Customer Care Representative job in Warren, OH| Recruit Arrow
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Customer Care Representative
Location : Ohio, Warren
Refer job # FAMI340858
Job Responsibilities and Requirements: JOB SUMMARY As part of the Bank's Customer Care Contact Center, the Customer Care Representative is responsible for providing high quality support and service, ensuring an enjoyable, valuable and memorable experience for internal, external and prospective customers via telephone and other electronic means. REQUIRED KNOWLEDGE AND SKILLS High school diploma or equivalent required 1 - 3 Years experience in function 0 - 1 Years experience in industry Minimum of one year of customer service experience required; previous call center, sales and/or retail banking experience preferred. Excellent interpersonal skills, with the ability to communicate clearly and effectively with a customer based approach. Ability to effectively listen, ask probing questions, understand concerns, and overcome objections. Strong critical thinking, problem solving and judgment skills, with the ability to make sound and reasonable decisions through careful evaluation and understanding of the impact of those decisions. Proficiency in Microsoft Office applications and accuracy in data entry required. Ability to multi-task and work effectively in a high volume, fast paced environment while maintaining accuracy. ESSENTIAL DUTIES AND RESPONSIBILITIES Answer inbound calls and either direct or assist the customer as needed in a courteous and professional manner; ensure calls are routed to the appropriate resource. Identify customers needs, clarify information, research issues/complaints and provide solutions and/or alternatives; respond to customer inquiries providing accurate and complete information. Troubleshoot and resolve online and mobile banking issues. Perform account maintenance. Establish and maintain positive and productive customer relationships. Recognize sales and referral opportunities by reviewing customer portfolio to identify options to enhance customer relationships. Generate outbound calls to customers for satisfaction surveys and to generate expanded sales and service opportunities. Maintain up-to-date knowledge of products, services and procedures to deliver accurate information and financial solutions to customers. Ensure that all actions are in compliance with bank policy and regulatory requirements.
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