CLC Hiring for Customer Service Representative at Roseville, CA Full Time

The Customer Care Representative is responsible in providing high quality service by assisting our clients with their legal and financial benefits through their (EAP) Employee Assistance Program. The goal is assist the member with their service inquiry, to educate the member on their benefits, the processes of working with a legal or financial professional, and to resolve the service inquiry in a timely, efficient, and professional manner. Responsibilities include listening to client requests, customer education, creating/ maintaining customer files, when appropriate providing a legal referral or setting an appointment with a financial coach, customer follow-up by email or telephone, and documenting customer satisfaction.

Essential Functions:

Receives and responds to customer service inquires via the telephone and emails, frequently updating all parties involved (i.e., the member, the EAP, Senior Management, etc.). Continuously providing excellent accurate customer service to all customers Exceeds company standards to customer satisfaction, accuracy, quality and timelines Articulates important information to the customer and ensures the customer understands the information Must be an excellent communicator and educator, providing professional, concise and excellent service to all clients for all lines of business (i.e., EAP customers, MSA members, and Non-EAP customers) Learn, understand and communicate the MSA program features, added values, and benefits. Always maintaining a positive professional attitude while being a team player and cooperating with all departments. Continuously provides excellent telephone etiquette (incoming and outbound calls) Has the ability to multi-task (listen to the customer, document conversation in the database, and speak to the customer) Has the ability to demonstrate excellent verbal and written communication skills The 3 C’s (courteous, compassionate and consistent) is a guiding principle in all customer interactions, both written and verbal Perform any other duties as assigned To type a minimum of 30 WPM

Knowledge, Skill, and Experience:

Minimum Education (or substitute experience) required (indicate preferences, if applicable):

• 2-year college degree or equivalent work experience.

Minimum Experience required (indicate preferences, if applicable):

• 2 + years experience in customer service, preferably in a call center environment .

Skills required (indicate preference, if applicable):

• Excellent customer service skills – demonstrates excellent telephone etiquette (incoming and outbound calls).
• Strong time management skills – has the ability to multi-task (listen to the customer, document conversation in the database, and speak to the customer while handling a high call volume).
• Exceptional listening skills – has the ability to handle and retain large amounts of information as it relates to the customer, the customer’s benefits, and limitations.
• Has the ability to demonstrate excellent verbal and written communication skills.
• Typing skills – type a minimum of 30 WPM.
• Intermediate computer skills (i.e. excel, word, Internet, & Gmail).

Work Environment & Physical Demands

While performing the duties of the job, this position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to sit, stand, talk and hear. Travel is not required for this position.

Company Description

We provide members with access to top rated attorneys in their local communities, and Identity Theft Protection.

We provide members with access to top rated attorneys in their local communities, and Identity Theft Protection.