Customer Service Representative
1 month ago
Job Title: Contact Center Specialist II
Job Location: Jacksonville, FL 32202 (Onsite)
Job Duration: 01 Year + Possible extension or conversion
Pay rate: $21 to $25 an hour
Client: Banking Company
Notes:
- Inbound contact center / some outbound call might be there on the follow up to customer
- Assisting the questions related to bank accounts, debit cards, transactions, purchases, statements, rates, transfer related queries, understand the new mobile app/website
- Need experience with financial background to have smother transition into the job
- Contact center experience is a plus
Timings:
- Training time – in between 8-5 PM CST (M-F (4-5 weeks) after that shadowing/mentoring (3-5 weeks) – onsite training is required (all 5 days/week)
- Work Schedule – 4 days/office (it may change as per the business requirement – can be 5 days/week too)
- Should be within commutable distance and open to onsite work if required
- Sunday is off (compulsory), and other day according to the shift (but rotational Saturday working would be required)
- Mon – Fri 10-7 CST
- Sat – 09:30 – 06:30 CST (not working on every Saturday)
CW-Customer Service Specialist II:
- The Customer Service Specialist is responsible for handling questions, comments, and complaints regarding the company's products or services.
- Under moderate supervision, this job is the first line of support to resolve routine customer issues.
- The Customer Service Specialist is responsible for providing a positive customer experience and enhancing relationships between customers and the company.
Key Responsibilities and Duties:
- Answers inbound customer service calls and provides entry-level troubleshooting and resolution to routine customer issues.
- Provides outstanding customer service to ensure service levels are achieved and exceeded.
- Responds to a high volume of low complexity general inquiries (e.g., general product and pricing information, billing issues, etc.).
- Provides responses to customer inquiries based on pre-determined scripts and other response guidance tools. Refers customers to published materials, secondary sources, or more senior staff.
- Documents customer feedback and complaints.
Educational Requirements:
High School Preferred;
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