Customer Support Representative II in Rancho Cordova, CA at Volt

Date Posted: 7/12/2019

Job Snapshot

Job Description

Volt is seeking a Customer Service Rep, to join our team working with our client, the largest vision insurance company in the United States, in the Rancho Cordova, CA area. This is a temporary assignment with the possibility of converting to client's staff, depending on factors such as attendance and performance.


Location: Rancho Cordova, CA          

Pay: $18-$20/hr

Hours: Full Time 40 hours per week

Duration: 12 Months

Job Duties and Responsibilities

  • Demonstrate confidence and skill in guiding Customers in arriving at solutions that are supportive of strategic initiatives.
  • Identify and analyze trends and communicate to appropriate business partners. Suggest necessary corrections, changes or solutions. Appropriately elevate situations that could have broader customer or business impacts.
  • Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques. Remain current on all changes to policy, procedure and product information to accurately and consistently respond to inquiries.
  • Maintain and organize correspondence to ensure consistent, accurate and professional responses. Recommend updates to on-line knowledge management tools to clarify policy and procedures when conflicting information exists. May make recommendations or create new content.
  • Assist leadership staff in providing coaching and policy or procedural support to CSRs
  • Document performance opportunities acquired through escalated calls or frequent agent interactions, (compliments/complaints/coaching opportunities), and provides to appropriate Supervisor
  • May create and manage assignments of monthly audit inventory
  • May assist in the functions around complain and grievances, such as monitoring compliance, reporting, etc.

  • May assist in Identifying technical issues through problem duplication and manipulation of customer data to provide details to the software development team for product correction and improvement

  • May be required to utilize multiple hardware and software tools to troubleshoot a variety of issues

QUALIFICATIONS (Education, Experience, And Certifications)

  • Typically has the following skills or abilities:
  • Two to four years customer service experience handling complex issues in a high volume environment
  • One year taking ACD calls within a call center environment
  • Available to work any shift, including weekends, holidays, and/or overnight
  • Demonstrated effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and webchat
  • Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
  • Demonstrated ability to effectively coach and communicate with all levels of employees; possesses strong interpersonal skills
  • Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally
  • Demonstrated ability to learn, support change management and assimilate new information quickly
  • Excellent problem solving, critical thinking and effective negotiation skills
  • Ability to work at a computer 90% of the time
  • Ability to work within multiple complex systems to extract information needed to support customers 50-55 lbs. and in pushing or pulling machines on wheels, which may weigh up to 700 lbs., to move for repairs. Walking between buildings may be necessary.

If this looks like a great job for you, APPLY NOW and call 512-362-5245 to follow up on your application. We look forward to speaking with you!