Customer Service Representative/call Center

2 weeks ago


Phoenix, United States TalentBridge Full time

**Job Title: Customer Service Representative**
**Duration: 6 month - Contract to Hire**
**Location: Phoenix, AZ 85027**
**Training: M-F 8:30am-5pm**
- **12 weeks of training (cannot miss any time)**:

- **On-site for the duration of training**:

- **Business casual dress code**

**JOB RESPONSIBILITIES**:

- Assist customers with their credit card profiles & card related issues
- Payments, lost/stolen cards, disputes, fraud, transaction review, balance transfers
- Operate in an inbound call center environment supporting an average of 75-100 calls daily
- Adhere to performance metrics and schedule accountability
- Average handle time (3-5mins), customer feedback through NPS surveys, Quality of service, attendance, etc.
- Escalate complex scenarios to 2nd tier level of support
- Provide quality customer service through resolution while following correct procedures

MUST HAVE skillsets:

- 6+ months of excellent customer service exp.
- Strong communication skills
- Active Listening skills
- Patience
- Ability to take ownership of customer concerns and acknowledge each issue through resolution
- Metric/KPI driven environment

**EXPECTATIONS**:

- Upon completing training, contractors will then begin to work 1 of 3 allocated shifts (Morning, Midday, Evening) in a hybrid model, 1 week in office & 1 week WFH
- Each contractor will need to work this shift for a total of 90 days before potential conversion, and/or submitting a request for an alternate shift option
- Required to work 1 weekend day after training is completed (Saturday or Sunday) and 1 weekday off

Coaching:

- Team members can expect coaching daily
- Focus on action plans and meeting goals
- Includes listening to recorded calls
- Listen to live calls
- Will receive a lot of feedback

Attendance:

- Attendance is super important and will be measured and monitored for performance
- Occurrences
- 3rd day missed-informal warning
- 4th day missed-formal warning
- 5th day missed-termination

**Job Types**: Full-time, Contract

Pay: $17.00 - $18.00 per hour

Experience level:

- 2 years

Shift:

- Day shift
- Morning shift

Weekly day range:

- Monday to Friday
- Weekends as needed

Work setting:

- In-person

Work Location: In person



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