Customer Sevice at Kelly in Eagan, MN

Company Description

At Kelly Services, we work with the best. Our clients include 99 of the Fortune 100 TM companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly.

Job Description

Working in a Call Center Environment, your Essential Duties and Responsibilities will include:

· Handling inbound and outbound calls regarding Health Spending Accounts (HSA) and other spending accounts

· Accountable for maximizing first touch resolution on all client service issues and providing prompt and quality customer service interactions

· Document all communication in data base accurately and in a timely manner

· Professionally communicate with all customers, clients and all levels within the organization - interacting with diverse population internally and externally.

· SelectAccount is not metrics driven but customer driven.

· Flexible - able to work ANY shift between 9am and 8pm

· Someone with customer service experience is a good fit, however not a call center. This environment is very different in some ways than a typical metrics focused environment. The customer comes first – if it takes an hour on the phone to help the customer they need to be on the phone with them for an hour. It is much more about the quality of the time spent with each call then making sure the meet a quota of how many calls they are taking each day.

Training Details

· Intense 3 week training period plus 2 weeks job shadow with mentor before work independently

· 3-4 weeks of class room training - Monday through Friday 8:00am-4:30pm with a 30 minute lunch and two paid 15 minute breaks.

· Once in class training is complete, you will then mentor for 2 weeks and must be available to mentor between the hours of 7:00AM to 8:00PM.

· Perfect Attendance Required for the first 5 weeks during training

Required Skills:

Professional Telephone Etiquette skills

Bilingual

Excellent Communication Skills, both oral and written

Possess high level of empathy

Basic Knowledge of MS office applications and data entry skills

Word - templates for email communication - create own templates (email, letter)

Excel - adding information to existing spreadsheet - use own spreadsheet to track data for self - look up data in spreadsheets

Outlook - email correspondence primarily

Internet - search and navigate

Proprietary Web Based Applications - search and navigate

Navigate dual monitors and up to 7 applications simultaneously

Excellent follow through and decision making skills

Education: High school diploma or GED required.

4 Year College Degree Preferred, but not required

At least 2 years of experience in a customer service-related position; or equivalent combination of education and experience.

experience in Sales or Service Industry preferred (financial, health, retail, daycare hotel, restaurant, hotel, collections, etc.)

Must be comfortable going through interview and testing process which can be lengthy

Strong Computer Skills: navigate 7 windows using dual monitors while speaking with a customer and documenting the interaction or entering data as necessary.

Calm demeanor to manage irate customers and be able to not take the customer comments personally

Really need to be customer focused and motivated by helping others.

Teamwork is very important

Multi-tasking - searching resources, calling caller's spouse to determine permission to talk to them, engaging caller and documenting call simultaneously

Must be comfortable working in a sedentary work environment

History of strong attendance / performance

People who like a challenge

Additional Information

All your information is kept confidential as per EEO standards.

Why is this a great opportunity? The answer is simple…working at our client is more than a job; it’s a career. The opportunities are diverse whether you are right at the start of your career or whether you are looking for new challenges this is the job for you, so be quick and apply now!