NJ Employer Contact Center Associate III, Member & Geographic Activities in Piscataway, New Jersey

Job Summary:The IEEE Contact Center Representative will be responsible to service and troubleshoot IEEE Product & Service challenges presented by internal and external customers, members, staff, and volunteers via Chat, bulk mail, phone, and interdepartmental. The incumbent in the role provides prompt and professional high quality service and solutions on a consistent level. He/She operates within or above the established metrics and maintains these metrics to provide swift and accurate service at all times. He/She will assume ownership and accountability for resolution of all inquiries, attend ongoing training to develop job skills, products/services knowledge, and Contact Center skills. He/She identifies and recommends process improvements for optimal service; participates on teams and/or projects in support of the department objectives and other responsibilities as designated by the department supervisor. This individual works well with minimal supervisor and can make decisions to deliver high satisfaction to our members and customers. This position is under general supervision and typically reports to a Supervisor.Essential Functions:Typical tasks include but are not limited to:Provides practical solutions to IEEE members, customers, and web site visitorsUnderstands the methodology and works on problem solving solutionsReceives research and respond to member and customer inquiriesProvides personalized global support concerning IEEE products, services and benefitsHandles escalations using the First Contact Resolution methodologyFollows Contact Center SOP (Standard Operating Procedures)Practices the Journey Mapping methodology enhancing member and customer experiencesParticipates in all Contact Center outreach programsIdentifies and recommends solutions for process improvementsMaintains or exceeds department goals and objectivesAttends required training (50hrs), monthly communication meetings, networking sessions as scheduledHandles other responsibilities as designated by department managementVEVRAA Federal ContractorRequest Priority Protected Veteran ReferralsEOE -Veteran /Disabled/Minority/AA/F/M/SO