US, GA - Atlanta, Atlanta
Position Type: 2
Job ID: 21-55037
Responsible for the accurate and timely retrieval and dissemination of non-revenue pass travel information to employees, retirees, and survivors. Provides customer service in a call center environment by retrieving information from online resources and interpreting the information and providing the appropriate response to the customer. Performs non-revenue travel updates and case notes in appropriate systems. Communicates effectively and efficiently with all levels of personnel. Examples of, but not limited to, functions performed: Manages information with high level of confidentiality. Communicates with all levels of employees, retirees, survivors, and vested employees. Completes cases within timeframes listed in service level agreements. Provide customer service via phone to active, inactive, retired, survivors involving non-revenue travel related issues. Respond to non-revenue pass travel emails from active, inactive, retired, and survivors. Utilize online chat functionality to provide non-revenue customer service. Other duties as assigned.
College degree preferred or equivalent customer service experience. Should be highly proficient in verbal and written communication. Should be proficient in math and English grammar and be able to communicate intelligently over the telephone and through written correspondence. Must be able to type 35 WPM. Should exhibit good judgement and decision-making abilities, and the ability of work with minimal supervision. Should be well organized and must be a team player. Must be performing satisfactorily in present position. Effective oral and written communication skills necessary to interact with all levels of internal and external audiences. Ability to identify and evaluate customer inquiries and problems. Strong customer service focus. Ability to operate a PC in a Windows environment. Typing 35 WPM. Must be able to work in a confined office environment. Must be mentally/physically capable of handling stress and diffusing difficult call situations. Extended periods of sitting and talking on the telephone (70-85% of work time spent on telephone) and using computer. Wearing phone headset is required.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR department by sending an e-mail to firstname.lastname@example.org.