Customer Response Analysts - MMC Group
Austin, TX
About the Job
Position: Customer Response Team Analyst
Location: Austin, TX 78701
Pay: $15.00 an hr
Shift: Day
The Customer Response Team Analyst position plays a critical role for our clients customer pogram within Customer Experience. The CRT analyst is responsible for responding to highly escalated consumer complaints. This includes handling inbound or outbound potentially escalated contacts from our clients customers.The analyst is responsible for researching and responding to customer inquiries and escalations from internal and external sources and identifying opportunities for improvement in our cients customer experience.
Responsibilities:
- Resolve escalated issues related to pending authorizations, pending deposits, fraud and charge backs (disputes), distributor agents, or any complex issue that cannot be resolved at the CSII or CSIII agent level
- Consistently make sound judgment calls to resolve escalated customer issues
- Issue monetary adjustments for refunds and/or charges
- Identify opportunities for process improvements in customer service that lead to higher standard of service for our cleints customers.
Skills/Education/Experience:
- Two or more years of customer service experience, preferably in an escalations capacity
- Strong written and verbal communication skills, with the ability to patiently explain processes, procedures, and company information to Customers and external agencies
- Ability to collect and analyze data to assist in identifying trends/process gaps
- Relates well to all kinds of people
- Calm demeanor when handling escalated situations
- Able to multi-task while working in a fast-paced environment
- Ability to work a flexible work schedule a plus
- Self-starter with sharp eye for detail required
- Ability to work well in a collaborative work environment
- Bilingual/Spanish preferred but not required.
Source : MMC Group
