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Customer Service Representative

2 months ago

Towanda, Kansas, United States Sutherland Full time

About the Role:

We are seeking a highly skilled and motivated Customer Service Representative to join our team at Sutherland. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, resolving customer inquiries and issues in a timely and professional manner.

Key Responsibilities:

  • Provide customer support via phone, email, or instant message to consumers, serving as the primary contact for inbound customer issues.
  • Escalate more technical product-related issues to the proper product support department.
  • Process a high volume of consumer inquiries about banking products and services, resolving a targeted percentage of those inquiries.
  • Troubleshoot customer issues, identify the root cause, and use tools and resources to determine how to resolve the customer issue.
  • When unable to resolve problems in a reasonable amount of time, escalate to the appropriate resource and follow up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.
  • Track and document inbound support requests and ensure proper notation of customer issues.
  • Update customer information and ensure accurate entry of contact information.
  • Meet standards of job, such as quality standards, adherence to schedule, and average handle time.
  • May provide guidance and/or mentoring to less experienced peers.

What We Offer:

  • Competitive pay starting at $18/hour, generous flexible vacation policy, and 401k.
  • Paid training, coaching, development, and career planning.
  • Medical, dental, and vision benefits; EAP, health and wellness programs, and more.
  • Tremendous development and advancement opportunities - 80% of our frontline leaders have been promoted.
  • Employee Discounts.
  • EAP & Health and Wellness programs including a personal trainer dedicated to Sutherland.

Qualifications:

  • High school diploma or GED.
  • At least one year of call center experience.
  • At least one year of customer service experience.
  • Knowledge of the company's products, services, and business operations to enable resolution of customer inquiries.
  • Excellent customer service skills that build high levels of customer satisfaction.
  • Excellent verbal and written communication skills.
  • Computer navigation and operation skills.
  • Demonstrates effective people skills and sensitivities when dealing with others.
  • Ability to work both independently and in a team environment.