Position: Not Applicable

Job type: Full-time

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Job content

About 24-7 Intouch

24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story - https://youtu.be/a6CvsUKYN8g

About The Job

The Customer Service Representative II (CSR2) plays a critical role within 24-7 Intouch. They provide front-line direction to our Customer Service Representatives, and work in collaboration with support teams and program leadership.

As Customer Service Representative II (CSR2), You Will…
  • Represent our client partners, learn and maintain knowledge of client brand and philosophy, as well as promotions, and processes
  • Be an advocate and role model for our employees
  • Build partnership with Real Time Analyst/Manager on duty to manage the center’s service level:
    • Reviewing long call/high aux usage
    • Follow up with employees to move from one channel to another (i.e. project work to voice, attending up-training, etc)
    • Identifying high volume trends
    • Complete attendance wellness checks
    • Solicit extra time and VTO’s when applicable
  • Submit and follow up on helpdesk tickets
  • Report trends to the Operations leaders

Requirements

As Customer Service Representative II (CSR2), You Have…
  • High School Diploma or equivalent is required
  • Ability to successfully work across cross-functional teams/groups
  • Demonstrate a positive work ethic and commitment to achieve the best possible outcome
  • Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
  • Excellent communication skills; listening, verbal and written
  • Ability to use spreadsheet applications to access, review and speak towards data and reporting
  • Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
  • Leadership aspirations. You’re interested in learning how to develop your leadership skills and be an advocate, and role model to our CSRs
  • Attention to detail, be meticulous in your work details, have a work ethic, and the ability to plan and execute your day
  • Ability to work a variety of shifts, including days, evenings, and holidays
  • Working knowledge of Microsoft software (Word, Excel, Powerpoint)
  • Ability to communicate professionally verbally and in writing

By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining hisher personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
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