard metrics with demonstrated improvement over time. Follows proper escalation procedures for unsolved customer requests.

6. Maintains productivity in accordance with support program and company standards.

7. Involved with quality assurance monitoring and evaluation as it pertains to their role, and will receive feedback on a regular basis.

8. Attends and participates in team meetings and required training sessions.

9. Provides mentoring, training, and development to other CSRs as needed.

10. Follows all safety, ethics, human resources and security policies and procedures. All other duties as may be assigned.

QUALIFICATIONS AND SKILLS

1.Seek opportunities for continuous learning via research, formal and informal training opportunities.

2. Attend and participates in team meetings and required training sessions.

3.Provide mentoring to other CSRs as needed.

4. Follow all safety, ethics, human resources and security policies and procedures.

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