Job Title: Specialist 2, Customer Support
Location: Blue Ash, OH (no remote work available)
Contract: 3+ months - Contract-to-Hire
Schedule: Mon-Fri 9am-6pm EST
Pay: $20.00/hour
Job Description:
Onsite in Blue Ash, OH (no remote work available) Start: 03/23
We are seeking a highly motivated and customer-focused individual to join our team as a Specialist 2, Customer Support. As a key member of our customer support team, you will be responsible for providing world-class customer service, resolving customer issues, and delivering exceptional experiences.
Job Responsibilities:
• Ensure that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies. • Receive inbound contacts, calls, and complete outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met. • Maintain personal and team accountability for productivity and efficiency. • Demonstrate ownership of customer issues and work proactively with Green Dot business units, partners, and vendors to manage issues through to a complete resolution in a timely manner. • Demonstrate sound negotiation, problem-solving, and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority. • Demonstrate the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting, and analyzing systematic issues and recommending solutions to improve processes and products. • Advocate as the voice of the customer to Green Dot, proactively making recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes. • Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes. • Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained. • Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues. • Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
Job Requirements:
• 1+ years of customer service and/or contact center experience preferred • Strong verbal and written communication skills • $19 - $20 an hour
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