Call Center Customer Service Representative

Customer Solutions Representative

Preventure has an immediate need for a talented Call Center Customer Solutions Representative to join our team. The ideal candidate thrives working in a busy call center, managing incoming calls and email inquiries with a high level of technical computer skills including using Salesforce platform.

We have a unique environment and company culture that we value greatly and we are looking for Customer Service talent with the right personality and attitude that will complement this. Our industry is cool, too, as we are in the behavior change business – making people healthier, happier and more productive. If you enjoy the hum of a busy and engaged call center, finding solutions around healthy behavior change for participants, and navigating around multiple technical software platforms, then Preventure wants you!

MISSION

Provide proactive resolution of identified issues, and support, educate, and engage participants in client wellness programs resulting in increased participation.

RESPONSIBILITIES

• Work within the Salesforce platform to effectively manage customer calls and email to case traffic from initiation to close, driving engagement, identifying root cause of issues and proposed solution.
• Resolve product or service problems by clarifying the customer challenges.
• Maintain a personal annual customer experience survey score of 4.5 or better.
• Ensure that customers are met with a cheerful and positive voice at all times, completing each customer interaction with a thumbs up from the customer.
• Support Customer and Client expectations by meeting or surpassing department benchmarks regarding call volume, average hold time and average handle time
• Build collaborative partnerships with the internal Account Team through documented issue identification, resolution and case reduction.
• Demonstrate continuous curiosity such as learning about new product functionality and features, understanding of daily bug bulletin and seeking knowledge to address gaps.

QUALIFICATIONS:

BA in a related field is preferred but a combination of education and experience may substitute.

At least 3 years’ work experience in a high-volume, fast-paced call center environment with a proven knowledge of customer service principles and practices.

Strong technical and computer skills, the ability to apply creative problem solving and to work with employees of all levels is required.

The ability to maintain a positive and supportive attitude and remain calm under pressure. Must be comfortable with a customer intimacy model, where solutions and service are specifically responsive to the needs of the client and their employees.

Must be able to work well as part of a team building respectful and trusting relationships. Demonstrated interest in being a lifelong learner is helpful.

OTHER Requirements:

• Must reside within 60 minutes of our Coventry, RI corporate office
• Excited to work in a fast paced, rapid fire environment supporting others

Job Type: Full-time

Job Location:

• Coventry, RI

Required education:

• Bachelor’s

Required experience:

• Call Center: 3 years
• Salesforce: 1 year