Vacaville, CA
Contact Center Representative
RESPONSIBILITIES:
Kforce is seeking Customer Service talent for a client in Vacaville, CA. This position is Monday-Friday 8-5pm or 9-6pm and onsite. Bilingual - Spanish is a plus. The Contact Center Representative must be proficient in online emails and chat.Summary:
The Contact Center is responsible for professionally managing member service inquiries via inbound calls, emails and live-chats in a high volume customer service environment. The Contact Center Representative will actively understand the value of a great member experience while expanding existing member relationships by identifying opportunities for additional credit union products and services. This position has no supervisory responsibilities and reports directly to assigned Supervisor/Manager, Contact Center.
Responsibilities:
- The Contact Center Representative provides world-class member support through all member support channels with a focus on first-contact-resolution and problem solving for account inquiries
- Identifies opportunities to deepen the member relationship by promoting and educating members around new products and services based on the member contact reason
- Based on experience, manages product/service inquiries of a more complex nature, i.e. Certificates, Individual Retirement Accounts, etc.
- Follows up on member inquiries that are not immediately resolved
- Follows proper Contact Center policies and procedures when handling different topics
- Suggests improvements and changes to processes and policies to improve productivity and members' experience
- Uses proven decision-making skills when handling exceptions to policies or procedures within assigned authority
- Properly identifies, researches and resolves issues using multiple software applications
- As a Contact Center Representative, this role participates in ongoing training programs and maintains up-to-date information and working knowledge of all credit union products, services and promotions
REQUIREMENTS:
- HS diploma/GED or equivalent
- Minimum of 6 months of credit union/banking customer service experience and/or inbound call center experience
- Passionate about helping people, able to learn quickly and acquire the knowledge to assist members accurately
- Must be detail-oriented with above average active listening skills
- Strong interpersonal and professional written and verbal communication skills to handle inquiries and issues with tact and diplomacy
- Ability to interact with diverse groups of people and be a team player
- Ability to work in a fast-paced, team-oriented environment; Efficiently organize work priorities and accurately complete multiple tasks within strict timeframes with minimal supervision
- Ability to navigate multiple interdependent systems and tools
- Highly skilled at researching and effectively resolving issues in a timely manner
- Proficient in MS Office products (Word, Excel, Outlook)
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Recommended Skills
- Active Listening
- Attention To Detail
- Call Centers
- Communication
- Curiosity
- Customer Service
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