Call Center Representative - Riverside - A-Line Staffing Solutions

    A-Line Staffing Solutions
    A-Line Staffing Solutions Riverside

    1 week ago

    Description

    NOW HIRING A-Line is seeking a dedicated and enthusiastic Contact Center Specialist to join our team. As the first point of contact for our customers, you will provide top-notch service by answering inquiries, addressing issues, and ensuring customers have a positive experience with our company. You will play a key role in ensuring customer satisfaction through active listening, problem-solving, and delivering solutions in a timely and professional manner.

    Job Title: Contact Center Specialist

    Find out more about this role by reading the information below, then apply to be considered.
    Pay: $21.50 per hour
    Location: East Providence or Johnston, RI
    Shifts Available (After 4 Weeks of Training):

    • Monday-Friday 9:00 AM - 5:30 PM
    • Monday-Friday 9:30 AM - 6:00 PM
    • Monday-Friday 10:30 AM - 7:00 PM
    • Monday-Friday 10:00 AM - 6:30 PM

    Key Responsibilities:

    Customer Service:

    • Receiving Customer Calls : Answer incoming calls, greet customers warmly, and maintain an upbeat and helpful demeanor to create a positive first impression.
    • Verifying Customer Identity : Ensure confidentiality and legal compliance by requesting and verifying personal information against system data.
    • Active Listening : Give customers the space to fully explain their issues, ask clarifying questions, and show empathy, especially when interacting with upset customers.
    • Adapting Communication : Modify speech rate, tone, and content to ensure customer understanding and comfort.
    • Explaining Policies & Products : Assist with customer questions, explain product features, provide online banking assistance, and clarify general bank services.
    • Researching Customer Issues : Investigate transaction history and customer relationships to identify the source of issues and resolve concerns.
    • Providing Solutions : Offer appropriate solutions, provide options to the customer, and encourage acceptance to ensure satisfaction.
    • Problem-Solving : Assist customers with tasks like activating/reissuing cards, ordering checks, updating information, executing stop payments, and processing overdraft protection applications.

    Operations:

    • Documenting Customer Interactions : Record call details, update customer profiles, track customer satisfaction, set follow-up reminders, and input notes for future reference.
    • Referring to Specialists : Recognize when a specialist (e.g., fraud department, supervisor) is needed to resolve customer issues efficiently.
    • Operating Technology : Use phone and computer systems to retrieve information, manage emails/calendars in Outlook, reset customer passwords, and handle data across banking platforms.
    • Multitasking : Effectively manage multiple tasks such as conversing with customers, resolving issues, and identifying sales opportunities simultaneously. xhuatnn
    • Learning & Compliance : Stay up-to-date with product/service updates, policies, and compliance requirements through ongoing training to ensure adherence to regulations and accuracy in customer interactions.

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