Customer Service Representative

4 weeks ago


Louisville, Kentucky, United States Sutherland Full time

About the Role:

We are seeking a highly skilled Customer Service Representative to join our team at Sutherland. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, handling inbound customer inquiries, and resolving a variety of basic support issues.

Key Responsibilities:

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

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

Requirements:

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

About Sutherland:

Sutherland is a digital transformation company that makes digital processes feel more human for the customers we serve. We have been helping customers globally, across industries from financial services to healthcare, entertainment to retail, insurance to gaming, and everything in between, provide exceptional experiences for their customers for over 35 years.



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