Description

As part of our dedicated Contact Center team, our Immediate Customer Response (ICR) Team provides a high level of customer service to create positive interactions with customers and colleagues every day, whether that’s delivering a memorable service experience, or helping to problem-solve.

In a highly collaborative environment, our colleagues on the ICR Team work together to resolve complex customer issues. As an advocate, you’ll act as an advisor for front-line colleagues and an escalation supervisor for complex call types. You’ll offer opportunities to support and coach frontline colleagues by providing counsel on a variety of issues. You’re empowered to provide on-the-spot problem resolution to customers within defined guidelines.

Primary Responsibilities

Handle inbound calls from frontline and Offshore Partner colleagues to answer questions and/or calls where a customer has requested a supervisor.Provide personalized customer service by responding to the needs of the customer with consideration for the customer relationship and a focus on retention.Develop and maintain problem resolution process to ensure quality customer responses.

Required Skills and Qualifications

De-escalation skills with a focus on empathyExcellent problem resolution skillsAbility to apply creative thinking to resolving customer issuesExcellent verbal and written communication skillsSuperior active listening skillsAbility to work independently in a fast-paced environment, with minimal supervisionAbility to learn and apply new concepts quicklySuperior ability to navigate through difficult situations with empathy

Preferred Skills and Qualifications

Strong, working knowledge of Customer Care systemStrong working knowledge of Microsoft Office productsAbility to identify trends and provide root cause analysisThorough knowledge of Citizens products and services

Hours and Work Schedule

Hours per Week: 40Work Schedule: 1030a-7p Monday, Tuesday, Thursday and Friday, 9:30am-6:00pm Saturday (Wed/Sun off) 

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.