- Act as an initial point of contact for phone inquiries, addressing what can be addressed on the phone and properly routing tasks which should be addressed by other teams.
- Provide top-tier customer support, while appropriately addressing call volume and communicating relevant information when rerouting traffic.
- Keep up to date on major system features, client use cases, marketing materials, and event schedules so as to competently discuss them and answer related questions on phone calls.
- Review voicemails for callback opportunities and reroute callback responsibilities to the appropriate parties.
- Adaptively navigate team and company protocols to best address or divert client calls efficiently.
- Maintain records and awareness of call volume and call topics to aid teams in identifying strategies to proactively address volume and user pain points.
TroubleshootingRelationship managementCustomer support