Call Center Representatives (Ashland, MA)

The Logistics Service Representative-Call Center Representative will support Reverse Logistics and/or Customer Experience Programs requiring client system access. This includes supporting the Company's processes through professional communications, both to and from customers, on behalf of OnProcess Technology's clients and updates the Company database with all appropriate information.
Performance Responsibilities:
Perform/handle outbound or inbound customer and/or client communications
Advise customers on behalf of OnProcess Technology's clients
Interact with customers via various methods of communication
Utilize clients third parties to provide the entitled service
Follow detailed instructions as outlined in Company documents
For service level agreement in jeopardy, follow established escalation rules
Resolve customer complaints and escalations
Update applicable Program Database(s) accurately
Appropriately handle challenging and unique customer situations in accordance with OnProcess Technology policies
Identify and escalate data or program specific issues to appropriate level of management
Meet or exceed OnProcess Technology's key performance standards and quality objectives
Work as an integral part of the Delivery Services team; contributing to the department's ability to consistently meet and exceed Contact Center performance goals
May be responsible for multiple programs and working cross-functionally through programs
Ad hoc duties and special projects
Previous customer service experience within a Contact Center
High School Diploma or equivalent
Attention to detail and accuracy
Multi-tasking skills including the ability to toggle between multiple computer windows
Strong written, verbal and interpersonal communication skills
Meet certification requirements
Ability to maintain confidentiality
Familiarity with or an ability to understand and utilize a database and Microsoft Office programs

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