Csr - Customer Service Representative - Phoenix, United States - TalentBridge

TalentBridge
TalentBridge
Verified Company
Phoenix, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Job Title:
Customer Service Representative

Duration: 6 month - Contract to Hire

Location:
Phoenix, AZ 85027

Training:
M-F 8:30am-5pm (Weekends required after the training)
-
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

Expected hours: 40 per week


Experience level:

  • 2 years

Shift:

  • Day shift
  • Morning shift

Weekly day range:

  • Monday to Friday
  • Weekends as needed

Work setting:

  • Inperson

Ability to Commute:

  • Phoenix, AZ (required)

Ability to Relocate:

  • Phoenix, AZ: Relocate before starting work (required)

Work Location:
In person
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