In this client-focused position, you will provide outstanding levels of customer service for all external CyraCom International/Voiance clients. To ensure top-notch service, you will gain in-depth knowledge of company products and programs. Work is performed under direct supervision, using well-defined policies and procedures, and reviewed by a supervisor. In this role, you will take calls while multitasking, work independently and as team, and refer all non-routine issues to a supervisor. We are hiring for part-time positions, several schedule options available.

As a Client Services Representative, you will:

• Manage connecting clients quickly and efficiently to interpreters, while resolving any underlying issues with the clients use of the automatic call-routing system.
• Address client concerns professionally, while ensuring timely, effective and long-term problem resolution.
• Provide timely and accurate information about CyraCom International/Voiance products and services to current and prospective clients.
• Manage client databases and departmental reports.
• Manage the process for client orders, service, and equipment accurately and efficiently.
• Consistently partner with Account Managers to exceed client service expectations.
• Perform administrative and clerical duties as needed.
• Follow all Voiance policies and procedures related to information confidentiality and ethics.
• Attend all required training.
• Use standard office equipment such as telephones, computers, copiers and fax machines.
• Use spreadsheets and databases to record and track data including MS Office applications, such as Outlook, Word and Excel.
• All employees are required to perform the following essential functions: demonstrate predictable, reliable and timely attendance; follow written and verbal directions and complete assigned tasks on schedule; read, write and communicate in English; communicate in person and by telephone in accordance with Voiance policy; learn from directions, observations and mistakes; work independently or as part of a team; interact appropriately with others including co-workers, supervisors and customers; and work with supervision, receiving instructions/feedback, coaching/counseling and/or corrective action.

As a Client Services Representative, you must have:

• Significant knowledge of CyraCom/Voiance products and services; ability to coherently and concisely explain products and services to clients.
• Working knowledge of CyraCom/Voiance technology underlying products.
• Knowledge of CyraCom/Voiance policies, procedures and guidelines and ability to follow them.
• Ability to constructively represent the company.
• Ability to react calmly and effectively in emergency situations.
• Strong attention to detail and accuracy.
• Ability to work independently and skilled at exercising initiative within the parameter of company policies and procedures.
• Ability to remain flexible while meeting deadlines in a fast-paced environment.
• Strong organizational and time management skills and ability to prioritize work and manage competing priorities in an environment with frequent interruptions.
• Ability to appropriately use initiative and work independently.
• Ability to operate competently common office equipment, including, but not limited to, computer, fax, copier and telephone system.

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As a Client Services Representative, you must be:

• Skilled in adjusting to rapidly changing circumstances.
• Skilled at communicating effectively with a diverse client base.
• Skilled at critical thinking and problem resolution.
• Skilled at communicating, both orally and in writing.
• Skilled in establishing and maintaining effective work relationships.
• Skilled at conflict resolution.
• Skilled at keeping supervisor informed of problems or issues.
• Skilled in the use of spreadsheet and database applications as wel as Microsoft Office, including Excel, Word, and Outlook.

Additional responsibilities:

• Develop and submit recommendations to improve and increase the effectiveness of the department.
• Perform all other duties as assigned.

Minimum requirements:

• Two years of customer service experience; or directly related equivalent professional experience.
• Strong MS Office skills including Outlook, Word, and Excel.

Preferred qualifications:

• Graduation from an accredited college with an Associates degree in Business Administration or directly related field.
• For Internal candidates, you must have at least 3 months of experience in your current role. Some languages may have a longer in-role requirement due to client needs. Please check with your local HR team for current business requirements.

Working Conditions:

Physical Demands: This position is sedentary, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently. This position is required to continuously finger, hear, and see; frequently sit and talk; and occasionally stand, walk, climb stairs and bend/stoop.

Environmental Factors: This position works in an indoor office environment with a quiet level of office noise.

Equipment Operated: Personal computer, printer, fax, copier and telephone equipment.

Duties not listed in this position description may be required of the employee at the discretion of management. The incumbent may delegate all or any of their duties to qualified personnel; however, such delegation does not relieve them of overall responsibility and accountability for the successful conduct of those duties. CyraCom is a Federal Contractor and complies with all Executive Orders regarding health and safety requirements. CyraCom International, Inc.s success is driven by the advantage created by the collective efforts of its employees, and is dependent upon a diverse, inclusive environment that embraces change, new ideas, respect for the individual and fosters an equal opportunity for success. We have zero tolerance for discrimination, intimidation or harassment of any kind. CyraCom International, Inc. is an equal opportunity employer. CyraCom International, Inc. maintains a drug-free workplace.