Customer Service - Inbound Call Cen

Location: Grand Rapids
Posted on: November 19, 2020

Job Description:

This is a 2nd Shift position that requires 1 day on the weekend

11:00 AM - 8:00 PM

12:30 PM - 9:00 PM

3:30 PM - 12:00 AM

GENERAL FUNCTION: Handles some complex customer telephone calls providing outstanding customer service. By using job knowledge and the information available, makes every effort to answer the customer''s question/solve the problem. Educates the customer about Bank products and services, and up sells and cross-sells other products based on the customer''s needs.

ESSENTIAL DUTIES & RESPONSIBILITIES:

* Handles customer calls in a professional, courteous manner.

* Provides accurate information to the customer. Explains products and policies so the customer can understand.

* Handles some complex in areas of expertise. May handle escalated calls from less experienced Customer Service Professionals

* Takes every step possible to answer the customer''s question or solve the problem during the call, without transferring the customer to another employee or department. When follow-up is required, doing so within the timeframe committed to the customer.

* Follows departmental policies and procedures, particularly in regards to customer confidentiality

* Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.

* Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.

* Educates the customer about Bank products and services and up sells and cross-sells other products based on the customer''s needs.

* Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction

* Continually learning and developing knowledge of Bank products and services.

* Perform any other duties assigned

SUPERVISORY RESPONSIBILITIES: None

Keywords: , Grand Rapids , Customer Service - Inbound Call Cen, PR / Public Relations , Grand Rapids, Michigan