Customer Care Center Agent I

Position: Customer Care Center Agent I

Reports To: Customer Care Center Manager Indirectly Reports To: None

FLSA Status: Non-Exempt

Role Summary:

To provide clients with accurate answers and information concerning their accounts, policies and procedures within established service levels and service quality metrics.

Specific Job Functions (Duties/Responsibilities):

• Provide service support to Southern Bank clients initiating contact via the Customer Care Center, which may involve questions regarding products, online support and their accounts. • This position communicates directly with clients, as well as internal service partners, to effectively resolve issues, questions, and service requests. • The Customer Care Center Agent will utilize skills and expertise to deliver premier customer service through defined procedures, established policies, and their own robust knowledge. • This position is responsible for client satisfaction and retention through accurate and thorough processing, efficient problem solving, and effective service partner assistance. • Perform other duties as assigned.

JOB REQUIREMENTS:

Knowledge/Skills/Abilities Required:

• Maintain a professional and pleasant manner under pressure • Maintain up-to-date knowledge of all Bank services and products • Proactive teamwork and cooperation • Adhere to established service level and quality assurance metrics • Excellent customer service skills including ability to handle difficult customer situations • Excellent communication and listening skills • Ability to handle detailed documentation • Ability to engage with clients verbally while simultaneously completing online documentation of the conversation • Strong PC skills with emphasis on Microsoft office applications

Previous experience in service desk environment preferred.

Education/Experience Requirements:

• High School diploma or general education degree (GED) or equivalent • Previous community Banking experience with new accounts preferred • One to two years of previous experience in customer contact or sales roles preferred • Capable user of standard office equipment/software applications