Customer Care Associate II (Test Req)

• Responds to telephone inquiries and complaints using standard scripts and procedures

• Gathers information, researches/resolves inquiries and logs customer calls

• Communicates appropriate options for resolution in a timely manner

• Informs customers about services available and assesses customer needs

• Provides functional guidance, training and assistance to lower level staff 

• Provides assistance, training and troubleshooting support to lower level staff

• Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems

• Prepares standard reports to track workload, response time and quality of input

• Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness

• All other duties as assigned