Customer Support/ops Coordinator I

Job Title

Responsibilities:

Process new orders for customers for vital record requests and payment services requests.

Familiarize yourself with tools and references (VPS, VitalChek Intranet, and VitalChek Website) for each agency being serviced.

Be knowledgeable of agency-specific rules on vital records.

Navigate information required by customers with ease.

Provide correct information and direct customers to the correct department/number if needed.

Always ensure first contact resolution.

Accurately input information required on VPS.

Ensure quality on all calls as per call center monitoring definitions.

Communicate effectively and always ensure customer satisfaction.

Timely reporting of any technical difficulties, discrepancies, or updates to the immediate supervisor.

Be able to meet or exceed all required SLAs.

Help out in new hire training, if any.

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