Job Title: Customer Service Representative
Duration: 6 month - Contract to Hire
Location: Phoenix, AZ 85027
Training: M-F 8:30am-5pm
- 12 weeks of training (cannot miss any time)
- On-site for the duration of training
- Business casual dress code
JOB RESPONSIBILITIES:
- Assist customers with their credit card profiles & card related issues
- Payments, lost/stolen cards, disputes, fraud, transaction review, balance transfers
- Operate in an inbound call center environment supporting an average of 75-100 calls daily
- Adhere to performance metrics and schedule accountability
- Average handle time (3-5mins), customer feedback through NPS surveys, Quality of service, attendance, etc.
- Escalate complex scenarios to 2nd tier level of support
- Provide quality customer service through resolution while following correct procedures
MUST HAVE skillsets:
- 6+ months of excellent customer service exp.
- Strong communication skills
- Active Listening skills
- Patience
- Ability to take ownership of customer concerns and acknowledge each issue through resolution
- Basic Microsoft Office exp./email correspondence exp.
- Metric/KPI driven environment
EXPECTATIONS:
Each contractor will need to work this shift for a total of 90 days before potential conversion, and/or submitting a request for an alternate shift option
Coaching:
- Team members can expect coaching daily
- Focus on action plans and meeting goals
- Includes listening to recorded calls
- Will receive a lot of feedback
Attendance:
- Attendance is super important and will be measured and monitored for performance
o 3rd day missed-informal warning
o 4th day missed-formal warning
o 5th day missed-termination
Job Types: Full-time, Contract
Pay: $17.00 - $18.00 per hour
Schedule:
- 8 hour shift
- Day shift
- Weekends as needed
Experience:
- Call center: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Ability to Commute:
Work Location: In person