PURPOSE OF THE POSITION
CBE Companies has openings for Full Time LNP Analysts in our Clarksville, TN call center for a temporary assignment. This temporary assignment is a customer service role taking inbound and outbound calls, as well as working queue’s. Upon completion of the temporary assignment, you will be eligible for other roles within the organization. Starting pay will range from $16.25 – $18.25 per hour, depending on the days worked. Although this is a temporary assignment, CBE will be offering benefits to those that are interested. If you choose to sign up for our benefit package, your pay would then be $13 – $15 per hour.
As an LNP Analyst, you will be representing the client providing excellent customer service on the phone to the consumer. Inbound and Outbound calling efforts will consist of using effective relationship building skills to partner with the customer and help problem solve to complete ports. You will be required to navigate multiple systems during these phone calls while functioning efficiently on the computer. Our efforts focus on protecting the client’s brand reputation and creating a positive customer experience. Excellent customer service skills desired.
DUTIES AND RESPONSIBILITIES
- Take action to meet or exceed Customer expectations. This includes asking questions to accurately identify Customer needs, summarizing the steps to be taken and follow up to ensure the Customer was satisfied with the results.
- Take responsibility for one’s own actions and holding others accountable for theirs; assuming responsibility for a job well done; being dependable, hardworking and focused on what whatever is necessary to get the job done; demonstrating a commitment and pride in one’s own work.
- Accurately and efficiently performing multiple responsibilities simultaneously and/or frequently moving from one acidity to another without losing focus.
- Excellent verbal and written communication skills
- Accurately document accounts in a timely manner on the computer while speaking to the customer at the same time.
- Able to work flexible work schedule, required weekends and holidays as needed
- Achieve the schedule adherence and compliance expectations
- Meet productivity and call quality standards as set by the business
- Dispute resolution and customer escalation process to be followed consistently
- Adhere to all guidelines and requirements as set forth by individual clients
- Must be able to retain training concepts through a 4-5-week training program and apply all concepts when starting on the production floor
- Definition of Success in this position:
- Achieve all key performance indicators
- Excellent at building customer relationships and creating a good customer experience as measured by the Quality Monitoring process
- Attention to detail
- Ability to be coached and apply coaching feedback
- Willingness to learn and help others
- Tolerance for repetitive work
- Successfully demonstrates the ability to work in a fast-paced environment
- Successful compliance related to attendance requirements and work schedule adherence.
- Positive attitude with the ability to remain calm in stressful situations
- Flexible to schedule changes
- The Company reserves the right to change or assign other duties to this position as appropriate. Extensive travel may be required
- Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
- Must be able to remain in a stationary seated position up to 85% of the work shift.
- Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
- Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
- Must be able to exchange accurate information with co-workers, consumers and/or clients or vendors who have work related inquiries.
- Must be able to communicate with consumers and maintain compliance with all federal, state and local laws, rules and regulations.
- Must be able to communicate with consumers and maintain compliance with corporate objectives and standard operating procedures.
Requirements
- High School Diploma or its equivalent
- Six months of customer service experience
- One year experience in a Windows based computer environment.
CBE Companies is an Equal Opportunity/Affirmative Action Employer. CBE Companies is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including pregnancy), sexual orientation, national origin, gender (including gender identity and transgender status), genetic information, disability, veteran status, or other protected statuses in accordance with applicable federal, state, and local laws. Background checks required.