Associate Services Support Specialist Location Ada, OK : Job Summary: The Associate Services Support Specialist is responsible for providing exceptional customer support and assistance to clients and customers using the company's products and services. In this role, you will serve as the primary point of contact for associates, addressing their inquiries, resolving issues, and ensuring their satisfaction. Responsibilities: Collaboration with other teams within the organization is essential. You will work closely with the Associate Services Team to address associates' concerns and provide insights that contribute to customer satisfaction and retention. Continuous learning and staying up to date with product knowledge are vital to provide accurate and effective support. You will be expected to familiarize yourself with the company's products and services, updates, and new features to address customer inquiries and provide guidance. Under moderate supervision, your primary responsibility will be to respond to associates' inquiries and provide timely and effective support through various channels, including phone, and email. You will need to possess effective communication skills to clearly understand customer concerns and provide accurate and helpful information or solutions. Building rapport and maintaining a professional and friendly demeanor with customers is crucial for ensuring a positive customer experience. Performance Outcomes Administrative Tasks Daily, weekly, monthly reports Handle inbound/outbound emails Respond promptly to associate inquires Maintain Associate's individual files. Issue Resolution and Collaboration Investigate and resolve customer issues by gathering relevant information, analyzing problems, and employing troubleshooting techniques. Escalate complex cases to senior representatives or supervisors when necessary. Actively participate in process improvement initiatives to enhance customer satisfaction and streamline support processes Performance and Documentation Meet or exceed performance targets, such as response time, resolution time, customer satisfaction ratings, and other key performance indicators (KPIs). Multitask effectively to handle multiple customer interactions while maintaining attention to detail and delivering accurate information. Utilize computer systems, software applications, and customer relationship management Document customer interactions, inquiries, and resolutions accurately Provide feedback and suggestions to management for improvement in customer support processes. Education, Knowledge, and Experience 1-3 years' experience in a call center environment preferred. High School Diploma or Equivalent required. Proficiency with Microsoft Office Applications Great organization and communication skills. High degree of accuracy, attention to detail and confidentiality. Demonstrates a sense of urgency and ability to meet deadlines. Department: 9331 Associate Support and Success Time Type: Full time Commitment to Equal Opportunity PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination. If you require a reasonable accommodation to complete the application process, please contact Human Resources at: .
