Call Center Specialist - Military Veterans

AppleOne is proud to present:
The Default Service Representative is responsible for inbound customer service inquiries received from internal and external callers along with maintaining and growing a relationship between our clients and their customers.

Essential Duties and Responsibilities

• Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
• Take ownership of any inquiry, issue or concern the caller may have and determines appropriate course of action
• Answer inbound calls and fields questions pertinent to a file and determine appropriate course of action
• Initial point of contact after the sale of the property includes but is not limited to recognizing exposure and asking the appropriate, probing questions to best assist the caller.
• Document specific details of every call interaction within our CRM system, excellent phone etiquette, dedication to customer service, and strong problem-solving abilities a must.
• Answer all calls with the ability to de-escalating the call where appropriate and providing solutions that leave the caller with a clear understanding of their options.
• Access CRM details to determine extenuating circumstances including but not limited to providing information and explanation as to the status of the file.
• Handle most situations independent of a supervisor with ability to resolve conflicts and empathize with customers
• Provide superior service while showing empathy.
• Share feedback when training opportunities are identified
• Promote teamwork through consistency, reliability, and group cohesiveness
• Communicate effectively through oral and written communication
• Consider process improvements on a continuous basis and shares opportunities with Leadership
• Adhere to schedules while maintaining an acceptable level of service, customer satisfaction and quality

Job Requirements

Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED)
• Must possess effective verbal and written communication skills along with a highly developed sense of integrity
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Must possess proficiency in ability to type while speaking to customers
• Ability to work independently as well as in a team environment
• Ability to successfully complete client requirements testing
• Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
• Ability to adapt to new situations and learn quickly
• High level of flexibility in a constantly changing environment
• Ability to multi-task and manage several systems daily
• Ability to make decisions quickly by balancing company guidelines and customer needs
• High degree of dependability, motivation, and flexibility
• Must comply with Confidentiality Agreement
• Has “thick skin” and can handle complaints and unpleasant customers
• Desired Skills:
• Ability to type a minimum of 45-50 words per minute
• Previous experience in legal, insurance or banking industry preferred.
• Some College
• Bilingual

EEO/AA Employer/Vet/Disabled.





The Know Your Rights poster is available here:


https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf





The pay transparency policy is available here:


https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf





For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.





We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.





AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.


https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf





We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.


#2273

Experienced (Non-Manager)