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Title:  Customer Experience Agent-C&RS

Requisition Id:  1192
Job Function:  Customer Experience
Career Area:  Customer Service

Bilingual Mandarin Customer Support

Position Purpose:

The Team Members are an integral part of the Contact Center team within the Communication & Related Services business unit. This Senior Customer Experience Agent is the primary interface with the customers on a daily basis through all methods of communication and handles more than routine customer interactions and is adept at providing service to more complicated clients.

Key Job Activities:

1) This position handles more than routine customer care interactions and telephone answering service calls and is adept at providing service to more complex clients. Communication vehicles may include telephone, e-mail, chat, video or other method
2) Client interactions may involve researching and gathering of information and independent judgment is often needed to determine level of urgency and appropriate response. Handles complex customer care/answering service calls based on training guidelines and responds according to the client protocol
3) Must maintain key performance indicators and acceptable performance levels to support the assigned customer base. Must adhere to Stericycle company policies and code of conduct
4) Utilizes intermediate or advanced technical skills and operates multiple remote systems or software simultaneously
5) Handles client interactions that may consist of more complex industry specific terminology (e.g. medical practices, insurance, automotive, non for profit) May be assigned to a dedicated client for specialized training and support
6) Maintains customer confidentiality as needed and required by HIPPA bi-laws
7) Other assigned tasks as needed
8) Reports to Contact Center Supervisor/Manager
9) Work from Home Agents must comply with the Work from Home Policy

Education:
Required Education: in High School or Equivalent
Experience (North America & LATAM):
Required Years of Experience: 0-2
Experience (EMEAA):
Certifications and/or Licenses:
Disclaimer:

The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth