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Customer Support Specialist
2 months ago
Company: City National Bank and Trust
Position: Customer Service Representative
Department: Call Center
Role Summary: The Customer Service Representative in the Call Center is responsible for delivering outstanding customer service while acting as a vital link between clients and various departments of City National Bank and Trust. This role involves handling incoming calls with professionalism and efficiency.
Key Responsibilities:
- Meet and exceed all performance metrics established for the Call Center.
- Complete training in customer service best practices and achieve a minimum score of 80% on the subsequent evaluation.
- Deliver exceptional service to resolve client inquiries and issues promptly using effective communication skills.
- Maintain composure and effectiveness during peak call volumes and in challenging customer interactions.
- Adhere to all banking regulations, policies, and departmental procedures.
Qualifications:
- Proven ability to learn new technologies and familiarity with MS Office applications.
- Strong problem-solving and conflict resolution capabilities.
- Flexible availability to accommodate business needs during operational hours.
- Ability to manage multiple tasks while balancing customer and business priorities.
- Excellent interpersonal skills with the ability to work independently and collaboratively.
- Demonstrated work ethic and commitment to achieving goals.
- Adaptable and professional in a dynamic environment.
- Positive attitude and willingness to assist colleagues and clients.
Education and Experience:
- High school diploma or equivalent is required.
- Prior experience in a customer service role or relevant educational background.
- Experience with inbound calls in a call center setting is preferred.
- Proficient in office skills and MS Office applications.
- Sales experience is advantageous.
- Bilingual candidates are encouraged to apply.
Physical Requirements: The physical demands of this position include the ability to:
- Consistently use computer screens.
- Operate a computer keyboard and perform tasks requiring manual dexterity.
- Remain seated for extended periods.
- Engage in repetitive motions such as typing.
- Maintain close vision and adjust focus as needed.
Additional Information: This job description is intended to provide a general overview of the position and is not exhaustive of all responsibilities and duties that may be required. Responsibilities may change at any time with or without notice.
