Customer Service Representative - Dispute Resolution

Job Description

Company Description:
ID Watchdog (IDW) which was recently acquired by Equifax Inc. is a recognized leader in the identity theft protection arena -- serving as a premiere partner offering white-label and cobranded solutions to the world’s leading antivirus companies and to Fortune 500 companies as an employee benefit. Identity theft affected more than 12M individuals last year alone, with a typical victim losing thousands of dollars and spending hundreds of hours to recover their identity. Affordable, high quality identity theft protection services are in high- demand. Identity Theft is the nation’s fasted growing crime. ID Watchdog is seeking a talented and motivated individual to join our Resolution Team. We are located in Downtown Denver with a light rail station just outside our door. This position works directly with our customers who have become victims of identity theft. You will collect information from the customer, provide above standard customer service and then work with the institutions to restore our customer’s identity to its original state. If you are looking for a place where you can make a difference then this is the place for you!

Qualifications

• High School Degree or equivalent and 4 years related experience in customer service in a call center environment. A college degree can be substituted for experience.
• Willing to become an expert in ID Watchdog products and services
• Goal oriented and a desire to establish a career
• Proficient in Microsoft office (word/excel/outlook)
• Ability to multitask and prioritize effectively within guidelines
• Strong communication, time management and call management skills
• Demonstrates strong interpersonal skills and ability to build strong customer and colleague relationships
• Can identify and analyze potential problems, errors or operational/procedural issues and recommend proper solutions

Responsibilities

• Front line voice of the company through professionalism and positive demeanor
• Actively works to improve the overall customer experience
• Provides the highest quality of service beyond customer expectations
• Demonstrates a high degree of empathy, compassion, and professional kindness with all customers
• Speaks positively of the company and customers at all times
• Demonstration of excellent written and verbal skills
• Builds rapport and confidence with the customer by facilitating discussions regarding identity theft concerns and offering appropriate solutions with our service
• Displays a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management
• Competitive salary, 401k with company matching, comprehensive health benefits.

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