Customer Care Specialist Agent-ND

Summary of Position

The Customer Support Specialist (CSS) is a critical role in the support of the operations department. Their goal is to provide positive customer experiences by enhancing relationships between the business and the consumer. A Customer Support Specialist is a professional who is responsible for handling questions, comments, and complaints regarding a particular service or process. The CSS will resolve and answer customer problems and concerns directly, indirectly or through escalation. This role will also focus on compliance and will contribute to process improvement initiatives. This individual requires a solid understanding of integrity and demonstrate ethical behavior. The individual has access to potentially sensitive, corporate systems and company & customer information.

Essential Functions:

• Tracking customer experiences across online and offline via all communication services.
• Collaborating with other departments to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Responding to customer queries in a timely and effective manner, via all communication services.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.
• Based upon seasonality or business need, may need to perform loan processing functions.
• Must maintain a minimum of 90% in attendance record during employment.
• Other duties as assigned.

  Physical Demands

  While performing the duties of the job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. Must have ability to work post-office hours and weekends, as dictated by business needs. Must be able to tolerate moderate daily ambient noise levels. Must have transportation to meet shift requirements. Must be able to sit for long periods of time in front of computer monitor (s) daily and be able to focus while listening to audio recordings, talking, and typing data entry in screens daily. Occasionally lift to 5 lbs. Noise Level; moderate noise level daily in an office atmosphere.

  Work Environment

  The office is located at the MHA Systems office in Bismarck, ND. Normal working hours are 8:00 a.m. to 4:30 p.m. Must be flexible enough to work varying shifts as well as possible weekends when necessary or required.

  This position description is a general description of the essential job functions. It is not intended to describe all duties someone in this position may perform. All employees of MHA Systems are expected to perform tasks as assigned by management, regardless of job title or routine job duties.