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Responsible for supporting all methods of customer contact within the prescribed expectations for complex books of business. Individuals in this position will work in a rapidly growing inbound contact center where our customer service is World Class. 

Key Responsibilities

+ Answer incoming customer communications from complex books of business, which will involve assessing caller’s needs, entitling the call through the use of software, analyzing the situation, and offering accurate solutions.

+ Respond positively to customer’s questions in a timely manner.

+ Research complex customer questions thoroughly to provide accurate information and solutions.

+ Provide accurate information to the customer, anticipating future concerns and communicating next steps in the process effectively.

+ Overcome customer objections via deft communication and de-escalation skills, to solve problems, instill confidence and build client brand-loyalty.

+ Engage with other areas of the business as needed to meet customer needs.

+ Act on behalf of the customer’s best interest within external and internal teams and operations to ensure the smoothest experience possible for the customer.

+ Identify process improvement opportunities to ensure smooth operations for internal processes as well as from customers’ perspective.

+ Maintain a positive attitude and support Commitment to Excellence.

+ Maintain On-time attendance and schedule adherence.

+ Maintain meets or exceeds scorecard rating (engagement, productivity and quality goals).

+ Provide on the job training for new employees.

Key Skills   

+ Empathizes with customers in a genuine way that lets them know you care about their issues. 

+ Deeply cares about building relationships with customers and providing the best, tailored solution. 

+ Strives to offer an effortless customer experience and provide thorough and concise responses. 

+ Leverages a positive outlook and high energy/enthusiasm to turn negative situations into positive ones. 

+ Is a team player that can follow and/or lead as needed, and is comfortable reaching out across teams.  

+ Independent thinker and problem-solver who excels at breaking down complex issues. 

+ Is inquisitive; proactively experiments and tries new things. 

+ Knows the right questions to ask to really understand the customer’s ask, provide comprehensive solution, and proactively address/prevent future issues. 

+ Able to pinpoint customer requests/asks from ambiguous, open-ended wording. 

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Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.

Working with Accenture in the United States,  you can join ranks with more than 211,000 people in 120 countries and work with clients in nearly every major industry worldwide, including 96 of the Fortune Global 100, more than three-quarters of the Fortune Global 500 and government agencies around the world. Accenture’s people build careers in different areas of business, specifically Consulting, Technology and Outsourcing, as well as within our internal corporate functions.

With the breadth of talent our people have, they not only build strong careers, they offer their talents and skills to help clients and communities around the world.