Customer Service Specialist
Perform quality review of a variety of Contact Center customer service interactions based on standard operating procedures and specific business partner requirements. Perform root cause analysis and proactively identify trends and opportunities for positive reinforcement and talent development Use a wide venue of coaching tools and techniques to support Service Team. Mangers with coaching customer service representatives including one-on-one sessions when appropriate. Identify procedural gaps for business partners and follow existing process for notification and resolution. Maintain established accuracy results and adhere to internal quality processes and procedures. Monitor and support the accuracy of Quality review completed by vendors when appropriate. Actively participate in and/or facilitate a variety of business meetings (i.e. Business Function/Team, Quality Assessments, Calibration sessions, Enabling Solutions).
Minimum 1 year experience in call center and/or quality environment in disability insurance
Ability to work efficiently, both independently and as a team member
Ability to communicate with all levels of management, business partners and customers in a professional manner
Customer Service skills
Record Keeping Skills
Root-Cause Analysis
Presentations skills
Continuous improvement mindset
Coaching and negotiating techniques/skill sets
Driven and self-motivated
Prioritizing skills
Adaptability
Problem Solving Skills
Detail Oriented and Organized
Verbal and Written Communication
Multi tasker
According to JobzMall, the average salary range for a Customer Service Specialist in 751 Broad St, Newark, NJ 07102, USA is between $11.00 and $18.00 per hour. This range is based on the salaries reported by employers for similar positions in the area.
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Prudential Financial, Inc. is an American Fortune Global 500 and Fortune 500 company whose subsidiaries provide insurance, investment management, and other financial products and services to both retail and institutional customers throughout the United States and in over 40 other countries.
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