Call Center Representative - South Pasadena, United States - PRIORITY ONE CREDIT UNION

Description

POSITION PURPOSE
Responsible for handling a variety of customer service calls in a prompt and courteous manner. Resolves customer questions and problems regarding accounts, orders, payments, products, and services. Completes and maintains related reports, records, and files. Handles, incoming messages through Digital channels. Supports the Operations Team when needed. Cross-sells products and services and supports all functions within the Call Center.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Assumes responsibility for the effective and professional completion of Call

Center Representative functions.

a. Receives customer telephone questions and complaints in a professional
manner.

b. Completes research and resolves documentation errors or discrepancies.
Forwards more complex problems to Call Center Lead or Supervisor.

c. Provides general information to customers on Company policies,
procedures, and programs.

d. Provides basic information to customers on accounts, orders, payments,
products, and services.

e. Performs basic maintenance functions on accounts.

f. Handle customer messages on web and chat as needed.

g. Maintain a good knowledge of products and services and cross sells
products.

h. Maintains and projects the Company's professional reputation.

• Assumes responsibility for establishing and maintaining effective coordination

and working relationships with area personnel and with management.

a. Keeps supervisor informed of area activities and significant problems.

b. Completes required reports and records accurately and promptly.
c. Attends and participates in meetings as required.

• Assumes responsibility for related duties as required or assigned.

a. Assists other departments as necessary.

b. Performs related clerical duties as needed.

c. Keeps work area clean, secure, and well maintained.

d. Actively and professionally cross-sells products and services.


QUALIFICATIONS

EDUCATION/CERTIFICATION:
High school graduate or equivalent.


REQUIRED KNOWLEDGE:
General knowledge of Company policies and
procedures.
Basic understanding of Company products and
services.


EXPERIENCE REQUIRED:
At least 1 year of experience in customer service.


SKILLS/ABILITIES:
Excellent communication and public relations
skills.
Ability to work well under pressure.
Ability to use a personal computer and related
Excel.
Solid math skills and bookkeeping abilities.