Urgently · 20 hours ago

Customer Service Agent

United States

Full-time

Remote

Entry Level

$17/hr - $17/hr

2+ years exp

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Responsibilities

Become cross trained to operate in Urgently’s platform; CSS, Teams Channels, Incontact chats, JIRA.

Perform outbound calls to customers and stakeholders to address their recent service experience.

Receive inbound calls/chats.

Perform aftercall, UDA, and JM work by identifying the root cause of the case.

Crossed trained in JM, UDA, and aftercall work.

Be able to create and handle any job at any point.

Own the case until job completion.

Able to make executive decisions when working cases.

Elevate the relationship with partner representatives, and customers so the workflow is consistent.

Ensure workload is being properly executed in a timely manner.

Continue building the foundation with the partner.

Able to take accountability of the work delivered and making independent decisions.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Inbound call center experienceOutbound call center experienceEffective documentationGrace under pressure