Customer Service Representative

1 week ago

Erie, Pennsylvania, United States Northwest Bank Full time

About the Role:

We are seeking a highly skilled and customer-focused Contact Center Specialist to join our team at Northwest Bank. As a Contact Center Specialist, you will be responsible for providing exceptional customer service to our clients, utilizing multiple customer databases, and providing technical assistance as required.

Key Responsibilities:

  • 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

Requirements:

  • 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

Education and Experience:

  • High School Diploma or Equivalent preferred
  • Associate Degree in Related Subject preferred
  • Customer Service Experience preferred
  • Good Technological Background preferred

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