Description

The Advisor I, Email Support position interfaces with customers via inbound emails, outbound emails/calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.

Essential Functions/Core Responsibilities 

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

   

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

   

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

   

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

   

• Maintain basic ...