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Call Center Representative
Job Location: Morrow, GA
Assist customers with a wide variety of questions via information accessed through the computer.
Review employee accounts and answer questions based upon established policies and procedures.
Maintain current knowledge of Aon’s programs and services through on-going classroom and computer-based programs.
Possess the ability to troubleshoot complex issues with little guidance
Possess a high degree of tack, diplomacy and professionalism when dealing with all types of customers
Possess the ability to work under pressure in a call center environment
Possess exceptional conversational and problem solving skills
Ability to multitask and be able to diffuse difficult situations
Possess the ability to decipher and articulate the customer perspective so that the customer’s needs and concerns are accurately and empathetically addressed
Excellent interpersonal and telephone communication skills
Perform additional tasks as directed.
Essential skills and experience
College degree or Junior College degree preferred in addition to 1 year full time customer service related experience in financial services and/or health care industry
High School diploma or equivalency and 3 years customer service related experience in financial services and/or health care industry.
Ability to multi-task (talk and type at the same time) and use multiple applications
Excellent interpersonal, verbal, written and listening communication skills
Proficient use of the Microsoft Suite, Windows applications and Lotus Notes while focusing on multi-tasking using several windows applications at once while assisting a customer
Ability to provide outstanding customer service while ensuring that the customer’s questions, issues and concerns have been satisfied
Computer literate with the ability to learn customer service software applications
Ability to be flexible, adaptable and dependable in an environment constantly upgrading/enhancing service/technology capabilities to its’ customers
Flexibility to work specified shift and extended hours as necessary