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Customer Service - Inbound Call Cen

Location: Grand Rapids
Posted on: June 8, 2018

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

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