Customer Service Representative

Overview:

The Customer Service Representative will receive inbound service calls from existing and prospective clients, internal and external departments. While interacting with customers, the Representative will answer inquiries, resolve issues, respond to customer requests, uncover and explore sales opportunities for additional products and services and make qualified sales referrals. Works independently in servicing customers on a wide variety of products and services. Works with various departments to reconcile customer issues while attempting to limit future occurrences.

Essential Job Responsibilities:

• Assist customers with account inquiries, servicing needs and issue resolution.
• Consistently deliver customer service that is knowledgeable, patient, prompt, empathetic and courteous.
• Research and provide verification and documentation of customer issues and resolution.
• Represent our customers in resolving issues by contacting other departments of expertise as needed. Build rapport and strengthen customer relationships while servicing customer needs.
• Maintain a thorough knowledge and understanding of First Niagara products and services. Effectively educates customers on the features and benefits of First Niagara products and services and is able to identify and recognize customer needs and opportunities to offer additional or enhance current products and services.
• Effectively recognize and act upon client retention opportunities.
• Provides customers first call resolution by coordinating and following up with other departments or lines of business as appropriate.
• Refer customer to appropriate department for sale closure.
• Meets and exceed established sales and production goals while contributing to the overall sales success of the team, Contact Center, and First Niagara.
• Adheres to established center and First Niagara policies and procedures related to servicing, sales, regulatory compliance and quality.
• Acts as a peer partner to other Contact Center employees, including recently hired employees. Provide guidance and assistance to less experienced representatives in person or via telephone.
• Works collaboratively in a team environment to achieve team, department, and business commitments
• Shows initiative and takes action with an appropriate level of independence.
• Supports and participates in changes to policies and procedures and is supportive of management decisions.
• Receptive to coaching and feedback, possess desire to meet/exceed goals and solve customer issues in a fast paced environment.
• Demonstrates flexibility in working additional hours based on business needs.

Desired Skills and Experience

Requirements:

• HS diploma or GED
• Minimum 1 year of Customer Service and/or Call center experience.
• Evening and weekend availability preferred.
• Ability to communicate effectively and clearly, both orally and in writing.
• Ability to communicate effectively and professionally with others, including exhibiting a courteous and conscientious business- like manner in the workplace
• Aptitude for working in a confidential and organized environment
• Must be able to represent department and First Niagara in a professional manner through actions and appearance.
• Must be able to attend a paid training program.
• Must demonstrate flexibility in working evening and weekend shifts.
• Predictable and reliable attendance and punctuality are essential functions of this position