Customer Service Representative
Russell Tobin, Blue Ash, OH, United States
Job Description
Onsite in Blue Ash, OH (no remote work available)
Schedule: Mon-Fri 8:30am-5:00pm EST
Contract length: 4 months (chances for extension/conversion)
Pay $19.00 - $20.00/hour
Job Summary:
As a Customer Service Rep, you will support inbound customer inquiries and resolve customer issues by delivering world-class customer service. In Customer Support, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.
Job Description:
Ensuring that all customer escalations and complaints are managed to excellent professional standards and within our terms and policies.
Receiving inbound contacts calls and completing outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met.
Demonstrating sound negotiation, problem-solving, and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escalate to a higher authority.
Advocating as the voice of the customer to us. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues.
Capturing all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
Following escalation and complaint procedures to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.
What We Are Looking For:
You can demonstrate ownership of customer issues and work proactively with our business units, partners, and vendors to manage issues through to a complete resolution in a timely manner. You can understand the big picture and identify the underlying drivers causing complaints by capturing, reporting, and analyzing systematic issues and recommending solutions to improve processes and products.
Requirements:
High school diploma or equivalent
Minimum 2 years of customer service and/or contact center experience
Experience in de-escalating situations with dissatisfied customers, with an ability to be patient and empathic
Proficiency in MS Outlook, Word, PowerPoint and Excel skills
Preferred Requirements:
Bachelor's degree
Experience with financial products/technology
Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.
Benefits Information:
Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), 401(k) retirement savings, life & disability insurance, an employee assistance program, legal support, auto and home insurance, pet insurance, and employee discounts with preferred vendors.
Applicant Privacy Disclosure
We collect personal information from applicants during the recruiting, pre-offer, and offer process.
During the recruiting, pre-offer process and offer process, we may collect the following categories of personal information:
Identifiers , such as name, address, and email address.
Professional and Employment-Related Information , such as resume, work history, education, and qualifications.
Information Voluntarily Provided by You
in connection with the recruiting and pre-offer process. Sensitive Personal Information , where legally permitted and necessary, such as Social Security number and date of birth. Personal information is collected and used for the following business purposes: evaluating qualifications and eligibility for employment; communication regarding the recruitment and application process; verifying eligibility for employment; and complying with applicable legal, regulatory, and contractual obligations. Personal information is collected and used only as necessary, and we are committed to data minimization, privacy, and providing equal employment opportunities. We are an international organization, and personal information may be accessed or processed by authorized personnel or service providers located outside the United States, subject to appropriate safeguards. We restrict use and access to personal information to authorized personnel and service providers with confidentiality and data security obligations. We maintain administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, use, or disclosure. For information about our privacy practices, please review our Privacy Policy at: https://prideglobal.com/privacy-policy If you do not consent to the collection of such personal information, please advise us immediately in writing at datasecurity@prideglobal.com Equal Employment Opportunity Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. Fair Chance Employment Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances. Accommodations We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us. Only applicable for San Francisco Candidates :
Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.
in connection with the recruiting and pre-offer process. Sensitive Personal Information , where legally permitted and necessary, such as Social Security number and date of birth. Personal information is collected and used for the following business purposes: evaluating qualifications and eligibility for employment; communication regarding the recruitment and application process; verifying eligibility for employment; and complying with applicable legal, regulatory, and contractual obligations. Personal information is collected and used only as necessary, and we are committed to data minimization, privacy, and providing equal employment opportunities. We are an international organization, and personal information may be accessed or processed by authorized personnel or service providers located outside the United States, subject to appropriate safeguards. We restrict use and access to personal information to authorized personnel and service providers with confidentiality and data security obligations. We maintain administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, use, or disclosure. For information about our privacy practices, please review our Privacy Policy at: https://prideglobal.com/privacy-policy If you do not consent to the collection of such personal information, please advise us immediately in writing at datasecurity@prideglobal.com Equal Employment Opportunity Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. Fair Chance Employment Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances. Accommodations We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us. Only applicable for San Francisco Candidates :
Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.