Client Results Associate – Customer Service at Liveops

Remote
Liveops

Client Results Associate – Customer Service

  • Client Results
  • CLIEN01080
  • Full-Time
  • Remote – USA

The Purpose of Your Role

Your role is foundational to Liveops success. You nurture a culture of engagement and create a community with our thousands of independent Agents. They turn to you for support and you’re a key element to their businesses’ success. As the first line of interaction with our Agents, you provide an exceptional Agent experience while ensuring client success. You do this by managing processes to maximize Agent support, performance, and satisfaction while showing empathy and positivity. The ideal candidate is a self-starter, adaptable & focused on driving Agent performance & retention.

The Expertise We’re Looking For

  • 1+ years of contact center/BPO experience or comparable customer service-related work experience
  • Mastery of computer basics with an affinity towards technical systems
  • Functional proficiency in Microsoft products to include Outlook, Word, Excel, and PowerPoint
  • Excellent oral and written communication skills
  • Ability to display sound critical thinking and root cause analysis skills
  • Proactive, adaptable and can work with a sense of urgency while keeping a strong attention to detail
  • Flexible work schedule to include days, nights, overnights, weekends, and holidays
  • Bachelor’s degreeor equivalent years of work experience required

The Skills You Bring

  • Demonstrates a high level of customer experience to support the Agent community
  • Team player with the ability to collaborate with cross-functional teams
  • Highly motivated self-starter with a can-do attitude
  • Capable of utilizing provided resources to assist the Agent community
  • Ability to recognize trends within the Agent community and quickly escalate concerns for effective resolution
  • Experience interacting in a fast-paced environment while keeping positive relational and influencing skills intact
  • High-stress endurance with the ability to quickly pivot from one focus to another
  • Strong organizational, multi-tasking, and time management skills
  • Proven ability to educate & motivate others

The Value You Deliver

  • Partner with program and cross-functional teams to support the growth of the client business and the Agent community
  • Deliver a consistent, excellent customer experience to the Agent community by personalizing interactions and showing empathy in every Agent engagement
  • Provide real-time support to Agents by utilizing resources to quickly answer on-call questions
  • Promote active Agent engagement and advancement by diagnosing, troubleshooting and resolving Agent issues via both on-call and off-call communications
  • Actively contribute to Agent retention by utilizing current and new support tools
  • Professional participation in client-specific activities such as email/Slack communications, calibration calls, responding to support tickets, engaging with agents in the forums, etc.
  • Consistent implementation of skills and knowledge to manage and prioritize competing tasks; ability to multi-task and pivot from one task to another to include internal and Agent communications, on/off-call Agent questions, and more
  • Support the onboarding/teaching/training of new team members through shadowing

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