LMS - Senior Associate

Duties/Responsibilities: 

• Answer incoming calls from customers, responding to questions in a prompt and professional manner, ensuring the customer receives the highest level of service. 

• Provide accurate and complete information to customers by using the applicable tools, resources and outlined procedures. 

• Understand the company's products or services to effectively address client questions and concerns.  

• Identify customer needs through active listening, researching issues, resolving problems, and providing solutions.  

• Document calls in the call center database. 

• Follow specific scripts or call flows to ensure accuracy of information provided.  

• Meet outlined performance metrics which may include call quality metrics, customer satisfaction survey scores, and average speed of answer.  

• Attend training sessions and team meetings to enhance skills and knowledge. 

• Use a positive, friendly, and persuasive attitude to connect with customers, communicate clearly over the phone, manage high call volume at times, and follow up when necessary. 

• Demonstrate professional grammar, tone, and volume over the phone. Use proper sentence structure, positive language, and effective transitions. 

• Show a willingness to learn new things and adapt to company guidelines and procedures. 

• May perform other administrative duties as assigned. 

Required Skills/Abilities: 

• Strong phone and verbal communication skills along with active listening  

• Exceptional communication and interpersonal skills. 

• Empathy and customer-oriented approach. 

• Ability to handle multiple tasks and prioritize effectively. 

• Proficient in call center software and technology. Experience with Zendesk is a plus.