HYBRID CUSTOMER SERVICE REPRESENTATIVE: Full Time

JOB OVERVIEW:

Provide superior customer service in a contact/call center/help desk environment in support of a customer with high demands for privacy, confidentiality, precision, technology , and customer service skills. This is a full-time position. As a Hybrid Customer Service Representative, you will be responsible for receiving/responding to customer calls and managing in-coming and out-going mail correspondence. If you are detailed-oriented, enjoy working in a fast-paced environment, and are passionate about helping others, please apply today.

WHY WORK FOR SAVILINX?

At SaviLinx, we help people! It’s not just our job; it’s our mission. Founded in Maine in 2013, SaviLinx is a Women Owned and HUBZone-certified contact call center that has been named to the Inc. 5000 list of fastest-growing companies for five consecutive years.

JOIN THE SAVILINX FAMILY AND YOU’LL ENJOY:

• Medical, dental, life, vision, 401(k) with company match, pet insurance, and paid time off.
• Very competitive wages and additional pay for performance.
• 100% paid training
• Opportunities for advancement and professional development.
• All work equipment provided by SaviLinx.

ESSENTIAL JOB FUNCTIONS:

• Demonstrates ability to work in accordance with the Savilinx Guiding Principles.
• Exemplifies the SaviLinx Guiding Principles in all aspects of work.
• Resolves customer inquiries and concerns in accordance with the client and company policies and with the highest degree of courtesy and professionalism.
• Provides customer support through telephone calls, email, text, and chat technologies. Accurately documents all correspondence with end-users.
• Follows strict work instructions and procedures that may vary by account. Ability to adapt to continual changes to work instructions and procedures is necessary.
• Meets expectations for all balance scorecard metrics with demonstrated improvement over time. Follows proper escalation procedures for unsolved customer requests.
• Maintains productivity in accordance with support program and company standards.
• Participates in quality assurance monitoring and evaluation as it pertains to their role and will receive feedback on a regular basis.
• Attends and participates in team meetings and required training sessions.
• Provides mentoring, training, and development to other Customer Service Representatives as needed.
• Follows all safety, ethics, human resources and security policies and procedures.
• Demonstrates excellence in punctuality and attendance.
• Adheres to all COVID safety measures while in the facility.
• Regular and consistent attendance is an essential function of the job.

OUR GUIDING PRINCIPLES:

• Make every interaction Count
• Act with Respect and Integrity
• Demonstrate Passion for Continuous Improvement
• Be Worthy of Trust from all Stakeholders

SUPERVISORY RESPONSIBILITY:

This position has no supervisory responsibility.

EXPECTED WORKDAYS/ HOURS:

Typical work hours are 8 a.m. to 5 p.m. Monday through Friday

QUALIFICATIONS:

• Education: High school diploma or equivalent is required. College degree preferred.
• 18 years or older
• Time management skills and working independently are essential for this role.
• Excellent organizational, written, and oral communication skills.
• Computer proficiency and ability to navigate multiple computer screens and programs while talking with a customer.
• Customer-service oriented (empathetic, responsive, patient, and conscientious)
• Experience with maneuvering electronic data between various environments.
• Prior experience with PHI or HIPAA is preferred.

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.

PHYSICAL/ENVIRONMENTAL DEMANDS:

• Sedentary work that primarily involves sitting/standing. General, office (or home office) environment.
• The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully.
• Remaining in a stationary position, often standing or sitting for prolonged periods of time.
• Adjusting or moving objects up to 15 pounds in all directions.
• Communicating with others to exchange information.
• Repeating motions that can include the wrists, hands, and/or fingers.

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.

EOE/VETERAN/DISABLED

Experience

• 1 year(s): Customer Service

Education

• High School or better