Customer Service Agent 1 (Temporary, $17.07/hr + $4.93/hr HWB)

JOB TITLE

Customer Service Agent I (Temporary, $17.07/hr + $4.93/hr HWB)

DEPARTMENT

Operations

REPORTS TO

Supervisor

FLSA STATUS

Non-Exempt

OUR GUIDING PRINCIPLES

Make every interaction Count Act with Respect and Integrity Demonstrate Passion for Continuous Improvement Be Worthy of Trust from all Stakeholders

OVERVIEW

The Customer Service Agent I is responsible for supporting one or more clients with customer inquiries and support while demonstrating our core values. This position also updates the Company or external database(s) with all appropriate information. This position supports all quality assurance efforts and Program criteria, while dialing out, taking inbound calls, and email. This position is on-site for training, credentialing and through the first three months of work.

ESSENTIAL FUNCTIONS

Demonstrates ability to work in accordance with the SaviLinx Guiding Principles. Resolves customer's inquiries and concerns in accordance with the client and company policies. Provides customer support through email, text, and phone calls. Complete and pass an eQIP background check upon being hired and every 5 yrs. Follows strict work instructions and SOPs that may vary. Adapts to continual changes to work instructions and procedures as needed. Meets expectations for all balance scorecard metrics; demonstrates improvement over time. Follows proper escalation procedures for unsolved customer requests. Maintains productivity in accordance with support program and company standards. Attends and participates in team meetings and required training sessions. Provides mentoring to other CSRs as needed. Follows all safety, ethics, human resources and security policies and procedures. Regular and consistent attendance is an essential function of the job.

SUPERVISORY RESPONSIBILITY

No supervisory responsibility.

EXPECTED WORKDAYS/ HOURS

This position requires full, flexible availability including evenings and weekends as needed. On-site for training and through credentialing.

QUALIFICATIONS

High school diploma or equivalent required. College degree preferred. 1-3 years of customer service experience required. Must be 18 years of age or older.

OTHER DUTIES

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

SaviLinx, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER

Education Required High School or better Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.