Customer Support Representative

2 weeks ago

Erie, Pennsylvania, United States Northwest Bank Full time

Thank you for considering a career opportunity with Northwest Bank. By submitting your application to our Talent Community, you enable our recruitment team to review your profile and resume for potential openings at our Contact Center.

We welcome applications at any time, regardless of current vacancies. We encourage applicants to apply directly for any open positions of interest to ensure proper consideration.

As a member of our Talent Community, you will be in the running for any Contact Center roles that may arise.


Our Customer Support Representatives play a crucial role in delivering exceptional and efficient service to our clients. They utilize various customer databases and provide necessary technical support.

Representatives are tasked with meeting monthly performance metrics while educating clients about our products and services.


The Contact Center operates Monday through Friday from 8:00 AM to 8:00 PM and Saturday from 9:00 AM to 1:00 PM, remaining closed on standard bank holidays. Expect to work evening shifts and Saturday hours on a rotating schedule.

Customer Support Representatives are eligible for a shift differential for hours worked after 5:00 PM.



KEY RESPONSIBILITIES:
  • Meet productivity benchmarks and complete tasks promptly.
  • Adhere to scheduling and attendance requirements.
  • Maintain confidentiality for clients and Northwest Bank.
  • Achieve service level targets.
  • Serve as a trainer for new Contact Center staff.
  • Identify and resolve customer issues efficiently.
  • Gather and analyze information to develop alternative solutions.
  • Manage challenging customer interactions with professionalism.
  • Respond swiftly to customer inquiries and fulfill commitments.
  • Communicate clearly and persuasively in various situations.
  • Educate clients on the advantages of Northwest products and services.
  • Approach others tactfully and remain composed under pressure.
  • Demonstrate accuracy and thoroughness in all tasks.
  • Seek opportunities to enhance quality and service.
  • Exhibit excellent listening and interpretative skills.
  • Build collaborative relationships with customers in a fast-paced environment.
  • Aim for First Call Resolution in customer inquiries.
  • Utilize established call policies and procedures effectively.
  • Provide support for Northwest's technical products and services.
  • Troubleshoot online access issues as needed.
  • Document outcomes as instructed.
  • Ensure compliance with Northwest's policies and applicable regulations.
  • Navigate Microsoft Office and department-specific software efficiently.
  • Collaborate effectively as part of a team.


REQUIRED SKILLS AND QUALIFICATIONS:
  • Ability to foster effective working relationships and contribute to problem-solving.
  • Clear and concise communication skills, both oral and written.
  • Active listening skills to ensure understanding and facilitate open dialogue.
  • Ability to set personal goals and track progress effectively.
  • Sound judgment and decision-making skills.
  • Familiarity with Northwest products and services.
  • Proficiency in computer, mobile app, and bill payment systems.
  • Knowledge of debit and credit card systems.
  • Understanding of Northwest's automated systems.


EDUCATION AND EXPERIENCE:
  • High School Diploma or Equivalent preferred.
  • Associate Degree in a related field preferred.
  • Previous customer service experience preferred.
  • Strong technological background preferred.


Northwest Bank is an Equal Opportunity Employer, welcoming applications from all individuals, including protected veterans and those with disabilities.

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