Full-Time Partner Network Agent

As a Partner Network Agent you will be a resourceful individual who consistently meets and exceeds individual goals and demonstrates a proven capacity to troubleshoot technical issues to resolve quickly. Additionally, the ideal person will consistently maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Primary Duties and Responsibilities:

• Daily logging, follow-up, and closing service requests in ticketing system
• Responsible for manning and responding to inbound email and inbound phone calls
• Participate in training programs that reach at least 30 hours per quarter
• Work quality review via QC Scorecards, as well as phone and ticket review, weekly
• Conduct monthly one-on-one reviews of individual performance, production scorecards, and quality scorecards. Also, team and division performance review via Towne Hall group meetings
• Participate in projects outside the Partner Network (e.g. CI teams), as assigned
• Perform additional duties as assigned

Skills Required:

• Strong organizational skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with internal and external customers
• Proven ability to multi-task and manage timelines and deadlines
• Pay close attention to detail, accuracy, and completeness
• Demonstrate strong problem-solving skills, and customer service skills
• Proficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and Power Point
• Ability to learn specialized software programs and navigate company databases
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
• Ability to use sound judgement to make good decisions based on information gathered and analyzed

Education and Experience:

• 1+ years of Customer Service Representative experience in a similar industry, required
• 1+ years of technical support experience, preferred
• High school diploma or equivalent

Physical Requirements:

• Ability to sit and stay focused for long periods of time
• Vision correctable to 20/20
• Finger dexterity for keyboarding and computer usage

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