JOB SUMMARY Responsible for receiving and processing incoming phone calls for assigned clients and program in accordance with corporate and department policies, procedures, quality standards and applicable laws and regulations. JOB RESPONSIBILITIES • Connect with customers to help resolve and find solutions to customer issues of a technical nature • 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 • Maintain in-depth knowledge of assigned client's products and service • Responds to requests and calls from customers related to client specific programs and products • Identifies and responds to customer's needs based on designated procedures of account/client • Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients • Escalates calls to supervisor when necessary and appropriate • Responds to requests for assistance and/or possible processing of credit card authorizations • Tracks ting and reporting purposes • Provides feedback reports on ted to downtime and/or training issues OTHER RELATED DUTIES • Escalates calls to supervisor when necessary and appropriate • Maintains and updates customer information as necessary • Provides support and assistance as needed • Up-sells to customer upgrades as necessary • May perform other client specific duties as necessary and required by program/account • Other duties as assigned Minimum Education and Experience: • High School Diploma ired; graduation from a college with an Associate's degree preferred • Customer service experience • Phone related customer service • Familiarity with Microsoft Windows, Word, and Excel applications • May require client specific bilingual language requirement, as necessary Knowledge, Skills and Abilities: • Knowledge of product/procedures • Ability to use ems • Customer service skills • Strong interpersonal skills • Excellent oral and written communication skills • Strong listening/comprehension skills • Ability to stay composed and objective • Patience/empathetic • Demonstrate a positive attitude Work Environment: • Constant work performed in a climate controlled, call-center environment • Constant usage of ems