Customer Service Agent 1 (Short term, Seasonal $15.40/HR +$5.09/HWB)

JOB TITLE: Customer Service Agent I (Short term, Seasonal $15.40/HR +$5.09/HWB)

DEPARTMENT: Operations

REPORTS TO: Supervisor

FLSA STATUS: Non-Exempt

OUR GUIDING PRINCIPLES:

Make every interaction Count

Act with Respect and Integrity

Demonstrate Passion for Continuous Improvement

Be Worthy of Trust from all Stakeholders

OVERVIEW:

This short term, seasonal Customer Service Agent I is responsible for supporting one or more clients with customer inquiries and support while demonstrating our core values. This position also updates the Company or external database(s) with all appropriate information. This position supports all quality assurance efforts and program criteria while dialing out, taking inbound calls, and handling email. The CSA I position requires strong customer service and communication skills as well as an individual with flexibility to work variable hours, including evenings, and overtime. This is a short term position which trains from our facility and works from home position with compensation of $20.49/hr ($15.40 + $5.09 HWB).

ESSENTIAL FUNCTIONS:

• Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
• Resolves customer’s inquiries and concerns in accordance with the client and company policies and federal regulations.
• Provides customer support through and phone calls.
• Follows strict work instructions, security verifications and SOPs that may vary.
• Adapts to continual changes to work instructions and procedures as needed.
• Meets expectations for all balance scorecard metrics; demonstrates improvement over time.
• Follows proper escalation and de-escalation procedures for unsolved customer requests.
• Maintains productivity in accordance with support program and company standards.
• Attends and participates in required training sessions.
• Follows all safety, ethics, human resources and security policies and procedures.
• Must keep all systems open and be responsive to management during working hours.

SUPERVISORY RESPONSIBILITY:

No supervisory responsibility.

EXPECTED WORKDAYS/ HOURS:

This position requires full, flexible availability including evenings and overtime as needed. You must work the full last day.

LOCATION:

Train from center, work from home.

QUALIFICATIONS:

• High school diploma or general education degree (GED); and one-year related experience and/or training; or equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Excellent customer service and speaking skills.
• Must be 18 years of age or older.
• Must be able to train and work from our facility.

OTHER DUTIES:

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY:

SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER