Agent Support Representative

Job Purpose

This position will provide a positive and key experience to ensure Agent satisfaction. The employee must, at all times, handle calls with the required level of service, providing polite and professional attention, offering exceptional service by answering questions, managing complaints, and resolving issues related to the products and services offered by RIA.

Our standard is to provide the highest level of service to our agents through our inbound call center.

As an Agent Support Representative, you will report directly to the Supervisor and will be responsible for handling incoming phone calls, reviewing, creating, and responding to tickets, emails, among other tasks.

Duties And Responsibilities.

• Receive calls, tickets, and emails, providing a positive service experience to the Agent.
• Respond to Agents' questions, inquiries, and concerns via phone, email, and other channels in a professional manner.
• Enter and verify Agent information accurately in our system.
• Manage phone calls effectively, including but not limited to putting on hold, transferring to other departments promptly, or disconnecting calls without the Agent's consent.
• Stay updated on the products and services provided by RIA.
• Identify problems, areas of opportunity, and complaints during Agents' inquiries and propose solutions.
• Meet quality control requirements as well as other key performance indicators.
• Ensure the proper execution, implementation, and improvement of all relevant operational procedures and instructions, as well as the correct compliance with various regulations

• Some college experience or incomplete degree.
• Excellent written and verbal communication skills, as well as active listening in multiple languages, including but not limited to Spanish and English.
• Preferably 1 to 2 years of experience in customer service, in contact center (call center) environments.
• Experience in problem-solving; handling and persuading difficult customers; decision-making quality; demonstrating responsibility in job-related activities and personal behavior; action-oriented and results-driven; customer-focused.
• Key characteristics for the role include a positive attitude, team player, and excellent phone manners and etiquette.
• Ability to multitask, pay attention to detail, and thrive in a fast-paced and dynamic environment.
• Flexibility to work extended hours or weekends.
• Proficiency in using and handling computer equipment and various software programs related to the job.