Position Purpose:

The Customer Experience Agents are an integral part of the Contact Center team within the Communication & Related Services business unit.  This position is the primary interface with the customers on a daily basis through all methods of communication and handles routine customer interactions.   

Key Job Activities:

•    This position handles routine customer care interactions and telephone answering service calls and is adept at providing good telephone etiquette, listening skills and empathy. Communication vehicles may include telephone, e-mail, chat, video or other method.
•    Actively participate in Customer Experience Agent training as a new hire and ongoing for new clients.
•    Handles basic customer care/answering service/donor calls based on training guidelines and responds according to specific guidelines within a prepared script or template. Communication vehicles may include telephone, e-mail, chat, video or other method.
•    May handle multiple client interactions, be cross trained on different clients or in some instances be as-signed a dedicated client.
•    Contact Center accounts include data collection, order processing, appointment setting, information re-laying and electronically connecting clients and their callers.
•    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
•    Work from Home Agents must comply with the Work from Home Policy.
•    Maintains customer confidentiality as needed and required by HIPPA bi laws.
•    Perform other duties and responsibilities, as assigned.

Education:

Experience (North America & LATAM):

•    High School diploma or GED equivalent preferred.
•    Relevant Customer Service Experience preferred.
•    Computer literacy required. Good telephone etiquette skills such as listening and empathy necessary.
•    Minimum age of 18 years is required.

•    Demonstrates a good working knowledge of Windows and Microsoft Office, in order to successfully navigate through the multiple computer systems. Demonstrates the ability to gain a basic understanding of the Infinity system and the associated call center systems.  Additional computer skills are outlined below, as they relate to the Remote working environment.
•    Must have the ability to work a flexible work schedule (including nights, weekends and holidays).
•    Demonstrates excellent customer service skills, a strong desire to help people and the ability to remain calm in stressful situations.
•    Demonstrates effective verbal and written communication skills.
•    Demonstrates excellent problem-solving skills with the ability to listen, read and interpret the critical content of inquiries.
•    Demonstrates self-motivated and the ability to be productive and responsive in an unsupervised work environment.
•    Demonstrates organizational ability with attention to detail and strong follow-up skills.
•    Demonstrates the ability to establish good working relationships both internally and externally in a team environment.
•    Demonstrates excellent customer service skills, a strong desire to help people and the ability to remain calm in stressful situations.

Benefits:

Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.

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.