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Customer Service Representative
2 months ago
Our client, a leading global financial services firm, is looking to add Customer Service Representatives to their O'fallon, MO team. *Description:* Summary: If you’re the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit for this opportunity. You’ll be the first contact for our customers: answering billing questions, taking payments, assisting with portal login and navigation, and general inquiries. Job Responsibilities:
- Phone servicing of billing inquiries, taking payments, client concerns, portal navigation assistance, etc.
- Provide excellent customer service and accurate information via incoming telephone calls, text chats and email in a fast-paced, automated, high-volume contact center environment
- Assume ownership and accountability in handling customer requests in an efficient, accurate and professional manner
- Demonstrate the ability to analyze information to make appropriate decisions and solve problems, while maintaining a pleasant phone experience for the caller
- Perform basic mathematic calculations, such as percentages, addition, division and subtraction calculations to respond to customer inquiries
- Effectively navigate multiple system applications to research, analyze and resolve requests, inquiries & concerns
- Maintain established levels of productivity, service, and quality standards
- Learn and comply with corporate policies, regulatory standards (SOX), business processes (PCI) and procedures
- Complete additional tasks and other projects/duties as assigned
- Work overtime as needed
- Effective, strong, and service focused communication skills, both verbal and written
- Strong decision-making velocity in a fast-paced, high-volume phone contact center environment
- Proficient computer skills (keyboarding, login, web/cloud navigation), Microsoft 360 (Excel, Word, Outlook, Teams), multi-monitor usage and multi-tasking
- Demonstrate professionalism, personal accountability, reliability and taking personal pride in the handling of inquiries from our customers and agency partners
- Ability to manage competing demands, handle stressful situations, problem solving and strong decision velocity
- Minimum of high school diploma or equivalent; college degree or currently pursuing is a plus
- Experience in a high-volume contact center with a strong focus on superior service is a plus
- 1-2 years Customer Service experience
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
