Client Services Representatives

6 days ago

St Petersburg, United States eTeam Inc. Full time
Job Title: Client Services Representative
Location: St. Petersburg, FL-33716 (Local candidates only).
Job Duration: 6 months contract
Work Schedule: Hybrid (3 days onsite, 2 days WFH). Onsite days include Wednesdays and Monday or Friday, with a flexible third day.
Hours: 9:00 AM - 6:00 PM ET (1-hour lunch). Must be logged in and ready at 9:00 AM.
Contract: Temporary with potential for extension or conversion (not guaranteed).
  • Attendance Policy: No more than 2 tardies/unexcused absences within 30 days.
  • Training: 1-2 weeks, including mock calls and access to internal guides.
  • Equipment: Laptop provided.

Duties and Responsibilities
  • Handle 50-60 inbound calls daily (increasing to ~80 during peak times).
  • Address common client inquiries such as:
    • Username/password resets.
    • Updating contact information (address, phone, etc.).
  • Provide exceptional customer service while adhering to compliance protocols.
  • Document call activities in the proprietary system during live calls.
  • Navigate multiple systems using dual monitors.
  • Use internal resources and guides for scenario resolution.
  • Coordinate resolutions with appropriate departments to ensure client satisfaction.

Key Responsibilities
  • Respond to and resolve client inquiries, ensuring compliance with policies and procedures.
  • Ensure documentation accuracy and adherence to established protocols.
  • Monitor and evaluate call performance based on quality, accuracy, and compliance.

Skills and Qualifications
Required:
  • 2-3 years of recent customer service experience, preferably in a call center environment.
  • Typing speed of at least 40 WPM, with the ability to multitask (e.g., typing while on calls).
  • Proficiency with Microsoft Word, Outlook, and basic Excel.
  • Familiarity with using dual monitors.
  • Strong verbal and written communication skills, including proper grammar and spelling.
Preferred:
  • Experience in the banking or financial services industry.

Education
  • Minimum: High School Diploma or equivalent.

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