Contact Center Specialist

4 weeks ago

Erie, United States Northwest Bank Full time
Description

Thank you for your interest in employment at Northwest Bank Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also directly apply to any current open positions of interest to ensure consideration. By applying to this job posting, you will be considered for any Contact Center vacancies between November 1, 2024 - November 30, 2024.

Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.

Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis.

Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.

ESSENTIAL FUNCTIONS:

  • Meet productivity standards and complete work in a timely manner
  • Ensure compliance with scheduling requirements and attendance standards
  • Maintain client and Northwest confidentiality
  • Meet service level standards
  • Achieve Contact Center performance standards
  • Serve as a Contact Center orientation trainer
  • Identify and resolve customer problems in an efficient manner
  • Gather and analyze information skillfully and develop alternative solutions
  • Manage difficult or emotional customer situations
  • Respond promptly to customer needs
  • Respond to requests and meet commitments
  • Speak clearly and persuasively in positive or negative situations
  • Educate clients on the benefits of Northwest products and services
  • Approach others in a tactful manner and reacting well under pressure
  • Demonstrate accuracy and thoroughness
  • Look for ways to improve and promote quality
  • Demonstrate excellent listening and interpretative skills
  • Demonstrate the ability to establish collaborative customer relationships in a fast paced environment
  • Aim to resolve customer inquiries utilizing a First Call Resolution approach
  • Appropriate use of established call policies and procedures and scripts
  • Provide support of Northwest technical products and services
  • Ability to troubleshoot online access issues
  • Make all outbound calls as delivered and instructed in an efficient manner
  • Document results as instructed
  • Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
  • Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
  • Work as part of a team
  • Work with on-site equipment

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Ability to establish effective working relationships among team members and participate in solving problems and making decisions
  • Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
  • Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
  • Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
  • Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
  • Knowledge of Northwest products and services
  • Knowledge of computer, mobile app and bill pay systems
  • Knowledge and proficiency of debit and credit card systems
  • Knowledge of Northwest's automated system

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

  • High School Diploma or Equivalent preferred
  • Associate Degree in Related Subject preferred

Work Experience:

  • Customer Service Experience preferred
  • Good Technological Background preferred

#LI-RM1

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 a 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)

  • Contact Center Specialist

    1 week ago

    Erie, United States Northwest Bank Full time

    DescriptionOur Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.Northwest Bank‘s...

  • Contact Center Specialist I

    4 months ago

    Erie, United States Northwest Bank Full time

    Description Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services. Northwest Bank's...

  • Contact Center Specialist

    2 months ago

    Erie, United States Northwest LLC Full time

    Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also...

  • Contact Center Specialist

    4 weeks ago

    Erie, United States Northwest LLC Full time

    Thank you for your interest in employment at Northwest Bank! Submitting an application to this job posting allows your profile and resume to be reviewed by a Northwest Bank recruiter when a role becomes available at this Contact Center location. Applications will be accepted regardless of whether or not a current vacancy exists. Applicants should also...

  • Nurse Specialist in Endoscopy

    1 month ago

    Erie, Pennsylvania, United States UPMC Full time

    Endoscopy Nurse Specialist OpportunityThe Endoscopy Department at UPMC is seeking a skilled and dedicated Endoscopy Nurse Specialist to join their team. This is a full-time position with a mix of day and weekend shifts, offering a competitive salary and benefits package.About the Role:Provide high-quality patient care in a fast-paced endoscopy...

  • Production Specialist

    3 weeks ago

    Erie, United States FastSigns Full time

    Production Specialists work in a dynamic, creative and fast-paced environment to create and assemble sign and graphic products for many different business applications. Creative work is performed within the FASTSIGNS Center sign production area that is fully equipped with top-of-the-line sign-making equipment. Position requirements include cutting printed...

  • Pharmacy Ops Specialist, Assoc

    3 weeks ago

    Erie, United States UPMC - Pittsburgh Medical Center Full time

    Job DescriptionUPMC Hamot in Erie, PA is thrilled to welcome your application for our Pharmacy Ops Specialist, Associate! Join us to provide pharmaceutical care to patients within the UPMC Health System by assisting with the sterile and nonsterile medication preparation, medication filling, and medication distribution. Our position is Full-Time and...

  • Pharmacy Ops Specialist, Assoc

    3 weeks ago

    Erie, United States UPMC - Pittsburgh Medical Center Full time

    Job DescriptionUPMC Hamot in Erie, PA is thrilled to welcome your application for our Pharmacy Ops Specialist, Associate! Join us to provide pharmaceutical care to patients within the UPMC Health System by assisting with the sterile and nonsterile medication preparation, medication filling, and medication distribution. Our position is Full-Time and...

  • Pharmacy Ops Specialist, Associate

    3 weeks ago

    Erie, United States UPMC - Pittsburgh Medical Center Full time

    Job DescriptionUPMC Hamot in Erie, PA is seeking a highly motivated and detail-oriented Medication Reconciliation Pharmacy Ops Specialist, Associate to join our dynamic pharmacy team. This specialist will play a critical role in ensuring accurate medication histories for patients, contributing to improved patient outcomes and safety. Our full-time role will...

  • Pharmacy Ops Specialist, Associate

    3 weeks ago

    Erie, United States UPMC - Pittsburgh Medical Center Full time

    Job DescriptionUPMC Hamot in Erie, PA is seeking a highly motivated and detail-oriented Medication Reconciliation Pharmacy Ops Specialist, Associate to join our dynamic pharmacy team. This specialist will play a critical role in ensuring accurate medication histories for patients, contributing to improved patient outcomes and safety. Our full-time role will...

  • Assistive Technology Specialist

    3 months ago

    Erie, United States Voices for Independence Full time

    Would you like to know that your work truly makes a difference in the world? At Voices For Independence, we are improving lives every day. Our Assistive Technology Department helps support our mission of empowering people with disabilities and promoting independent living. Voices for Independence is currently seeking a full-time Assistive Technology...

  • Food Service Worker, On-call

    4 weeks ago

    Erie, United States AVI Foodsystems Full time

    The AVI Foodsystems operation at the Hagerty Family Event Center is now hiring friendly, service-oriented people to join our team. This position is on-call as needed filling Food Service Worker roles that will work when staff is needed. A great way to earn extra money! This position will work as needed on-call at the Hagerty Family Event Center concessions...

  • Customer Service Representative

    4 weeks ago

    Erie, Pennsylvania, United States Northwest LLC Full time

    About the Role:As a Contact Center Specialist at Northwest LLC, you will be responsible for providing exceptional customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. This role requires a strong ability to work in a fast-paced environment, navigate multiple software applications, and provide...

  • Nurse Infusion Specialist

    2 weeks ago

    Erie, Pennsylvania, United States University of Pittsburgh Medical Center Full time

    At the University of Pittsburgh Medical Center, we are seeking a skilled and compassionate Professional Staff Nurse to join our team in the Infusion Center. This is an excellent opportunity for individuals who are passionate about delivering high-quality patient care and working in a dynamic environment.Salary: $93,400 - $144,600 per yearAbout the Role:We...

  • Mobile Radiologic Technologist

    4 weeks ago

    Erie, Pennsylvania, United States Jackson Therapy Full time

    Opportunities Abound with Jackson Therapy PartnersJackson Therapy Partners is a renowned leader in the healthcare staffing industry, dedicated to providing rewarding adventures in patient care to healthcare travelers coast-to-coast.Compensation PackageBased on an 8-hour shift schedule and 40 hours per week, our compensation package is designed to provide a...

  • Crisis Technician I

    1 month ago

    Erie, United States University of Pittsburgh Medical Center Full time

    Safe Harbors Crisis Residential Unit (CRU) is an 8-bed facility for diversion from inpatient behavioral health. Our team is staffed with registered nurses, CRNPs/PAs, masters level Therapists, technicians, and a discharge specialist. We provide services including medication management and adjustments, group and individual therapy, and referrals and...

  • Nurse Practitioner or Physician Assistant, Pain Management

    16 hours ago

    Erie, United States Erie Spine and Pain Center Full time

    Job DescriptionJob DescriptionWe are seeking a Nurse Practitioner or Physician Assistant to become a part of our Pain Management Practice. You will focus on providing high quality patient care as part of a high-volume pain practice with a broad referral base throughout the community and tri-state area. This will be a patient management role with the option...

  • Crisis Technician I

    4 weeks ago

    Erie, United States UPMC - Pittsburgh Medical Center Full time

    Job DescriptionSafe Harbors Crisis Residential Unit (CRU) is an 8-bed facility for diversion from inpatient behavioral health. Our team is staffed with registered nurses, CRNPs/PAs, masters level Therapists, technicians, and a discharge specialist. We provide services including medication management and adjustments, group and individual therapy, and...

  • RN - General Medicine/Oncology Care Specialist (Full-Time, Days)

    2 weeks ago

    Erie, Pennsylvania, United States Highmark Health Full time

    Job Summary:Highmark Health is seeking a dedicated and compassionate Registered Nurse to join our 8N General Medicine/Oncology Unit as a full-time care specialist working days. As a member of our interdisciplinary team, you will provide high-quality patient care, assess and plan individualized care plans, and collaborate with colleagues to ensure seamless...

  • Outside Sales Rep

    1 week ago

    Erie, United States Kelly Services Full time

    Job DescriptionJob DescriptionJob Description: Outside Sales SpecialistLocation: Erie, PAPosition Type: Full-Time, direct hireSalary: 40-50K base + commissionsTravel: Company-provided car; flexibility to cover a territory within a 45-minute to 2-hour radiusWork Schedule: Flexible hours; on-call availability in off hours for customer visits as...