Note: The job is a remote job and is open to candidates in USA. Morgan Franklin Consulting LLC is a company that delivers growth and career advancement opportunities in a dynamic culture. They are seeking a Level 1 Call Center Agent to provide exceptional support to customers in their 24x7 call center, handling ticket escalations, processing call transactions, and ensuring prompt service delivery.
Responsibilities
- Ticket/Issue Escalations for assigned call center
- Accurately process and record call transactions using a computer and designated tracking software
- Assist with last-minute coverage needs
- Review customer’s information and determine the issue by evaluating and analyzing the symptoms
- Deliver service and support to end-users, including via remote connection or over the Internet
- Research required information using available resources
- Follow standard processes and procedures
- Follow up and make scheduled call backs to customers where necessary
- Stay current with email, team chats, system information, changes, and updates
- Follows proper escalation procedures as defined by management
- Ensure customers receive prompt, accurate and courteous service
Skills
- 1-2 years of experience in the Information Technology and/or Call Center field preferred
- 2-year Associates degree or equivalent experience is desired
- Proper phone etiquette and effective listening skills
- Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar
- Knowledge of customer service principles and practices (ITIL training a plus)
- Medical/clinical terminology is preferred, but not required
- Must be able to sit for long periods of time
- Experience supporting software computer applications and equipment from a remote helpdesk environment
- Experience with mobile device support (iPhone and Android)
- Must be a team player and build good working relationships across all functions of the company
- Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus
- Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
- Need to be flexible, adaptable, and possess creative problem-solving skills
- Listening Skills: Attentively listens to understand and interpret what is being said
- Judgement: Forms reasonable interpretations about relationships and situations that affect actions. Develops objective opinions
- Marketing: Interprets, delivers, and communicates value to appropriate target audience
- Emotional Intelligence: Maintains a high level of self-awareness and the ability to appropriately identify, manage, and respond to the emotions of self and others
- Written Communication: Develops written communication that is clear, concise, grammatical, and influential
- Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation
- Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical
- Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection
- Social Confidence: Exhibits self-confidence in social settings and when dealing with others
Company Overview
MorganFranklin Consulting is now Highspring, a leading global professional services organization with three integrated offerings—Consulting, Managed Services, and Talent Solutions. It was founded in 1998, and is headquartered in Mclean, Virginia, USA, with a workforce of 501-1000 employees. Its website is http://morganfranklin.com.