Call Center Representative

2 days ago

East Providence, United States A-Line Staffing Solutions Full time

NOW HIRING A-Line is seeking a dedicated and enthusiastic Contact Center Specialist to join our team. As the first point of contact for our customers, you will provide top-notch service by answering inquiries, addressing issues, and ensuring customers have a positive experience with our company. You will play a key role in ensuring customer satisfaction through active listening, problem-solving, and delivering solutions in a timely and professional manner. Job Title: Contact Center Specialist Pay: $21.50 per hour Location: East Providence or Johnston, RI Shifts Available (After 4 Weeks of Training): Monday-Friday 9:00 AM - 5:30 PM Monday-Friday 9:30 AM - 6:00 PM Monday-Friday 10:30 AM - 7:00 PM Monday-Friday 10:00 AM - 6:30 PM Key Responsibilities: Customer Service: Receiving Customer Calls : Answer incoming calls, greet customers warmly, and maintain an upbeat and helpful demeanor to create a positive first impression. Verifying Customer Identity : Ensure confidentiality and legal compliance by requesting and verifying personal information against system data. Active Listening : Give customers the space to fully explain their issues, ask clarifying questions, and show empathy, especially when interacting with upset customers. Adapting Communication : Modify speech rate, tone, and content to ensure customer understanding and comfort. Explaining Policies & Products : Assist with customer questions, explain product features, provide online banking assistance, and clarify general bank services. Researching Customer Issues : Investigate transaction history and customer relationships to identify the source of issues and resolve concerns. Providing Solutions : Offer appropriate solutions, provide options to the customer, and encourage acceptance to ensure satisfaction. Problem-Solving : Assist customers with tasks like activating/reissuing cards, ordering checks, updating information, executing stop payments, and processing overdraft protection applications. Operations: Documenting Customer Interactions : Record call details, update customer profiles, track customer satisfaction, set follow-up reminders, and input notes for future reference. Referring to Specialists : Recognize when a specialist (e.g., fraud department, supervisor) is needed to resolve customer issues efficiently. Operating Technology : Use phone and computer systems to retrieve information, manage emails/calendars in Outlook, reset customer passwords, and handle data across banking platforms. Multitasking : Effectively manage multiple tasks such as conversing with customers, resolving issues, and identifying sales opportunities simultaneously. Learning & Compliance : Stay up-to-date with product/service updates, policies, and compliance requirements through ongoing training to ensure adherence to regulations and accuracy in customer interactions.

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