The SME (Subject Matter Expert) is a Tier 2 level support agent that is responsible for supporting Tier 1 team members by being the go to individual on the production floor and in training, for answers to any product related questions.

 

Job Responsibilities and Job Requirements: 

 

·      Greet member phone call/process claims in a professional and courteous manner as directed by management.

·      Must be able to scheduled to work, 40+ hours a week and be flexible to meet the floor needs.

·      Evening and weekend shifts will be required to meet business need as directed by management.

·      Assess all in-bound activities to accurately and efficiently address member’s needs by maintaining a strong customer focus.

·      Establish and maintain effective relationships with staff members to gain their trust and respect.

·      Communicate with team members in a warm, helpful and professional manner while simultaneously building credibility and rapport.

·      Be patient and compassionate while working as a team player and using all your available resources to provide the best outcome to the member.

·      Be efficient in navigating multiple systems.

·      Participate in ongoing training and self-development.

·      Maintain advanced knowledge of procedures, product information and online resource tools.

·      Maintain regular attendance and punctuality as scheduled, and adhere to all company time and attendance policies.

·      Participate in activities designed to improve customer satisfaction and business performance.

·      Ability to work in a face paced environment with extreme attention to detail and ownership.

·      2-Years of Customer Service experience in a high-volume call center or face-to-face business environment preferred.

·      1-Year of Experience within Concentrix Business Unit preferred with proven results in Tier 1 Agent/Processor role.