Ensures that both new and existing customer complaints are handled effectively. Resolves more complex complaints escalated by customer contact center staff. Performs routine assignments in the entry level to a professional job progression. Requires a college or university degree or the equivalent work experience that provides exposure to fundamental theories, principles and concepts. Receives instruction, guidance and direction from others. + Process new orders for customers for vital record requests and payment services requests. + Familiarize tools and references (VPS, Vitalchek Intranet and Vitalchek Website) for each agency being serviced. + Be knowledgeable on agency specific rules on vital records and payments services. + Navigate for information required by customer with ease. + Provide correct information and direct customers to correct department / number if needed. + Always ensure first contact resolution. + Accurately input information required on VPS. + Ensure quality on all calls as per Call Centre monitoring definitions. + Communicate effectively and always ensure customer satisfaction. + Timely reporting of any technical difficulties, discrepancies or updates to immediate supervisor. + Be able to meet or exceed all required SLAs. + Help out in new hire training, if any. Qualifications: + Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks + Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST + Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently + Excellent written and verbal communication + Excellent customer service skills + Excellent in multi-tasking + Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)" + At least 1 year customer service in contact center environment or equivalent training (2 years preferred) + Willing to work on business unit holidays and/or render overtime when necessary LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120. Please read our Candidate Privacy Policy (https://www.relx.com/careers/join-us/privacy) . RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.