AGENT, CSR, II

OVERVIEW

AGENT, CSR, II
Role: AGENT, CSR, II (Telemarketer)

Job Summary

The goal is to call subscribers of the various magazines published by Emerald brands who are close to expiring (yr 2 and yr3) and recently expired (3yr+) and using the telemarketing scripts try and renew as many subscribers as possible.

The schedule follows our tip-on requalification (requal) efforts to request renewals from those subscribers who did not respond to the tip-on requal.

The data provided to the telemarketer (from Omeda) will provide the current information on file for the subscriber – the telemarketer will need to confirm the current data and update as needed.  The files sent back to Omeda from the telemarketer should contain only those who have requaled (and any updated information) and those who have requested to no longer be called; to be removed from our file; or the telephone number provided for the subscriber is no longer valid.

The telemarketer should hold recordings of all telemarketing calls for 3yrs and be able to select any telemarketing requested for audit purposes.

RESPONSIBILITIES

Objectives:

1. Call handling

• Answers calls to address customer concerns
• Adheres to proper procedures in dealing with customers as well as procedure for re-escalations for unresolved issues.
• Coordinates closely with supervisors (T2) to resolve customer concerns.

2. Account training

• Attends training conducted to know Tier II responsibilities, additional tools, and proper department to contact for escalations.
• Attends conflict resolution training.

3. 1st Level Escalation Handling

• Handles escalations from Tier 1 and 2 (critical issues from Tier 2 reps)
• Handles First Level Escalation Resolution for the issues encountered by Tier 1 and 2

4. 85-90% Average Scorecard (Adherence, QA, Hold, Transfer, Attendance, DA)

• Adheres to goals
• Ensures zero DA within 6 months (Max)
• Ensures zero Absences
• Meets minimum Hold Time and Transfer Goals

QUALIFICATIONS

Competencies

Analytical & Logical Thinking

Ability to identify and assess relevant information, issues, and concerns; relate and compare data from different sources, and identify
alternative actions. Ability to approach a problem or situation using a logical, systematic, methodical or sequential approach.

Computer Literacy
Computer literacy is the ability to use computers and related technology efficiently, with a range of skills covering levels from elementary use to programming and advanced problem solving.

Keenness to Detail

Ability to pay keen attention to details in a job, situation, report, event, plan, activity, etc., to ensure that information is complete and
accurate, and all other aspects are attended to properly and adequately; and to follow up with those involved to ensure that agreements and commitments are fulfilled.

Multi-Tasking

Ability to maintain a high level of energy and commitment to juggle multiple tasks and priorities, and use available resources to get more done with less, all without losing focus.

Oral Communication

Ability to convey information orally to individuals or groups to ensure that they understand the message. Ability to express oneself clearly in conversations and interactions with others.