Job Details

ID #52505793
Estado Pennsylvania
Ciudad Erie
Full-time
Salario USD TBD TBD
Fuente NORTHWEST BANK
Showed 2024-09-13
Fecha 2024-09-14
Fecha tope 2024-11-12
Categoría Etcétera
Crear un currículum vítae
Aplica ya

Contact Center Specialist I

Pennsylvania, Erie, 16501 Erie USA
Aplica ya

Reference #: 918a4507-a378-4029-ac05-442e4d5af79c

DescriptionOur Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.

Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis.

Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.

ESSENTIAL FUNCTIONS:

Meet productivity standards and complete work in a timely manner

Ensure compliance with scheduling requirements and attendance standards

Maintain client and Northwest confidentiality

Meet service level standards

Achieve Contact Center performance standards

Serve as a Contact Center orientation trainer

Identify and resolve customer problems in an efficient manner

Gather and analyze information skillfully and develop alternative solutions

Manage difficult or emotional customer situations

Respond promptly to customer needs

Respond to requests and meet commitments

Speak clearly and persuasively in positive or negative situations

Educate clients on the benefits of Northwest products and services

Approach others in a tactful manner and reacting well under pressure

Demonstrate accuracy and thoroughness

Look for ways to improve and promote quality

Demonstrate excellent listening and interpretative skills

Demonstrate the ability to establish collaborative customer relationships in a fast paced environment

Aim to resolve customer inquiries utilizing a First Call Resolution approach

Appropriate use of established call policies and procedures and scripts

Provide support of Northwest technical products and services

Ability to troubleshoot online access issues

Make all outbound calls as delivered and instructed in an efficient manner

Document results as instructed

Ensure compliance with Northwest's policies and procedures, and Federal/State regulations

Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency

Work as part of a team

Work with on-site equipment

KNOWLEDGE, SKILLS, AND ABILITIES:

Ability to establish effective working relationships among team members and participate in solving problems and making decisions

Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written

Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information

Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information

Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas

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

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

High School Diploma or Equivalent preferred

Associate Degree in Related Subject preferred

Work Experience:

Customer Service Experience preferred

Good Technological Background preferred

#LI-RM1Th contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees 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 the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesQualified candidates may apply by clicking, "Apply Now". Next, submit your resume. You may complete a cover letter on the following screen. You must contact the employer via one of the methods listed on the screen after clicking "Apply for this job". Please be sure to identify PA CareerLink as your referral source.

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