Customer Service Representative (Administrative)
The Customer Service Representative is responsible for providing the face of zizzl through engaging interactions with both external and internal resources. Our Concierge Team Members will be responsible for answering all member calls and questions while reflecting on our company values and seeing all inquiries to completion. This individual will manage clients and general queries through email, tickets, and phone. Will need to learn zizzl technology to have the capability to locate information to guide the queries. Successful candidate must be intelligent, well spoken, exude a patient attitude and have strong computer skills. This entry level position has large potential for internal growth in an entrepreneurial fast-growing organization.
Manage day-to-day relationships with members, including open items logs and issue resolution.Proactively monitor benefit and technology administration processes to ensure accuracy and mitigate downstream issues.Respond quickly and accurately to system questions.Ensure client satisfaction by providing excellent service resulting in consistent high Net Promoter Scores (a measure of client satisfaction).Follow up and return calls to members if calls are missed in a timely and effective manner.See all member inquiries to completion, either by phone or by email.Record and track all member calls for quality and training purposes.Successfully partner with various members of the zizzl organization across multiple projects and teams.Know and continually build knowledge about our products and technology.Actively participate in zizzl sponsored professional development and training initiatives.Assist with project work as assigned (examples include application field mapping, system testing).Proactively seek out opportunities for efficiency and accuracy in daily tasks.Other duties as assigned.
Hours of operation will be 8 hours shifts, as our call center is open from 8am 5pm CT Monday Friday (typically either 8am 4:30pm or 8:30am 5pm). During a limited period of time, shifts may include some off hours work (i.e., a 11:30am 8pm shift) as our call center is open from 8am to 8pm CT Mon-Fri for a three-week window in late November/early December during our Open Enrollment season.
