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Customer Service Specialist

2 months ago

Alabama, United States Apt Full time

Position: Customer Service Specialist

Location: On-site role with a structured schedule.

Training Overview

  • Duration: Initial training period lasting 6-9 weeks as determined by the organization.
  • Schedule: Monday to Friday, from 8:00 AM to 5:00 PM.

Post-Training Work Schedule

  • Duration: Fixed schedule following training, subject to client communication.
  • Days: Five working days from Monday to Saturday, with rotating off days based on operational requirements.
  • Hours: 11:00 AM to 8:00 PM.

Saturday Work Schedule

  • Duration: Mandatory Saturday shifts following training.
  • Hours: Either 7:00 AM to 3:30 PM or 8:30 AM to 5:00 PM, depending on business needs.

We are seeking a dedicated customer service specialist to collaborate with team members in delivering exceptional service to our clients. This role involves addressing inquiries, resolving complaints, and troubleshooting issues related to our offerings. The specialist will manage a significant volume of incoming and outgoing communications, striving to create a positive experience for each client. They will actively listen to understand the client's needs, respond to inquiries or concerns, and provide accurate and efficient solutions.

To excel in this role, candidates should be focused on customer satisfaction, detail-oriented, and efficient. Attributes such as politeness, reliability, knowledge, and adaptability are essential.

Key Responsibilities:

  • Engaging with clients through calls to identify and address their needs, concerns, or issues with products or services.
  • Providing prompt and accurate responses to callers, explaining potential solutions, and ensuring clients feel valued and supported.
  • Practicing active listening with clients, confirming or clarifying information, and managing difficult situations with professionalism.
  • Building strong relationships with clients and fellow team members based on trust and dependability.
  • Utilizing various software, databases, scripts, and tools effectively.
  • Aiming to meet or exceed established performance metrics while consistently delivering excellent customer service.
  • Making recommendations for products or services that may better meet client needs.
  • Participating in training and development opportunities to enhance knowledge of the organization and role.
  • Adhering to all organizational policies and procedures.
  • Striving to meet or exceed performance metrics.

Qualifications:

  • High school diploma or equivalent.
  • Previous experience in a customer service or call center environment.
  • Outstanding customer service, active listening, and verbal and written communication skills.
  • Proficiency in computer usage, particularly with CRM software, and strong typing abilities.
  • Capability to ask clarifying questions and manage challenging situations effectively.
  • Strong time management and decision-making skills.
  • Ability to adapt and take responsibility for one's actions.
  • Experience in the banking sector is highly advantageous.