Job Details

JOB RESPONSIBILITIES

• Answers incoming customer calls; patiently and attentively listen to customer's concerns and questions to identify the core needs. Reiterates the identified concerns or needs to ensure agreement.
• Clearly communicate resolution options and timeframes.
• Enters incoming callers contact information, issues, and resolutions in software.
• Provides service that meets service level agreements (SLAs).
• Responds billing inquiries, quotes balance, payoff information, and processes paid in full notifications.
• Accepts payments over the telephone as well as through the mail, complying with privacy and regulatory guidelines.
• Contacts various departments to verify or clarify cemetery property or funeral service purchase and agreement in order to resolve inquiries accurately and timely. Discuss and escalates advanced cases to management for input or resolution.
• May initiate outbound customer calls to provide issue resolution or follow up. Completes responsibilities within company policies, procedures, and compliant with regulations.
• May maintain Customer Care processes, procedures, and job aids.
• Recommends efficiencies to management with the outcome to improve Key Performance Metrics.
• Takes the initiative learn and remain current on company products and industry terminology to facilitate customer issue resolution.

MINIMUM REQUIREMENTS

Education

High School Diploma or GED
Experience At least two (2) years of Customer Service experience
Experience using call center phone software a plus

Skills & Abilities.

• Bilingual in Spanish
• Professional verbal and written communication skills with the ability to remain steadfast under duress
  Second language is a plus, Spanish preferred
• Excellent Listening and empathy skills
• Dedication to customer satisfaction
• Proficient with database software, MS Office, Word, Excel, and Power Point
• Flexibility to work different shifts (including evenings, weekends, or holidays)
• Bilingual in Spanish, customer service skills.