Customer Service Representative

24 hours ago


Buffalo, New York, United States Northwest Full time
Job Description:

The Customer Service Representative will be responsible for providing top-notch customer service to clients, utilizing multiple databases and delivering technical assistance when required. This role involves achieving monthly call quality performance while educating clients on products and services.

The Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM, with regular bank holidays observed. Expect to work evening shifts and Saturdays on a rotating basis.

A shift differential is available for hours worked after 5:00 PM. To excel in this position, you must meet productivity standards, complete work timely, ensure scheduling compliance, maintain confidentiality, and achieve service level standards.

This role also entails serving as a Contact Center orientation trainer, resolving customer issues efficiently, gathering information skillfully, and developing solutions. You will also manage difficult situations, respond promptly to customer needs, and educate clients on Northwest's benefits.

Key Responsibilities:
  • Meet productivity and service level standards
  • Ensure scheduling and attendance compliance
  • Maintain client and Northwest confidentiality
  • Serve as a Contact Center orientation trainer
  • Resolve customer issues efficiently

Requirements:
  • High School Diploma or Equivalent preferred
  • Associate Degree in Related Subject preferred
  • Customer Service Experience preferred
  • Good Technological Background preferred

Compensation:
The estimated salary for this position is $16.50 to $17.75 per hour, based on factors including experience, skills, and knowledge. Shift differentials are provided for hours worked outside of standard office operations. Additional bonus earning opportunities and benefits are available.

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