The Customer Service Representative is responsible for all aspects of customer service in a call center environment including but not limited to handling high volumes of incoming customer calls, billing inquiries, setting up customer payments and addressing all account related questions.
Provide account level information to customers including but not limited to account balances, payment histories, payment setup and payoff requests
Field phone calls, emails, and chat requests
Handle incoming correspondence including calls, emails, and chats in an efficient manner in order to meet performance standards
Research account discrepancies including payment research
Stay informed of any changes to policies and procedures
Provide timely resolution of customer complaints, concerns, and inquiries
Demonstrate the 3 Ps of customer service: Professionalism, Patience and have a “People-First” Attitude
Demonstrate a willingness to work flexible schedules, weekends, and holidays as necessary in order to meet business needs
High school diploma or equivalent.
Associate or Bachelor’s degree in related or comparable field preferred. An equivalent combination of education and experience may be considered
A minimum of 2 years’ experience in Customer Service
KNOWLEDGE AND SKILLS
Knowledge and experience in a call center environment
Knowledge of the credit and financial industry
Excellent customer service focus
Excellent verbal and written communication skills
Excellent interpersonal, negotiation, and conflict resolution skills
Ability to prioritize tasks
Ability to act with integrity, professionalism, and confidentiality
Strong communication skills- both written and verbal
Superior time management and organizational skills
Ability to work independently and within a team
Proficient with Microsoft Office Suite or related software
APPLY TO WORK AT WATERCRESS FINANCIAL
What does the hiring process look like after submitting a resume?
If you see a position that you feel aligns with your skillset, apply! Our HR team will review your resume and determine if your background is what we are looking for. Talented candidates will be contacted to do a phone screen.
Candidates that are selected will be asked to do an in-person or virtual interview with the hiring manager. A second interview with additional managers or members of the executive team may be necessary depending on the position.
The hiring manager will then select a candidate to receive an offer for the position!
Once an offer letter has been signed, all positions will be asked to complete a background and credit check to be completed prior to hire.
It’s time to start your new position at Watercress!