Client Resolution Advocate

Education:
Associates Degree

Position Purpose:

O’Connor & Associates has an exciting opportunity for Client Resolution Advocate to work in a fast pace Call Center environment. This is a senior position in the Customer Service environment. The (CRA) will assist in establishing best in class service by acting as a liaison for O’Connor & Associates ensuring the customer /client concerns are addressed and resolved in a timely customer service focused manner.

Scope and Responsibilities:

• Will provide support to our customer service team by assisting with escalated issues received via telephone, e-mail, mail or fax.
• Will log inquiries for tracking purposes which will be used for ongoing training.
• Responsible for heavy interaction with clients, peers and supervisory team.
• Responsible for researching, resolving and following up with clients.
• Will be responsible for inbound / outbound calls.
• Will act as a liaison between the client and company resolving level II concerns that require higher level research and resolving escalated customer issues.
• Supports our growing number of clients and services while continuously demonstrating proficiency in product knowledge and call handling skills.
• Will assist with coaching and development and may be asked to perform in a leadership capacity.

Requirements:

• Customer service / Call center experience, with 2 years of experience preferred.
• Strong leadership or supervisory background in a performance-driven environment preferred.
• Proficient in Microsoft Office and the ability to demonstrate strong aptitude and knowledge of computer hardware/ software.
• Experience with coaching and team development in a call center / customer service environment is helpful. (Not required)
• Strong interpersonal skills, organization and time-management skills.
• Self motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple tasks.
• Strong ethics and integrity
• Ability to maintain excellent communication and customer service skills in a high pressure environment.
• Ability to work in a team environment while resolving issues with tact and diplomacy.
• Establish and maintain a favorable rapport with clients and co-workers
• Bilingual a plus