Job Description

Description Job Summary: Primarily responsible for providing business to business telephone and email support to our external clients, as well as internal departments. The Specialist II must also serve as an escalation point for all Specialists. Job Duties Expectations: Provide Outstanding Client Service/Support Good troubleshooting and problem solving skills Adhere to departmental policies and escalation procedures Set an example with attitude and teamwork Exhibit advanced knowledge of all product and service changes Exemplify the Support Core Values Client Focused: Customer’s issues and questions are first priority. Enjoys working with and helping customers. Care about customer’s success. Takes responsibility for customer’s issues. Timely and well-documented follow-up. Ceaselessly accommodating and friendly to internal and external customers. Enthusiastic/Passionate: Committed to delivering ordinary service in an exceptional manner. Excitement should be evident in every customer interaction. Innovative: Advocates and embraces changes that improve the customer experience and make doing business with Passport consistently easier. Growing: Takes initiative to learn more about our products and services within and outside of the parameters of your job Team-oriented: Brings out the best qualities in our coworkers. Willing to consistently place the department and companies needs before your own. Impactful: Focuses on great results rather than process Empowering: Consistently seeks opportunities to empower customers. Knowledge, Experience & Qualifications Education & Experience: 2 -4 years of Call Center/Customer Service Experience Excellent Communication Skills Microsoft Office Experience (Excel, Word, Internet Explorer) Working knowledge of personal computers and Internet – SalesForce, or any other CRM experience preferred Special Skills and Knowledge: Attitude, Teamwork, Professionalism and Customer Service Skills must exceed customer expectations

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