Customer Support Agent_9.18.17 at TaskUs TX
Customer Support Agent
San Antonio, Texas Full Time Operations
Through brilliant people, innovative technology and operational excellence, TaskUs is the rocket fuel behind some of the soaring successes our clients have experienced! The Inbound Customer Support Agent position is located in San Antonio, Texas.
TaskUs is the leading customer experience agency that provides exceptional back office support and customer care solutions for some of the world's most notable brands and disruptive companies. We embrace a culture that fosters a best-in-class employee experience. With a unique focus on transformational growth, we provide the people, process and technology needed to deliver operational excellence, scale support systems and increase our partners' bottom lines. TaskUs has been recognized on the Inc. "5,000 Fastest Growing Private Companies in America" list the past four years and The Los Angeles Business Journal's "100 Fastest Growing Private Companies" the previous three years. TaskUs is headquartered in Santa Monica, California, with operations across the United States, Latin America and the Philippines. At TaskUs, you will work with the most revolutionary companies in the world, learn and grow your careers with unrivaled colleagues, and thrive in our hip downtown office near the Pearl District.
About the Role
The Customer Support Agent acts as a Relationship Management Consultant and plays a vital role in building the relationship with the consumer applicant and borrower base. The Customer Support Agent fields inbound customer inquiries and processes loan applications. In this role, you will act to resolve member dissatisfaction; make outbound contact to members who contact us, provide Operations support to the Business Development team; and act as a rapid response unit for special projects as assigned.
Training Dates and Hours
September 18, 2017 – September 29, 2017 9:00am – 6:00 pm
Production Hours of Operation
Mon-Thu 6am to 11pm CST AND Fri-Sun 6am to 7pm CST
Essential Job Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ø Respond to applicant's inbound inquiries via phone, secure chat, and email
Ø Exercise consultative sales techniques demonstrating strong call control
Ø Provide world class customer service through First Call Resolution
Ø Document every correspondence with applicants and borrowers clearly and concisely
Ø Perform outbound outreach to applicants and work with the applicant and the operations team to successfully move applications through the sales process to funding
Ø Request and secure required documentation according to documented company procedures
Ø Deliver timely, accurate and actionable information as appropriate
Ø Improve upon and refine sales and customer service knowledge and techniques through ongoing training
Ø Strong ability to overcome objections, deescalate inquiries and be genuinely empathetic in conversation with Members
Ø Take ownership of resolving member inquiries and attempt to foresee causes of additional inquiries
Ø Share insights with management regarding the root causes of Member inquiries, concerns, and complaints
Qualifications and Experience Required
Ø Professional demeanor and strong work ethic and the ability to build positive working relationships
Ø Previous experience in financial services/sales and/or experience in a contact center
Ø Strong verbal and written communication skills
Ø Advanced computer skills with solid proficiency in Microsoft Office Suite and databases
Ø Ability to exhibit grace under pressure with high impact decision making abilities
Ø Ability to meet critical deadlines in dynamic, rapidly changing environment
Ø Self-motivated, resourceful, productive on teams as well as independent work
Ø Ability to work evenings, nights and weekend days and overtime
Ø Experience handling high volume transactions
Ø Track record of successful high impact decision making
Ø College degree desired. High school diploma or GED required.
Ø The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Ø This is a sedentary job. While performing the duties of this job, the employee is regularly required to talk, write, speak and listen. The employee is frequently required to sit, stand; walk; use hands, fingers to type, handle or feel any necessary tools to perform his/her duties; and reach with hands and arms.
If you're looking for a new challenge or just want to be a part of something historic, join us. Let's change the way the world works. To learn more about TaskUs' career offerings and to apply, please visit https://taskustx.interviewed.com
TaskUs, Inc. is an equal opportunity employer.
Meet Some of TaskUs's Employees
Sr. Director of Client Services
LaNae manages the San Francisco office and oversees all Bay Area accounts. She collaborates with Client Service Managers on strategy sessions and handles frontline operations from the Philippines.
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