Customer Service Representative

Your Role:
Our Customer Service Representatives serve as a foundation to our operations teams. They move between assisting other departments in managing complex matters to assisting customers through their hardest times. Our representatives have a great opportunity to reduce risk for the company by paying attention to details and actively communicating, bringing solutions to customers and teams. This role gives the freedom to show great ownership of processes and relations, and we value collaboration with our representatives and encourage voices to be heard when thinking about improvements that can be made to the process, the customer experience, and company.


Duties/Responsibilities:
Provide a good customer experience by helping customers through difficult times and offering solutions
Answer online correspondence's from customers via online messaging applications
Accept inbound calls and provide basic servicing for customer’s accounts as required
Troubleshooting customers issues and redirect them to the appropriate department
Complete welcome calls for new customers
Complete calls for customers with low balances in an effort to create return customers
Monitor and evaluate customer calls assigned to you and find solutions
Work with other Customer Service Representatives to ensure an effective and cohesive team
Follow a documented process from beginning to end
Continually organize and rebalance your workload to achieve optimum efficiency and time management
Other duties as required


Desired Skills/Abilities:
Ability to deliver results individually to achieve high performance
Proficient with MS Office tools including Excel, PowerPoint, Word
Bilingual English and Spanish


Our most successful employees are…
Detailed communicators - Communicate with clear details, directions, and next steps. Considers their audience and gives all the necessary information to ensure a smooth workflow in both verbal and written ---------- tail Oriented - Are aware of important details that are required when completing tasks and communicating. Are committed to focusing on details when completing tasks. Considers their audience when communicating and gives important and necessary details.
Owners of their task - Take ownership of the processes and procedures of their job, their behavior, and their words. Take control of their own career by seeking improvement in themselves, their team, and the ---------- mitted tea ---------- mbers - Are committed to the team succeeding. Understand that team success happens when individuals are able to perform at high levels. Are engaged in their own success, and are committed to helping their tea ---------- mbers succeed.
Creative problem solvers - Show an understanding of the problem on a holistic level and the potential solutions. Engage with each problem individually and think outside the box to come up with a ---------- lf-Motivated - Are motivated to act without the need from external pressure. Consider their own strengths and weaknesses and are driven to act accordingly. Consider the needs of the team and company and are motivated to engage deeply in their success, the success of the team, and the success of the company.
Honest - Act honestly in dealing with internal and external customers. Consider the ethical standards of the company in all ---------- cation and Experience:
*Stable computer/internet*
High school diploma required
College degree preferred
1+ years of call center experience preferred