Contact Center Specialist I - Buffalo, NY
$34,320–$38,480 year
On-siteBuffalo, New York, United States
Job Summary
Meet productivity standards and complete work in a timely manner while ensuring compliance with scheduling, attendance, and Federal/State regulations. Resolve customer inquiries utilizing a First Call Resolution approach, managing difficult situations and educating clients on Northwest products and services. Troubleshoot online access issues, make outbound calls as instructed, and document results accurately using Microsoft Office and department-specific software. Achieve monthly call quality and service level performance standards by establishing collaborative customer relationships and promoting quality through continuous improvement.
Required Qualifications
- High School Diploma or Equivalent
- Associate Degree in Related Subject
Desired Qualifications
- Customer Service Experience
- Good Technological Background
- Knowledge of Northwest products and services
- Knowledge of computer, mobile app and bill pay systems
- Knowledge and proficiency of debit and credit card systems
- Knowledge of Northwest's automated system
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