Customer contact center rep - operations center

Job Details:

Job Location: Operations - Magnolia, AR

Salary Range: Undisclosed

General Purpose of Position:

This position is responsible for providing customer service in a contact center environment including providing information regarding accounts, products and services, resolving customer issues, providing operational support, and acting as switchboard operator.

Duties:

• Provides product support for customer inquiries received via the telephone, internet, instant message, email, fax or self-service systems.
• Answers high volume of inbound calls and maintains a response rate in accordance with established standards.
• Assesses nature of question or issue and resolves in a timely manner.
• Questions and issues vary depending on the product supported.
• Provides solutions and/or alternatives.
• Performs maintenance for existing accounts.
• Assists customers in validating accuracy of account data.
• Assures information security by verifying customer identity prior to giving information, performing any modifications or resets, per the bank’s policies and procedures regarding customer privacy and security.
• Thoroughly documents issues and resolutions, per bank standards in contact center database.
• Communicates the customer’s needs/expectations to the appropriate personnel.
• Follows escalation procedures to ensure complex support issues are resolved.
• Seizes opportunities to up-sell new or additional products or services that meet customers’ needs, and makes appropriate referrals to other bank areas.
• Builds sustainable relationships and engages customers by going above and beyond.
• Meets personal/team qualitative and quantitative targets in accordance with established standards.
• Files data and performs routine assigned clerical duties in response to internal and external customer inquiries/requests.
• Performs reception tasks in an effective, professional and gracious manner while adhering to assigned security protocol.
• Answers incoming calls utilizing switchboard console; greets callers, provides information, transfers calls and/or takes messages as necessary.

Qualifications:

Education: Equivalent to four years high school or GED, with particular emphasis during high school in office skills, shop skills, or others.

Experience: 7 to 11 months related experience and/or training.

Prefer, not required: Bilingual ability.

Additional Information:

Must provide Service with HEART to all customers, both internal and external. Must communicate effectively, have good organizational habits, and be detail oriented. Must be able to problem-solve to provide outstanding customer service. Must remain calm, be polite and be tactful to internal and external customers at all times.