### Job Title: Contact Center Officer
**Company:** Lincoln National
**Location:** New York City, New York, US
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
### Job Description
**Overview:**
Join Lincoln National as a Contact Center Officer and be part of a dynamic team dedicated to providing exceptional service to our clients. We are seeking energetic and motivated individuals who thrive in a fast-paced environment and are passionate about helping others. As a Contact Center Officer, you will be the first point of contact for customers, handling inquiries and providing solutions with professionalism and empathy.
### Key Responsibilities:
- **Customer Interaction:**
- Answer incoming calls, emails, and chats from customers in a timely and efficient manner.
- Build rapport with customers by providing personalized service and addressing their needs.
- **Issue Resolution:**
- Diagnose customer issues and provide appropriate solutions using critical thinking skills.
- Follow up with customers to ensure their issues have been resolved satisfactorily.
- **Documentation:**
- Maintain accurate records of customer interactions in the CRM system to ensure a seamless experience.
- Ensure all correspondence and resolutions are documented according to company standards.
- **Collaboration:**
- Work closely with team members to resolve complex customer issues effectively.
- Participate in team meetings and contribute ideas for process improvements and customer service enhancements.
- **Performance Metrics:**
- Meet or exceed performance targets including call handling time, customer satisfaction scores, and issue resolution rates.
- Actively seek feedback and opportunities for personal and professional development.
- **Training & Development:**
- Participate in ongoing training sessions and workshops to stay updated on product knowledge and customer service best practices.
- Assist in training new team members as necessary.
### Requirements:
**Education & Experience:**
- Bachelor's degree preferred or equivalent experience in customer service.
- Minimum of 3 years experience in a contact center or customer service role.
**Personality Traits:**
- Energetic: Able to maintain a positive attitude while multitasking in a high-volume environment.
- Motivated: Demonstrates an intrinsic drive to achieve goals and provide excellent service.
**Soft Skills:**
- Teamwork: Ability to work harmoniously within a team and contribute to collective goals.
- Critical Thinking: Capability to assess situations quickly and devise actionable solutions effectively.
**Technical Skills:**
- Proficient in using customer relationship management (CRM) software.
- Familiarity with Microsoft Office Suite and communication tools.
**Availability:**
- Flexible availability to work part-time shifts, including evenings and weekends if required.
### Benefits:
- Visa Sponsorship: We are committed to enhancing our diverse workforce and offer visa sponsorship for eligible candidates.
- Paid Time Off (PTO): Accrue PTO for vacations, personal time, and illness.
- Employee Discounts: Enjoy discounts on company services and products.
### Working Environment:
At Lincoln National, we believe in recognizing and rewarding our employees based on performance and merit. We foster a collaborative and inclusive culture that encourages innovation, teamwork, and personal growth.
### Application Deadline:
Please submit your application by **September 24, 2024.**
### Equal Opportunity Employer Statement:
Lincoln National is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, ethnicity, gender, sexual orientation, age, disability, or any other protected status.
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If you are passionate about customer service and ready to take your career to the next level, apply today to become part of the Lincoln National family!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
