Customer Experience Agent

Job Details

eWorldES was founded in 1999 and has become a proven and trusted company in the Information Technology and Solutions development community in Hawaii. Our staff of over 450 associates provide a wide range of skills and experience that we leverage to form efficient, multifaceted, collaborative project teams. Our success derives from the delivery of quality results and the development of our people. We are devoted to our clients and working in partnerships with organizations to meet and exceed their goals. Our extensive network of experience allows us to construct and deliver quality, scalable, and comprehensive enterprise solutions and innovate and modernize local businesses in Hawaii.

About the role

• The Customer Experience Agents serve as the frontline support for individuals reaching out for assistance and guidance.
• This role is pivotal in providing essential services to those in need by effectively handling the first layer of inquiries and requests.

What you'll do

• Gather relevant information from callers to assess their needs and determine appropriate next steps.
• Assist families in need to navigate the application process for food stamps.
• Maintained accurate records of all client interactions in the call center's database system.
• Adhere to established protocols and guidelines for handling sensitive information and maintaining confidentiality.
• Identify and escalate complex or urgent cases to designated supervisors or higher-level support staff for further assistance.
• Prioritize urgent cases, ensuring immediate attention and assistance.
• Participate in ongoing training and professional development activities to enhance knowledge of departmental policies, procedures, and resources.
• Organize and maintain detailed records of client interactions, ensuring a seamless follow-up process.

Qualifications

• Qualified candidates must reside in the island of O'ahu to be considered for this job opportunity.
• Prior experience in a customer service or call center environment strongly preferred.
• Strong interpersonal and communication skills, with the ability to effectively interact with individuals from diverse backgrounds.
• Ability to effectively communicate with callers over the phone, conveying information clearly and concisely while maintaining professionalism.
• Skill in actively listening to callers to understand their needs, concerns, and inquiries, and responding appropriately.
• Strong customer service skills, including the ability to provide courteous, patient, and helpful assistance to individuals in challenging situations.
• Analyze caller inquiries and concerns, identify solutions or appropriate resources, and resolve issues effectively and efficiently.
• Ability to work collaboratively with colleagues and supervisors, sharing information, seeking assistance when needed, and contributing to a positive team environment.
• Strong organizational and time management skills, with the ability to prioritize tasks, manage multiple calls simultaneously, and meet performance targets and deadlines.

eWorldES is committed to competitive, equitable compensation ranging from $18 to $20 per hour for this Contract position. Final pay, influenced by factors such as experience, skills, education, licenses/certifications, and/or geographic location, underscores our dedication to pay equity. Top-range hiring is reserved for exceptionally qualified candidates. Our decision-making considers internal and external factors to craft compelling final offers.

 eWorld Enterprise Solutions

 05/02/2024

 All cities,HI