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Executive Customer Assistance Specialist

Greyhound

This is a Contract position in Royse City, TX posted April 7, 2021.

Job Purpose:

Executive Customer Assistance Specialist is responsible for handling and resolving escalated issues (letters, emails, calls) and mentors Customer Service Representatives.

 

Key Duties:
  • Resolve customer issues originating from executive line calls, with cost effective methods.
  • Monitor and evaluate Customer Service Representatives quality of customer service
  • Stop payments/ reissue checks/ log information on voided/ return checks utilizing oracle.
  • Resolve issues from escalated calls from specialists, management, field personnel, Canada, and FirstGroup.
  • Communicate company and departmental changes to Customer Assistance Specialists.
  • Audit documentation/ checks issued by Customer Assistance Specialists prior to going out.
  • Monitor the call management systems and queue distribution, and ensure calls are being interflowed and that the Customer Service Representatives adhere to schedules
  • Attend weekly calibration
  • Actively engages the community as the company standard-bearer.
  • Additional duties assigned by Manager

 

Qualifications:

  • High School diploma or equivalent.
  • 1+ years Call Center / Administrative.
  • 1+ years Customer Service experience.
  • Associate degree or 2 years (equivalent).
  • Data Entry.
  • Type 25 wpm.
  • Excellent communication skills (written & verbal).
  • Ability to work well with all levels.
  • Ability to handle stress and remain flexible.
  • Knowledge of Winocular and trips.
  • Knowledge of Microsoft office, word, and excel.
  • Experience in a call center environment preferred.

 

Benefits of Working with Greyhound:

  • 15 days PTO
  • Medical, Dental, Vision, and Life insurance with COBRA reimbursement
  • Short and Long-Term disability coverage
  • FSA and HSA
  • 401K matching
  • Company sponsored training and continuing education, including tuition reimbursement
  • Collaborative team environment

 

Compensation: $32,000 (non-exempt)

 

Work Authorization: We cannot offer employer sponsorship at this time; candidates must be eligible to work in the US for full-time employment

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