Intelassist

Customer Specialist

• Answer and manage inbound customer calls promptly, professionally, and courteously
• Provide accurate information, resolve customer issues, or direct calls to the appropriate department
• Maintain a customer-first approach and ensure a positive experience in every interaction
• Communicate clearly with customers, team members, and internal departments
• Document customer interactions, issues, and resolutions accurately in the CRM system
• Follow escalation protocols for complex or high-priority concerns
• Follow up on NPS and CSAT results by contacting customers for feedback or clarification
• Work with internal teams to address customer feedback and track improvement actions
• Maintain accurate records and up-to-date customer information
• Manage multiple tasks and workflows
• Support operational, administrative, account-update, reporting, scheduling, and coordination tasks
• Support collaboration between customer service, operations, and account management teams
• Adhere to call-handling, productivity, NPS, and CSAT KPIs
• Participate in coaching, performance reviews, quality assurance, and continuous improvement initiatives

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