Associate Customer Service Representative
On-siteWest Des Moines, Iowa, United States
Job Summary
Support customers via phone, text, chat, and video chat with empathy while resolving inquiries, problems, and errors across financial products and services. Adhere to work guidelines, policies, and regulations while navigating multiple computer systems to deliver a best-in-class customer experience. Receive direction from supervisors and escalate complex issues to senior employees as needed. Interact with team members and internal or external customers to address basic information and specific needs. Attend full duration of required training and work on-site at the posted location during standard business hours, with schedules based on business needs and potential holiday coverage.
Required Qualifications
- 6+ months of Customer Service, Financial Services or Contact Center support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Must be able to attend full duration of required training period
- Ability to work additional hours as needed
- Must work on-site at the location posted
- Must be able to effectively lead and coach others
- Strong attention to detail
- Order to Cash
- Procure to Pay
- Supply Chain
- Customers
- Suppliers
Desired Qualifications
- Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues
- Ability to execute in a fast paced, high demand, metric driven call center environment
- Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy
- Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
- Ability to meet or exceed business goals and objectives and navigate multiple computer systems, applications, and utilize search tools to find information
- Knowledge, understanding and experience of internet, mobile, and social media technology
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