Customer Service Representative, Call Center

3 weeks ago

Union, United States Green Dot Full time

We're looking for talented professionals to join us in bringing smart money management and payment solutions to everyone's fingertips.

JOB DESCRIPTION

This role will need to work in the Blue Ash, OH office and will not be a remote role.

Schedule will include evenings/a weekend day

Hourly Rate $20.00/hour

What does a Customer Service Representative do at Green Dot?

As a Customer Service Rep, you will support inbound customer inquiries and resolve customer issues by delivering world-class customer service. In Green Dot Customer Support, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.

As a Customer Service Representative, you can look forward to:

  • Ensuring that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.
  • Receiving inbound contacts calls and completing outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met.
  • Demonstrating sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
  • Advocating as the "voice of the customer" to Green Dot. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
  • Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues.
  • Capturing all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
  • Following escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
  • Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
You might be the right match for this role if:

You can demonstrate ownership of customer issues and work proactively with Green Dot business units, partners and vendors to manage issues through to a complete resolution in a timely manner. You have the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.

Ready to join us in our mission? These are the qualifications we are looking for:

Required:
  • High school diploma or equivalent
  • Minimum 2 years of customer service and/or contact center experience
  • Experience in de-escalating situations with dissatisfied customers, with an ability to be patient and empathic
  • Proficiency in MS Outlook, Word, PowerPoint and Excel skills
Preferred:
  • Bachelor's degree
  • Experience with financial products/technology
  • Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.


POSITION TYPE

Regular

PAY RANGE
The targeted base salary for this position is $26,300 to $40,000 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate's geographical location.

Green Dot promotes diversity and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Green Dot provides reasonable accommodations for candidates on request and respects applicants' privacy rights.

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