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Contact Center Representative

2 months ago

Forest City, North Carolina, United States Self-Help Full time
About the Role

We are seeking a highly skilled and customer-focused Contact Center Representative to join our team at Self-Help, a nonprofit organization dedicated to creating economic opportunity for all.

Key Responsibilities
  • Member Support: Respond to requests for service from Self-Help Credit Union members in a pleasant, professional, and efficient manner via telephone or written correspondence.
  • Product Expertise: Develop and maintain expertise in all Self-Help Credit Union products and services to successfully address member inquiries directly or when appropriate, by referring the member to the proper contact.
  • Organizational Knowledge: Maintain familiarity with the broader Self-Help organization and be capable of responding to inquiries regarding organizational initiatives and services beyond the Credit Union.
  • Communication: Excellent verbal and written communication skills, with the ability to respond to difficult, emotional, or problematic interactions.
  • Metrics and Goals: Meet overall metric goals such as percentage of queued calls answered, abandoned call rate, wait time, and time spent with members.
Requirements
  • Education: High school diploma or equivalent related experience.
  • Experience: Minimum 1 year of customer service experience in a call center or retail operations environment.
  • Language: Spanish fluency preferred; English fluency required.
  • Skills: Excellent math ability, proficiency in Word, and ability to travel throughout North Carolina as needed.
About Self-Help

Self-Help is a nonprofit organization committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, military and veteran status, class or family status.