Customer Service Representative

3 weeks ago


Jefferson City, Missouri, United States Sutherland Full time

Are you a motivated and forward-thinking individual with a passion for providing exceptional customer support? Do you have a background in banking and/or financial services and enjoy a job where every day is different?

We're Sutherland, a digital transformation company, and we're hiring customer service representatives to support a new client, a multinational corporation providing a wide range of financial products & services.

As a customer service representative, you will handle inbound customer inquiries and resolve a variety of basic support issues, such as researching, troubleshooting and processing address changes, customer orders, and/or billing/payments/disputes.

You will be responsible for documenting all your work, and escalating calls to an appropriate Product Support Specialist as needed.

Since we provide service to global customers, our center is open 24/7. These are work from home opportunities.

Key Responsibilities:

  • Provide customer support by phone, email or instant message to consumers.
  • Escalate more technical product-related issues to proper product support department.
  • Process a high volume of consumer inquiries about banking products and services and resolves a targeted percentage of those inquiries.
  • Troubleshoot customer issues, identifies root cause of the issue and uses tools and resources to determine how to resolve the customer issues.
  • When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solutions and expand overall knowledge.
  • Track and document inbound support requests and ensures proper notation of customer issues.
  • Update customer information and ensures 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.
  • Other related duties assigned as needed.

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 & advancement opportunities - 80% of our frontline leaders have been promoted.
  • Employee Discounts.
  • EAP & Health and wellness programs including a personal trainer dedicated to Sutherland.

We will provide all equipment, and we ask you to provide reliable, hard-wired Internet service and a quiet, distraction-free place to work.

Requirements:

  • High school diploma or GED.
  • At least one year of call center experience.
  • At least one year of customer service experience.
  • Knowledge of the banking 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.


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