Customer Service Representative
Russell Tobin, Cincinnati, OH, United States
As a Customer Service Representative, you will support inbound customer inquiries and resolve issues by delivering world-class customer service. The team seeks individuals who are passionate about providing exceptional customer experiences, committed to their work, and motivated to make a positive impact while solving complex customer concerns.
Key Responsibilities
Manage customer escalations and complaints in accordance with company policies and professional standards.
Handle inbound calls and complete outbound follow-ups (callbacks, responses, etc.) to maintain service levels and queue performance.
Demonstrate strong negotiation, problem-solving, and conflict resolution skills while resolving issues within assigned authority; escale when necessary.
Act as the voice of the customer by proactively identifying root causes of escalations and recommending improvements.
Share insights with team members to reduce repeat issues and improve service quality.
Accurately capture and maintain customer contact information within internal systems.
Follow established escalation and complaint procedures to ensure proper tracking and communication.
Utilize internal tools to provide accurate information and identify knowledge gaps or outdated procedures.
Ideal Candidate Profile You demonstrate ownership of customer issues and work proactively with internal business units, partners, and vendors to drive timely resolution. You can identify underlying causes of complaints, analyze trends, and recommend process improvements to enhance products and customer experience.
Qualifications Required:
High school diploma or equivalent
Minimum 2 years of customer service and/or contact center experience
Experience de-escalating dissatisfied customers with patience and empathy
Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel
Preferred:
Experience with financial products or technology
Proven ability to work collaboratively in a fast-paced, customer-focused environment
#J-18808-Ljbffr
Key Responsibilities
Manage customer escalations and complaints in accordance with company policies and professional standards.
Handle inbound calls and complete outbound follow-ups (callbacks, responses, etc.) to maintain service levels and queue performance.
Demonstrate strong negotiation, problem-solving, and conflict resolution skills while resolving issues within assigned authority; escale when necessary.
Act as the voice of the customer by proactively identifying root causes of escalations and recommending improvements.
Share insights with team members to reduce repeat issues and improve service quality.
Accurately capture and maintain customer contact information within internal systems.
Follow established escalation and complaint procedures to ensure proper tracking and communication.
Utilize internal tools to provide accurate information and identify knowledge gaps or outdated procedures.
Ideal Candidate Profile You demonstrate ownership of customer issues and work proactively with internal business units, partners, and vendors to drive timely resolution. You can identify underlying causes of complaints, analyze trends, and recommend process improvements to enhance products and customer experience.
Qualifications Required:
High school diploma or equivalent
Minimum 2 years of customer service and/or contact center experience
Experience de-escalating dissatisfied customers with patience and empathy
Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel
Preferred:
Experience with financial products or technology
Proven ability to work collaboratively in a fast-paced, customer-focused environment
#J-18808-Ljbffr