Customer Care Rep

Position Title:

Customer Care Representative

Exempt Status:

Non-Exempt, Full Time Hourly

Reports to:

Customer Care Manager or Assistant Customer Care Manager

Branch:

Diboll

Pay: $16.75 per hour (+ for experience)

Full-time Benefits:

• Medical, Prescription Drugs, Dental, and Vision Insurance
• Insurance Eligibility for Team Members and Dependents Starting on the First Day of Employment
• 401(k) with a Match
• Basic, Voluntary, and Dependent Life Insurance
• Paid Time Off
• Paid Bank Holidays
• Workplace Wellness Programs
• Employee Assistance Programs
• Tuition Reimbursement

Summary of the Job: Responds to daily customer account telephone inquiries. Follows all appropriate Bank policies and procedures. Cross-sells Bank products and services, as appropriate.

Essential Functions:

• Excellent communication and interpersonal skills; ability to maintain positive relationships, promoting efficiency among a group of workers; service oriented.
• Customer service experience.
• Excellent attention to details.
• Telephone etiquette skills.
• Clear Fluent English
• Perform simple routine tasks repetitively according to set procedures.
• Perform well-defined activities, which require accuracy and attention to detailed information.
• Typing, entering, transcribing or posting data.
• Gathering, collating, classifying and reporting information.
• Analyze data to determine the time, place or sequence of operations.
• Adapting effectively to changing work tasks, technology, procedures, conditions and physical demands.
• Apply common sense to carry out verbal or written instruction and to solve problems in standardized work situations.
• Apply common sense to carry out detailed written, verbal or diagrammatic instructions and to solve complex problems in standardized situations.

Additional Functions:

• Assists in customer account inquiries.
• Helps resolve customer transactions/requests.
• Cross-sells Bank products and services.

Required Education/Experience:

• High School diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Necessary Skills:

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Intermediate personal computer skills, including electronic mail, record-keeping, routine database activity, word processing, spreadsheet, graphics, etc.
• Handle multiple tasks simultaneously.

Physical Activity/Dexterity:

• Manual dexterity sufficient to reach/handle items and work with fingers. Works with fingers and perceives attributes of objects and materials.

Physical Environment Demands:

• Must be able to remain in a stationary position 90% of the time.
• The person in this position needs to occasionally move about inside the office to visit other offices, conference rooms, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and telephone.
• Constantly positions self to operate on a computer.
• The person in this position frequently communicates with other people throughout each day. Must be able to exchange accurate information when conversing.

Working Conditions/Environment:

• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
• Moderate noise (e.g. business office with computers and printers, light traffic).

Work Schedule/Hours:

• Monday through Friday as scheduled 7:30 a.m. to 7:00 p.m.
• Saturday as scheduled 8:30 a.m. to 4:00 p.m.
• Available for overtime as necessary.

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 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)