Customer Service Associate - Future Opportunity

Conserve - Fairport, NY

Full-time

Remote - Fairport, NY

Administrative and Support Services

About the position

The Customer Service Associate role at ConServe involves initiating first-party calls on behalf of clients to assist consumers with their account-related inquiries. This position emphasizes a consultative approach to help consumers gather information and resolve issues effectively. The ideal candidate will be customer-focused, detail-oriented, and capable of thriving in a remote work environment.

Responsibilities

• Initiate outbound calls to consumers to build rapport and gather information.
• Provide answers and problem-solve for consumers regarding their accounts.
• Obtain information from consumers to assess their current financial situation and propose solutions.
• Document consumer account fields accurately using appropriate forms and codes.
• Gather necessary documentation from consumers and ensure proper follow-up.
• Meet daily, weekly, and monthly account penetration goals set by management.
• Maintain daily productivity by working a specified number of accounts and making an acceptable volume of phone calls.
• Manage and update records in the system to maximize contacts.
• Adhere to ConServe's Blueprint Quality Management System, Code of Conduct, and Compliance Program.

Requirements

• High School Diploma or GED required.
• Ability to work Monday through Friday, with specified shifts from 10:00 AM to 7:00 PM EST and 9:00 AM EST for four days.
• Prior customer service experience preferred.
• Fluent in conversational English; proficiency in reading and writing English is essential.
• Fluency in Spanish is a plus.
• Strong verbal communication skills with the ability to listen, persuade, negotiate, and resolve issues.
• Intermediate computer skills for documenting calls and navigating software and databases.
• Strong organizational and time management skills with attention to detail.
• Ability to follow directions and work independently to resolve problems.
• Ability to collaborate positively with coworkers and maintain confidentiality.

Nice-to-haves

• Proficiency in Word, Excel, ConServe's Database Systems, and email.