GlowTouch, a UnifyCX company, is growing and looking for Customer Care Associates to join our motivated and ambitious team in San Antonio, TX.
What Will You Do?
As a Customer Care Associate you’ll be responsible for receiving and processing incoming and outgoing phone calls/emails inquiries and complaints for assigned clients and programs in accordance with corporate and department policies, procedures, quality standards, and applicable laws and regulations; as required, perform calls to businesses and consumers in order to assess and qualify new prospects and address customer inquiries, ensuring adherence to established policies and procedures; establish a good working relationship with team members and department contacts in order to maintain, and continuously strive to improve the level of overall service being provided.
Responsibilities:
Customer Care and Technical Job Functions: Connect with customers and potential customers to help resolve and find solutions to customer issues of a general and/or technical nature, while ensuring adherence to corporate and department policies and procedures.
- Exercise exceptional communication skills to optimize each contact with an existing or potential customer.
- Process incoming and outgoing focused phone calls to collect information, investigate issues, or diagnose and troubleshoot problems.
- Research and resolve issues, within the scope of responsibility.
- Obtain, enter, and verify customer information in designated systems.
- Document customer notes with clear, concise explanations in a timely, and accurate manner, navigating systems while on the phone and documenting as much of the conversation in real-time as possible.
- Maintain established quality, calls/interactions per hour, and response time metrics, while supporting overall goals and objectives.
- Maintain excellent product knowledge, stay informed with training updates and email updates.
- Follow proper escalation pathways determined by each program and situations.
- Maintain required documentation in an accurate and timely manner using established systems.
- Maintain excellent product knowledge, stay informed with training updates and email updates.
- Follow proper escalation pathways determined by each program and situations.
- Ability to demonstrate internet-based, multi-screen computer navigation with ease.
- Ability to demonstrate handheld, wireless device navigation and troubleshooting capabilities.
- Ability to demonstrate customer engagement soft skills.
- Escalate to Manager, any situation as documented in procedure or is outside of the associate's control that could adversely impact the Company or Glowtouch.
- Ability to handle customer support inquiries and customer support complaints.
- Ability to manage multiple channels of communication, including inbound and outbound phone, email, and chat.
- Ability to move between varying types of inquiries within the same shift.
Customer Retention (Soft)/Generation/Qualification: As required, perform calls to businesses and/or consumers to further qualify prospects, generate leads or retain customers for assigned client and program, ensuring adherence to established policies and procedures.
- Optimize each contact by outlining opportunities and benefits of pursuing relationship with assigned client.
- Document interactions based on client specifications in an accurate and timely manner.
- Maintain established calls per hour and response time metrics, while supporting Company goals and objectives.
General Job Responsibilities:
- Exercise exceptional customer service skills to optimize each contact with the customer.
- Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations.
- Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner.
- Maintain required documentation in an accurate and timely manner using established systems.
- Maintain strict confidentiality of information provided by customer or data accessed within assigned systems.
- Maintain an in-depth knowledge of assigned client's products and service, as well as policies and procedures regarding customer calls.
- Establish and maintain a professional relationship with internal/external customers, team members and department contacts.
- Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided.
Related Duties as Assigned
- The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents.
- Consequently, job incumbents may be asked to perform other duties as required.
- Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above.
Who are you?
Minimum Qualifications:
- Ability to demonstrate internet-based, multi-screen computer navigation with ease.
- Ability to demonstrate handheld, wireless device navigation and troubleshooting capabilities.
- Ability to demonstrate customer engagement soft skills.
- Ability to demonstrate understanding of the Insurance Industry. Understanding of Jewelry / Asset type of insurance is a plus.
- Minimum 6 months Insurance experience or 6 months customer service experience, preferably in a call-center environment.
- Preferred technical troubleshooting experience.
- Preferred customer service experience.
Job Type: Full Time
Location: On site
Pay: From $18.00 per hour
Retention Bonus: $500 (6 months after new employee’s start date)
Who We Are:
UnifyCX is a Global company with locations in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines, that provides personalized contact centers, business processing, and technology outsourcing solutions. In nearly two decades of operations, we have grown from a few employees in a single location to a global company with thousands of staff members who support an international clientele.
Our motto is “Putting People First” we truly value our employees, customers, and communities. Our focus goes beyond simply filling positions; we invest in our employees' long-term career growth. Our dedication to exceeding expectations has led to longstanding partnerships with clients, some of whom have been with us for decades. While others may speak of creating a supportive environment, we actively demonstrate it through our actions and approach.
Benefits: UnifyCX offers a comprehensive benefits package that includes health, life, vision, and dental insurance, as well as a 4% max matching 401K, and other financial opportunity options.
UnifyCX is a certified woman-owned business and an EOE employer that welcomes diversity.
Job Type: Full-time
Pay: From $18.00 per hour
Work Location: In person
