Contact Center Specialist I

2 weeks ago

Erie, United States Northwest Full time
Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.

Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis.

Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.

ESSENTIAL FUNCTIONS:
  • Meet productivity standards and complete work in a timely manner
  • Ensure compliance with scheduling requirements and attendance standards
  • Maintain client and Northwest confidentiality
  • Meet service level standards
  • Achieve Contact Center performance standards
  • Serve as a Contact Center orientation trainer
  • Identify and resolve customer problems in an efficient manner
  • Gather and analyze information skillfully and develop alternative solutions
  • Manage difficult or emotional customer situations
  • Respond promptly to customer needs
  • Respond to requests and meet commitments
  • Speak clearly and persuasively in positive or negative situations
  • Educate clients on the benefits of Northwest products and services
  • Approach others in a tactful manner and reacting well under pressure
  • Demonstrate accuracy and thoroughness
  • Look for ways to improve and promote quality
  • Demonstrate excellent listening and interpretative skills
  • Demonstrate the ability to establish collaborative customer relationships in a fast paced environment
  • Aim to resolve customer inquiries utilizing a First Call Resolution approach
  • Appropriate use of established call policies and procedures and scripts
  • Provide support of Northwest technical products and services
  • Ability to troubleshoot online access issues
  • Make all outbound calls as delivered and instructed in an efficient manner
  • Document results as instructed
  • Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
  • Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
  • Work as part of a team
  • Work with on-site equipment

KNOWLEDGE, SKILLS, AND ABILITIES:
  • Ability to establish effective working relationships among team members and participate in solving problems and making decisions
  • Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
  • Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
  • Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
  • Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
  • Knowledge of Northwest products and services
  • Knowledge of computer, mobile app and bill pay systems
  • Knowledge and proficiency of debit and credit card systems
  • Knowledge of Northwest's automated system

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:
  • High School Diploma or Equivalent preferred
  • Associate Degree in Related Subject preferred

Work Experience:
  • Customer Service Experience preferred
  • Good Technological Background preferred

#LI-RM1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)Learn More

  • Contact Center Specialist I

    5 months ago

    Erie, United States Northwest Bank Full time

    Description Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services. Northwest Bank's...

  • Contact Center Specialist

    1 month ago

    Erie, United States Northwest Bank Full time

    DescriptionOur Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.Northwest Bank‘s...

  • Contact Center Specialist I

    1 week ago

    Erie, United States Northwest Full time

    Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.Northwest Bank's Contact Center is...

  • Contact Center Specialist

    2 weeks ago

    Erie, United States Northwest Bank Full time

    Description Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants...

  • Contact Center Specialist

    2 months ago

    Erie, United States Northwest Bank Full time

    Description Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants...

  • Contact Center Specialist

    2 months ago

    Erie, United States Northwest LLC Full time

    Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also...

  • Contact Center Specialist

    2 weeks ago

    Erie, United States Northwest LLC Full time

    Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also...

  • Guest Experience Sales Specialist

    3 weeks ago

    Erie, United States Bob's Discount Furniture Full time

    Retail Guest Experience Specialists Full-Time and Part-Time Career Opportunities Our Retail Guest Experience Specialists are a major driving factor behind Bob's Discount Furniture's success and expansive growth in the retail industry.At Bob's you can expect an environment dedicated to your individual success and a rewarding career with room for professional...

  • Pharmacy Ops Specialist, Associate

    2 months ago

    Erie, United States UPMC - Pittsburgh Medical Center Full time

    Job DescriptionUPMC Hamot in Erie, PA is seeking a highly motivated and detail-oriented Medication Reconciliation Pharmacy Ops Specialist, Associate to join our dynamic pharmacy team. This specialist will play a critical role in ensuring accurate medication histories for patients, contributing to improved patient outcomes and safety. Our full-time role will...

  • Service Coordinator I

    4 months ago

    Erie, United States UPMC - Pittsburgh Medical Center Full time

    Job DescriptionDo you have a desire to advocate for individuals and their families of the Erie County Community?  Are you an individual with a human service field, mental health, or educational background? If so, we warmly invite you to apply to join our Service Coordination team at UPMC Safe Harbor!  The Service Coordinator I will provide case management...

  • Mail Specialist I

    3 weeks ago

    Erie, United States Erie Insurance Group Full time

    Receives, sorts, delivers, and/or prepares all mail for delivery. Incumbent may be responsible for one or more of the following: Incoming Mail, Outgoing Mail, Policy Assembly and Mechanical Mailing. This is a full time in office position (Hours 8 am- Specialist, Mechanical, Policy, Insurance, Healthcare, Equipment

  • Medical Nurse Specialist

    3 weeks ago

    Erie, Pennsylvania, United States University of Pittsburgh Medical Center Full time

    Job OverviewWe are seeking a highly skilled Medical Nurse Specialist to join our team at the University of Pittsburgh Medical Center.About the RoleThis is a dynamic and challenging position that requires strong clinical skills, excellent communication abilities, and a passion for delivering high-quality patient care.ResponsibilitiesAssist in the planning,...

  • Transportation Specialist

    6 days ago

    Erie, Pennsylvania, United States TYS DAYCARE PRE K CENTER Full time

    Job Title: Transportation SpecialistCompany Overview:TYS DAYCARE PRE K CENTER is seeking an experienced and safety-conscious Client Transporter to join our team as a Transportation Specialist. This role involves the safe operation of a vehicle while adhering to a strict schedule and ensuring the well-being of seniors.Estimated Salary: $60,000 - $80,000 per...

  • Invasive Cardiac Technologist

    7 days ago

    Erie, United States UPMC - Pittsburgh Medical Center Full time

    Job DescriptionThis position is eligible for a generous sign-on bonus of $15,000 with a 2 year work commitment.All levels of experience considered.  Applicants will be placed into the appropriate level of the career ladder based on experience and leader discretion.  Performs imaging procedures at a technical level not requiring constant supervision....

  • Banking Relationship Specialist

    5 days ago

    Erie, Pennsylvania, United States Northwest Bank Full time

    Join Our TeamWe are seeking a talented and motivated individual to join our team as a Contact Center Specialist at Northwest Bank. As a key member of our team, you will be responsible for delivering exceptional customer service to clients, handling multiple customer databases, and providing technical support as needed.Salary Range: $58,000 - $78,000 per...

  • Crisis Care Specialist

    3 weeks ago

    Erie, Pennsylvania, United States University of Pittsburgh Medical Center Full time

    Discover a rewarding career with UPMC as a Crisis Technician I. Our team at Safe Harbors Crisis Residential Unit (CRU) is seeking a dedicated individual to join our multidisciplinary team and make a meaningful impact in the lives of our consumers.About the PositionThis casual position offers a variable schedule, including daylight, evening, night, and...

  • Crisis Technician I

    2 months ago

    Erie, United States University of Pittsburgh Medical Center Full time

    Safe Harbors Crisis Residential Unit (CRU) is an 8-bed facility for diversion from inpatient behavioral health. Our team is staffed with registered nurses, CRNPs/PAs, masters level Therapists, technicians, and a discharge specialist. We provide services including medication management and adjustments, group and individual therapy, and referrals and...

  • Sales Development Specialist

    1 week ago

    Erie, Pennsylvania, United States Kelly Services Full time

    Job Title: Sales Development SpecialistEstimated Salary: $45,000 - $55,000 per yearAbout Kelly Services:We are a staffing agency with a strong focus on customer satisfaction and employee development. Our team is passionate about helping businesses find the right talent to drive their success.Job Summary:We are seeking a highly motivated Sales Development...

  • Outside Sales Specialist

    3 weeks ago

    Erie, United States Kelly Full time

    Job Description: Outside Sales Specialist Location: Erie, PA Position Type: Full-Time, direct hire Salary: 40-50K base + commissions Travel: Company-provided car; flexibility to cover a territory within a 45-minute to 2-hour radius Work Schedule: Flexible hours; on-call availability in off hours for customer visits as needed   Industry: Restoration company...

  • Behavioral Health Therapist I

    2 months ago

    Erie, United States UPMC - Pittsburgh Medical Center Full time

    Job DescriptionUPMC Western Behavioral Health at Safe Harbor is looking for a Behavioral Health Therapist I for our Addiction Medicine and Recovery Services team (AMS)!Our AMS team provides evidence-based therapy and parts of the 12-step program to help in the recovery process. Services provided include counseling, medical treatment, peer support, mobile...