Customer Service Representative (Level III)

Position Title: Customer Service Representative
Pay Rate: $21/hour on W2
Contract: 12 months
Work Arrangement: Hybrid
Work Locations: 9000 Southside Blvd., Building 200, Jacksonville, FL 32256

Regular Work Schedule: 10:30 AM 7:00 PM ET
Training Schedule: 8:00 AM 4:30 PM ET, or as assigned based on the trainers schedule

Position Overview:

We are seeking a customer-focused Customer Service Representative with strong inbound call center experience and excellent computer navigation skills. The ideal candidate can efficiently navigate multiple systems while interacting with customers, analyze inquiries, resolve issues, and deliver a positive customer experience.

This role serves as the first point of contact for high-revenue commercial clients seeking assistance with commercial loan and credit products. The representative will primarily handle inbound phone inquiries, conduct research, coordinate with internal business partners, and provide timely, accurate resolutions.

Key Responsibilities:

• Serve as the first point of contact for high-revenue clients contacting the organization primarily by phone, with additional inquiries received through email.
• Review, analyze, and determine the appropriate handling and resolution of customer requests related to commercial loan and credit products.
• Research customer inquiries, identify issues, and provide accurate and timely resolutions.
• Navigate multiple banking systems and applications efficiently to support customer requests.
• Collaborate with internal business partners to resolve client concerns, technical issues, and service requests.
• Build and maintain strong client relationships through professional communication, active listening, and effective problem-solving.
• Apply established procedures and operational guidelines when handling customer inquiries and exceptions.
• Document customer interactions, research findings, and resolutions accurately.
• Adapt to changes in systems, processes, and operational procedures.
• Participate in ongoing coaching and performance feedback to support service quality and operational goals.

Required Qualifications:

• Experience working directly with customers in a customer service or client support environment.
• Strong inbound customer service and call-handling skills.
• Ability to manage difficult customer interactions, address objections, and resolve concerns professionally.
• Intermediate written and verbal communication skills, including proper grammar, spelling, and clear articulation.
• Strong computer skills and the ability to navigate multiple systems simultaneously while speaking with customers.
• Analytical and problem-solving skills, with the ability to research inquiries and determine appropriate solutions.
• Strong organizational skills, attention to detail, and the ability to manage multiple tasks.
• Ability to build rapport, engage customers in meaningful conversations, and maintain a positive customer experience.
• Willingness to receive ongoing coaching and performance feedback.
• Flexibility and a willingness to learn new technologies, systems, and processes.
• Ability to work independently while collaborating effectively with internal teams.

Preferred Qualifications:

• 12 years of experience in banking or financial services.
• 13 years of experience working in a call center environment.
• Previous experience supporting commercial clients, particularly with commercial loan or credit products.
• Experience researching and resolving financial service inquiries using multiple banking systems.

At Tailored Management, we help people get jobs and take pride in their work, so we better take pride in ours too. Not every company has the opportunity to meaningfully and directly impact individuals in a way that makes their lives tangibly better. To better support our employees, we offer a wide variety of benefit options to support you. We offer:

• Medical Coverage HDHP, PPO, and Surest plan options
• Minimum Essential Coverage (MEC)
• Dental Insurance
• Vision Insurance
• Short-Term Disability (STD)
• Long-Term Disability (LTD)
• Life & AD&D Insurance
• Critical Illness Insurance
• Accident Insurance
• Employee Assistance Program (EAP)

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