Responsibilities:

• Answer incoming calls and document interactions in SharePoint.
• Provide accurate information based on data from SharePoint and the 2200 system.
• Navigate and offer help related to the NEBF and NEAP websites.
• Monitor incoming calls using the Taske system and respond to emails from the NEBF and NEAP websites.
• Handle messages from Nightline and route calls to appropriate departments when necessary.
• Fax documents via RightFax and print 1099R’s and NEAP statements when requested.
• Assist with special projects as directed by management.
• Create Binbook letters related to phone calls.
• Process employer indexing and handle returned mail.
• Update participant information, including changes of address and new participant entries in the 2200 system.
• Prepare participant packages and calculate estimates using the Expert System.

Requirements:

• Maintain the highest level of accuracy in tasks.
• Previous call center experience preferred.
• Manage assigned workload efficiently and analyze inquiries effectively.
• Communicate clearly and politely with team members and participants in both verbal and written forms.
• Address and resolve participant issues efficiently, escalating when necessary.
• Provide exceptional service to all participants, displaying empathy and efficiency.
• Ensure punctuality and adapt to changing tasks with minimal disruption.
• Use good judgment and act professionally, especially when dealing with potentially difficult or threatening situations.
• Possess the necessary technical skills to perform tasks and use systems like SharePoint, Taske, RightFax, and the 2200 system.
• Work collaboratively with team members and demonstrate self-motivation to achieve team goals. 
• Handle a high volume of calls with an average talk time not exceeding 240 seconds (4 minutes) per call.
• Ensure accuracy and timeliness in responding to inquiries and processing requests.

For immediate consideration, send your resume to mmercer@nri-staffing.com