Exela Technologies
Tulsa,OK, US
4d ago

About Exela

Exela Technologies, Inc. (Exela) is a location agnostic, global business process automation (BPA) leader combining industry-specific and industry-agnostic enterprise software and solutions with decades of experience.

Our BPA suite of solutions are deployed in banking, healthcare, insurance and other industries to support mission critical environments.

Exela is a leader in work flow automation, attended and un-attended cognitive automation, digital mail rooms, print communications, and payment processing with deployments across the globe.

Exela partners with customers to improve user experience and quality through operational efficiency. Exela serves over 3,700 customers across more than 50 countries, through a secure, cloud-enabled global delivery model.

We are 22,000 employees strong across the Americas, Europe and Asia. Our customer list includes 60% of the FortuneĀ® 100, along with many of the world's largest retail chains, banks, law firms, healthcare insurance payers and providers and telecom companies.

Why Exela?

A global, public company (Nasdaq : XELA), the people behind Exela are as important as the company itself. Our team's extensive experience across multiple industry verticals give us a better sense of our clients' needs.

That begins with teams comprised of individuals from diverse backgrounds with different perspectives.

Join our global team as we create advancements in business process automation solutions that impact our client's mission-critical operations across the industries they serve.

The diversity of our workforce and their inspiring ideas resonate throughout all that we do - don't just read about digital innovation, be part of the revolution!

Health & Wellness

  • We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members;
  • paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available.

    We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.

    Military Hiring :

    Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members.

    Individuals will be considered no matter their military rank or specialty.

    Job Description

    Position Telephone Customer Service Representative

    Position Type Hourly

    Location Norcross, GA

    Shift 8-5 / 9-6 or 11-8 (sat or sun possible 9-5)

    Duration Temporary (approximately 4 months)

    Job Summary

    Ideal candidate will provide exceptional customer service while supporting inbound calls and emails, including but not limited to addressing caller inquiries, providing general information to callers, walking callers through website navigation, and basic troubleshooting guidance.

    Exceptional service is defined as providing a warm, engaging level of interaction with the caller, i.e., high engagement, diffusing angry or upset callers, and initiating active and passive listening skills.

    The candidate should be able to follow scripts, while displaying excellent decision making skills.

    Job Duties & Responsibilities

  • Receives, evaluates and answers incoming customer calls and emails in a timely and professional manner
  • Able to utilize client website to relay general information and perform basic system access support
  • Able to properly handle high volume of inbound calls
  • Provides excellent customer service to all callers (i.e., friendly, interactive, warm, and engaging)
  • Applies basic knowledge of systems, procedures, customers and products to perform assigned functions
  • Participates in initial and ongoing training to improve knowledge of product, processes, and procedures
  • Able to follow pre-defined scripts
  • Displays excellent verbal and written communication along with active listening skills
  • Follows standard procedures as set by the Department Manager
  • Able to identify, properly document, and resolve or escalate consumer complaints as per client guidelines
  • Ensures that data transmitted to client particularly for complaints, fully and accurately describes the issue to be resolved
  • Follows all safety and security procedures and notifies supervisor of potential hazards promptly
  • Performs other duties as assigned by management
  • Able to work assigned schedule
  • Experience

  • Minimum 1 year of progressively responsible Customer Service experience, preferably in a call center
  • Excellent verbal and written customer service and interpersonal skills
  • Ability to multi-task, talk and type at the same time with above average typing speed
  • Excellent time management skills
  • Above average computer skills
  • Excellent patience and problem solving skills
  • Ability to work independently in a team environment
  • Verifiable, stable work history
  • Successfully pass a background check and drug screen
  • Physical Requirements

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Repetitive motion is required
  • Required to work at a computer for long periods
  • Required to stand, walk, simple grasp, reach with hands and arms
  • Required to regularly site, talk and listen
  • Required to possess close vision and ability to focus
  • Conditions include normal call-center office environment. Occasional exposure to dust, dirt, toner, ink and other environmental factor is possible.
  • EEO Statement :

    Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender / sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

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