Contact Center Specialist IIThe Contact Center Specialist II is responsible for providing outstanding customer service to the organization's customers. This job answers inbound customer phone calls and works directly with customers to answer their questions. Under moderate supervision, this job strengthens existing customer relationships and assists with the prospecting of new business opportunities.Key Responsibilities and Duties
Provides outstanding customer service and supports improvements in operational execution to ensure service levels are achieved and exceeded.
Responds to a high volume of low complexity general inquiries (e.g., general product and pricing information, billing issues, etc.).
Provides responses to customer inquiries based on pre-determined scripts and other response guidance tools.
Escalates/redirects customers to applicable in-house resources as necessary.
Documents customer feedback and complaints.
Maximizes cross-sales opportunities through customer profiling techniques.
Identifies and promotes the organization's products to potential and existing customers.
Educational Requirements
High School Preferred
Work Experience
No Experience Required
Physical Requirements
Physical Requirements: Sedentary Work
Career Level2ICAdditional InformationThis role will be on the contact center team that supports our Vendor Equipment Finance business.This is a hybrid position with assigned working hours of 10:00am - 7:00pm EST. Our hybrid work is a minimum of four days a week, one flexible day for remote work.Preferred Qualifications
2+ years of experience working in a call center environment.
2+ years of customer service experience
Strong written and verbal communication skills
Working hours: 10:00am - 7:00pm EST
Posting End Date: 6/2/24#LI-AF1#LI-HybridCompany SummaryEverBank provides nationwide banking services to consumer and commercial clients through a variety of channels, including online and mobile applications, as well as its Florida-based financial centers.VEVRAA Federal ContractorBenefits SummaryEverBank is committed to the well-being of its associates. That's why we offer a comprehensive Total Rewards package commensurate with the position and job-related qualifications, skills and knowledge. EverBank strives to pay wages competitive with those prevailing in our geographic areas and industry.EverBank's Total Rewards package includes superior benefits such as, health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being.EverBank prohibits pay discrimination on the basis of any protected characteristic.EverBank may require a background check as a condition of employment. Qualified applicants with arrest and/or conviction records will be considered in accordance with applicable federal, state, and local laws and regulations, including, but not limited to, any laws and regulations specifically pertaining to banks and federal contractors.EverBank seeks priority referrals of protected veterans for jobs at all locations within the state.Pay Range $18 to $25EEO StatementEverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status.Pay Transparency Non-Discrimination ProvisionWe will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information. If you believe that you have experienced discrimination, contact OFCCP at 1.800.397.6251. TTY 1.877.889.5627. www.dol.gov/ofccp (https://urldefense.com/v3/http:/www.dol.gov/ofccp;L8-7AA!WETVLfn333rqXNYi0-qITSUktDEWiFnQqvstF1J-gO8B03ANdCf4ucPkrvzeJpXk8bwyTvLqjEa8-JEpoxwcjXaB$) .Machine Readable FilesThe Transparency in Coverage Final Rules require certain group health plans to disclose on a public website information regarding in-network provider rates and historical out-of-network allowed amounts and billed charges for covered items and services in two separate machine-readable files (MRFs). The MRFs for the benefit package options under are linked below:Machine Readable Files (MRFs) - Aetna