Customer Comment Line Specialist

The Customer Comment Line Specialist (CCL Specialist) is responsible for assisting and directing customer issues to proper corporate management or field management employees in an accurate, detailed, and prompt manner. Reporting to a Contact Center Supervisor the CLL Specialist will record, track, update and report on outstanding issues/tickets, communicate concerns, analyze data and perform other duties as assigned.

Support field and Corporate

• Professionally answering incoming customer calls in order to gather information, document complaint through ticketing system and resolve.
• Handle all first line escalation calls from inbound CC, complaints and or questions
• Prompt response to inquiries forwarded from Web site/social media.
• Engaged in resolving calls (VM), letters, and emails and processing through resolution

Manage calls and resolutions:

• Follow call through to initiate prompt resolution in a professional manner; attempts to resolve complaints successfully in accordance with established guidelines and informs supervisor/management of all unresolved complaints.
• Ensure the delivery of calls to correct management personnel or representatives utilizing the company's purpose, core values, and vision.
• Ability to diffuse stressful situations and secure information to begin resolution of call.
• Responds to all customer complaints

Maintain:

• Enter call into ticketing system and run related reports.
• Maintain entire process of correspondence with customer(s) and management teams.
• Maintain all established SLA's and expected QA scoring
• Maintain and Facilitate any compliance and/or Federal/State regulations

Experience Required: At least 1 year of AA CC, telemarketing, and/or leadership experience preferred.

Knowledge Required: Excellent written and verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Microsoft office knowledge and proficient in Excel. Ability to read, write, evaluate, and apply information. Ability to interact professionally and exhibit appropriate social skills. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. Ability to develop and maintain business relationships.

Physical Requirements: Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location. Ind1

Flexibility: This position requires availability for business hours; Monday through Friday 9am - 9pm and Saturday 9am - 6pm.

Travel: No Travel

Attire: Professional attire (as required by company standards).

Other: Must eligible to work in the USA and able to pass a background check, drug screen, and references.