Contact Center Specialist I - Erie, PA
$31,200–$31,200 year
On-siteErie, Pennsylvania, United States
Job Summary
Provide quality and efficient customer service to clients while utilizing multiple customer databases and offering technical assistance as required. Meet productivity standards, maintain client and Northwest confidentiality, and achieve monthly call quality and service level performance targets. Educate clients on product and service benefits, resolve inquiries using a First Call Resolution approach, and troubleshoot online access issues. Respond promptly to customer needs, manage difficult situations, and document results as instructed. Work Monday through Friday 8:00 AM - 8:00 PM with Saturday hours 9:00 AM - 1:00 PM on a rotating basis, including evening shifts eligible for a differential.
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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