CS Survey Agent

Kelly Services is hiring a Customer Service Survey Agent for a short-term contract opportunity in Maple Grove, MN. Below are the details and required skills. For immediate consideration, please email your resume directly to ! CS Survey Agent Contract: 3/17/2021 - 4/30/2021 Maple Grove, MN (onsite) Pay: $18/hr W2 Summary: The CS Survey Agent position serves as a first point of contact for our client's Survey Clients. This position is responsible for providing professional, high level Customer Service, by delivering instruction and resolving issues related to various surveys. This position serves as a positive influence in a rapidly changing environment.

• Receive, respond to and resolve inbound Client contacts on client's products.
• Manage unresolved cases utilizing appropriate resources within required timelines.
• Performs and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality and overall customer satisfaction.
• Required to achieve several client internal and Specific Client certifications throughout training and contract duration.
• Coordinate internal resources as necessary to ensure effective resolution.
• Document and communicate to appropriate resource any recurring/critical client issue received.
• Knowledgeable about assigned Program/Client, service offerings, policies/standards, and processes.

• High School Diploma/GED equivalent; Associates degree preferred.

• Technical aptitude demonstrated through coursework or verbal troubleshooting skills.
• Strong customer centric focus.
• Exceptional verbal and written communication skills, prior email support experience preferred.
• Strong problem solving and analytical skills.
• Strong time management skills.
• Demonstrated interpersonal and teamwork skills.
• Proven technical skills with a strong familiarity with Microsoft Office Suite.

• Report to work promptly when scheduled and adhere to client's temporary agent conduct and behavior expectations.
• Be able to work under supervision and incorporate feedback to improve performance.
• Relate effectively and work respectfully with diverse work groups.
• Ability to consistently perform well during times of increased workload.
• Manage multiple job functions simultaneously.
• Other duties as needed.

• Ability to sit and/or stand for up to 8 hour periods of time.
• Ability to look at a computer monitor, utilize a keyboard and/or mouse for up to 8 hours per day.
• Ability to lift up to 15 pounds as necessary.