Cust Serv Rep - Contractor

Job Summary
Performs customer service act

Job Description
Performs customer service activities and initiatives. Delivers CARES model to customers and service partners. Receives, investigates and responds to customer inquiries regarding products, services and issues via all channels through which customers are served. Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues. Maintains high levels of customer satisfaction consistent with the core values. Demonstrates commitment to quality through customer and service partner interactions.

Skills:
Relationship Building Technical Support Customer Service Accountability Decision Making Results-Oriented Customer Interactions Continual Improvement Process Experience: Entry level to 2 years customer service related experience required.

Flex Skills/Nice to Have:
Escalations/Call center exp Basic HD Support experience Spanish Speaking

Nice to Have Soft Skills:
Needs to Be a Good Culture Fit Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve issues Communication: Excellent written and verbal communication skills, with the ability to clearly convey technical information to non-technical stakeholders.
Attention to Detail: Meticulous attention to detail, ensuring accuracy and consistency in configurations, workflows, and reports.
Required bachelor\'s degree or equivalent work exp Years of experience: 1-3 years

Roles and Responsibilities:
Provide Tier 1 Customer Support/Service
Resolve customers service complaints by performing activities such as adjusting menu items, setting up new merchant, resolving technical issues.
Contact customers and respond to inquiries
Refer unresolved customer grievances to designated departments for further investigation.
Keep records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken Channels of customer support expected to provide: email, phone, chat Training M-F 9-6 EST for 6 weeks, may or may not align with their final schedule From 30 calls up to 150 calls/day depending on call load -ability to multitask needed

Must Have Technical Skills:
Demonstrated Customer Service skills in industries such as call center, retail, hospitality etc

Screening Questions:
How many years of troubleshooting/Call Center experience do you have
What CRMs are you familiar with Role Differentiator: potential opportunity for growth, team is encouraging on candidates ideas and this resource will be able to leave a footprint with this team

Interview Process:
2 step ITV 1st round with senior member on team 2nd round with HM

Stack Ranking: 1. Skill set 2. Location 3. Bill Rate 4. Former Client

Additional Job Responsibilities
Will put on hold and SL on 2/13 at 8am

Position Title
Customer Service Rep Position Location: Naples Pittsburgh Dallas 1st preference - Hybrid 3 days in office min Naples FL 4501 Tamiami Trail N suite 400 Naples FL 34103 Pittsburgh Dallas

Ability to work remote:
Yes/hybrid---- Acceptable time zone(s): EST or CST Working Hours: 9 hr shift within 8:00-7:00pm (1hr lunch) EST (Some flexibility on start time within reason ex can start at 6am if needed)

Travel:
Possibly a week a quarter - less than 10% (could visit Naples office 1/year if in other offices) Days of the week: M- F 40 hours

OT:
No OT expected but available

Intended length of Assignment:
1 yr Reason for open position

Potential for Contract Extension:
Possibility of extension/contract to hire This position is contract with the right to hire if a need becomes available. Manager will only look at candidates that are open to converting to a full time Client employee. Client will not sponsor work visas if the decision is made to hire the contingent worker. Initiatives/Projects: Customer Support Impact/Function this role has within the bank/LOB: Industry background: Customer Service/ Some HD exp a plus

Corporate Function
Non-Technology