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Customer Service Representative

2 months 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 plays a vital role in ensuring customer satisfaction by providing timely and accurate support for a variety of requests related to Trustco Bank's products and services.

Key Responsibilities:
  • Handle a high volume of inbound 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 their needs.
  • Identify growth opportunities and inform customers about new and existing products/services and current promotions to capture additional business.
  • Verify and process account inquiries and ensure timely mailing of responses.
  • Process e-tickets from branches, providing PIN and password resets.
  • Guide callers through troubleshooting situations and navigate them through the Bank's website, online and mobile platforms, and other products and services.
Requirements:
  • High School Diploma or equivalent education or experience.
  • Customer service experience with a focus on customer satisfaction and adaptability to different personality types.
  • Effective verbal communication skills with active listening.
  • Well-organized with the ability to manage multiple tasks and work to time-sensitive deadlines.
  • Ability to work well independently and in groups.
Preferred Qualifications:
  • Call center experience.
Work Environment:

This is a full-time position (40 hours per week) with scheduled work hours around customer service hours:

Monday: 8:00am - 8:00pm

Tuesday: 8:00am - 8:00pm

Wednesday: 8:00am - 8:00pm

Thursday: 8:00am - 8:00pm

Friday: 8:00am - 8:00pm

Saturday: 8:00am - 5:00pm

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.