Customer Service Representative/call Center - Phoenix, United States - TalentBridge
Description
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 calls daily
- Adhere to performance metrics and schedule accountability
- Average handle time (35mins), 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
- Metric/KPI driven environment
EXPECTATIONS:
- Upon completing training, contractors will then begin to work 1 of 3 allocated shifts (Morning, Midday, Evening) in a hybrid model, 1 week in office & 1 week WFH
- 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
- Required to work 1 weekend day after training is completed (Saturday or Sunday) and 1 weekday off
Coaching:
- Team members can expect coaching daily
- Focus on action plans and meeting goals
- Includes listening to recorded calls
- Listen to live calls
- Will receive a lot of feedback
Job Types:
Full-time, Contract
Pay:
$ $18.00 per hour
Experience level:
- 2 years
Shift:
- Day shift
- Morning shift
Weekly day range:
- Weekends as needed
Work setting:
- Inperson
Work Location:
In person
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