Support Specialist I

• Ensure safe work environment 

• Live the CLEAResult Culture Code  

• Answer caller questions in a variety of channels utilizing scripts and your knowledge to resolve customer challenges 

• Identify customer needs and provide solutions 

• Outbound calls as needed including influencing customers 

• Ability to cross promote other products 

• Maintain accurate records in a database including properly documenting customer interactions  

• Consistently meet Key Performance Indicators (KPIs)  

• Contribute to process improvements in a team-based environment  

• Other responsibilities as required 

Expectations: 

• Meet performance goals below as well as any other set by Supervisor 

• Maintain 92% or greater adherence 

• Maintain Quality Rating of 9 or greater 

• Sales per Hour/Conversion rates will be set depending on client 

• Approach each customer interaction with first call resolution in mind 

• Follow all published Standard Operating Procedures.  

• Maintain an expected level of professionalism whether in an office or in a remote location.  

• Learn new programs and tasks as needed to meet utilization goals set by Supervisor.  

• Uphold CLEAResult culture framework in personal performance and be an active contributor in developing the CLEAResult culture within the company 

Qualifications: 

• Ability to follow all safety requirements  

• 0-1 years in customer service  

• Demonstrate resourceful and energetic approach with all interactions  

• Experience operating contact center phone software  

• Accurate computer keyboard and data entry skills 

• Experience with Microsoft office applications  

• Excellent listening, telephone, verbal and written communication skills are essential 

• Possess strong organizational skills with meticulous attention to detail 

• Resilient attitude and adaptive to change 

• Ability to work well in a fast-paced team environment and manage multiple tasks with continually changing priorities 

• Ability to work flexible hours; split shifts are required on an as needed basis. Schedule may change with minimal notice. Must be willing to work evenings & Saturdays 

• Bilingual English/Spanish a plus 

Qualities: 

• Energetic 

• Resourceful 

• Resilient 

• Kind 

• Empathy 

• Patience