Department:     Operations                                           Reporting
to:   Supervisor

Supervises:      NA                                                        FLSA:   Non-Exempt

Company
Summary:

At arvato, we measure our success through the
successes of our customers. Our DNA is built upon Customer Obsession, Ownership
and Continuous Improvement (Hustle). We achieve our goals by means of
experience, state-of-the-art technologies, creativity, passion and a commitment
to quality, innovation and having fun! Come and join our team today!

Position
Summary:

This position is responsible for providing
problem resolution and world class customer experiences for incoming service
inquiries which are basic or routine. May answer inquiries, solve problems, and
perform limited troubleshooting using provided scripting and published
materials. This position supports client customers in the following area:
technical and service support. The individual in this position must possess
strong customer service and troubleshooting skill they have an entrepreneurial
spirit with individual initiative that delivers on a culture of doing
everything possible to ensure that every customer they interact with feels
satisfied in an empowered environment In addition, they will be responsible for
adhering to personal performance metrics, accepting coaching, and improving
their personal performance as instructed.

Overall Responsibilities:

·        
Responds to customer inquiries by
understanding inquiry; reviewing previous inquiries and responses; gathering
and researching information; assembling and forwarding information; verifying
customer's understanding of information and answer.

·        
Records customer inquiries by
documenting inquiry and response in customers' accounts.

·        
Supports account’s specific programs

·        
Assists in developing and streamlining
procedures

·        
Nurturing high-end clientele and be
contact person for status of application and orders, billing issues, customer
profiles, program and campaign information

·        
Answers telephone, e-mail, fax, letter,
chat and newsgroup inquiries posed by customer

·        
Provides appropriate feedback and
settlement to all customer contacts (including referrals to other
organizations)

·        
Assists customers in enrollment process
including but not limited to in depth information on program benefits, terms
and conditions, application options, as well as technical support on tools, and
resolving any open issues with the customer

·        
Takes orders over the phone for
replacement materials

·        
Processes application materials and
other assigned tasks and makes compliance decisions in accordance with program
requirements and Microsoft guidelines

·        
Processes and investigates returns

·        
Updates and maintains Contact Management
System Software

·        
Contacts customers for marketing, survey
and follow up purposes

·        
Performs necessary job costing
functions. Enters manual orders into ERP system

·        
Captures and documents customer
complaints

·        
Keeps abreast of program changes and
informational updates

·        
Works with Microsoft and Vendor owned
tools and websites

·        
Complies with company set procedures

·        
Supports account’s specific programs

·        
Assists in developing and streamlining
procedures

·        
Take in customer credit card information
and Personal Identifiable Information with the responsibilities of protecting
the data as defined in the client security requirement, company information
security policies.

Job Requirements:

Knowledge,
Skills & Abilities:

·        
Customer
Orientation and Focus

·        
Ability to
multitask (talk, type, navigate)

·        
Minimum typing
speed 20 WPM

·        
Problem solving
and resolution skills

·        
Strong internet
navigation and website user knowledge

·        
Organizational and
team work skills

·        
Conflict
resolution skills

·        
Experience with
contact center technologies

·        
Experience working
in a Financial/Banking industry an asset.

·        
Sales,
cross-selling, and up selling experience desirable.

·        
Ability to work in
a fast paced environment.

·        
Excellent verbal
and written communication skills.

·        
Computer
proficiency and knowledge of how and when to use reference material and on-line
information.

·        
Phone Etiquette
skill.

·        
Flexibility in regard
to work schedules

·        
Ability to
maintain strict confidentiality with customer account information.

·        
Strong customer
services skill.

Experience:

·        
Minimum high
school diploma or equivalent, required

·        
Prior contact
center or customer service experience preferred

·        
Demonstrated
problem solving and decision making skills.

·        
Effective time
management and organizational skills.

·        
Experience in
Windows and Internet-based environment required.

Physical Demands & Work Environment: 

The physical demands and work environment
characteristics described here are representative of those that must be
met by an employee to successfully perform the essential functions of this
job.  Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

·        
Physical demands: while performing
duties of job, employee will primarily be using a computer to complete his or
her job functions as described above. 
Sitting at a desk and typing for a consecutive amount of time may be
required to complete his or her job functions as described above.  Lifting Employee talk, hear and read.

·        
Requires mobility.

·        
Requires the use of office equipment
such as multi-line telephone systems, fax machine, telex, copy machine,
computer and calculator.

·        
Requires reaching up to 24 inches.
Requires the ability to distinguish letters, numbers and symbols. Requires
hand/eye coordination.

·        
Requires the ability to work long hours
and endure stressful conditions.

·        
Ability to be extremely flexible.

·        
Work environment:  Noise level in the work environment is within
normal conditions

·        
Work is performed in office environment.

·        
Constant contact with staff and
customers

Standard General Security Roles and
Responsibilities         

·        
Understand and adhere to policies,
guidelines and procedures pertaining to ethics and compliance, and to the
protection of Information Assets, integrity of customer transactions, proper
and ethical utilization of access privileges and resources provided to perform
the role. Fully comply with all provisions of the Company Code of Conduct,
Acceptable Use Policy and Confidentiality Agreement.

·        
Protect company assets, systems,
proprietary and confidential information in accordance with arvato
Confidentiality policy and Corporate Information Security Policies and
Procedures.

·        
Proactively
report actual or suspected ethics and compliance violations, vulnerabilities,
security incidents and breaches in the confidentiality, integrity or
availability of Information assets as per the Company’s Incident Reporting
Process.

·        
Process
personal data, client data and employer business specific data in accordance with