Customer Service Representative

3 days ago

Altamonte Springs, Florida, United States Trustco Bank Full time
Job Title: Customer Service Coordinator

Reports to: Customer Service Supervisor

FLSA Status: Non-Exempt

Salary Grade: NE10

Supervisory Responsibility: No

Job Summary:

The Customer Service Coordinator is a key member of our team, responsible for delivering exceptional customer experiences through timely and accurate responses to customer inquiries. Using their product knowledge and customer service skills, they resolve issues, provide support, and offer information to keep customers satisfied and retain business.

Essential Duties and Responsibilities:
  • Handle Inbound Customer Calls: Respond to a high volume of customer calls in a timely manner, providing accurate and satisfactory answers to their questions and concerns.
  • Identify Customer Needs: Research and resolve issues, and provide solutions to meet customer needs.
  • Upsell and Cross-Sell: Identify growth opportunities and inform customers about new and existing products and services, and current promotions to seize opportunities to capture additional business.
  • Process Account Inquiries: Verify and process account inquiries, ensuring they are mailed in a timely manner.
  • Process E-Tickets: Process e-tickets from branches, providing PIN and password resets.
  • Guide Callers: Guide callers through troubleshooting situations and navigate them through the bank's website, online and mobile platforms, and other products and services.
Requirements:
  • Education: High School Diploma or equivalent education or experience.
  • Customer Service Experience: Customer service experience with a focus on customer satisfaction and adaptability to different personality types.
  • Communication Skills: Effective verbal communication skills with active listening.
  • Organizational Skills: Well-organized with the ability to manage multiple tasks and work to time-sensitive deadlines.
  • Teamwork: Ability to work well independently and in groups.
Preferred Qualifications:
  • Call Center Experience: Call center experience.
Work Environment:

This is a part-time position with a flexible schedule, including:

  • Monday: 11am-6pm
  • Tuesday: 11am-6pm
  • Wednesday: 11am-6pm
  • Thursday: 11am-6pm
  • Friday: 11am-6pm
  • Saturday: 11am-6pm
  • Sunday: Closed
Language Skills:

Must be able to speak, read, write, and understand the primary language(s) used in the workplace; bilingual skills a plus. Ability to read, analyze, and interpret general business information, including company policies and procedures. Ability to effectively present information and respond to questions from groups of managers and customers.Physical Demands:

  • This is a largely sedentary role, requiring use of typical office equipment such as a computer, laptop, and phone.
  • Ability to communicate both in person and/or by telephone.

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