Contact Center Representative (Incl. Selling) makes and receives calls primarily focused on selling and promoting products or services. Responds to customer inquiries using standard scripts, dialogues, or talking points. Being a Contact Center Representative (Incl. Selling) processes routine requests for information or services and transfers complex requests to support teams. Obtains new orders and closes pending sales for products or services. Additionally, Contact Center Representative (Incl. Selling) identifies opportunities to upsell additional products and tracks prospect interactions in the system. Requires a high school diploma or equivalent. Typically reports to a supervisor. The Contact Center Representative (Incl. Selling) works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
Basic Purpose of Position:
To provide both internal and external assistance and excellent service to customers and employees through a Call Center Environment.
Duties of Position:
Meets the needs of customers and employees by asking questions and providing solutions to immediate requests of incoming calls. Position a mix of technical and excellent customer service skills. Must be able to communicate effectively to ensure understanding of a problem and explanation of solution. Maintain a friendly, patient, and positive attitude when assisting customers and employees.
Provides technical assistance and support for incoming calls that relate to computer systems, software, and hardware to other bank employees. Perform remote troubleshooting and determine the best solution based on the issue and details provided by the customers and employees.
Update internal training documentation as needed.
Assist customers with Online Banking, Debit Cards, and other account related questions.
Other duties may be assigned by Call Center Manager.
Education/Experience/Skills:
Experience in Direct Customer Service. Previous Banking and experience with a knowledge of banking systems preferred.
EOE, including disability/vets
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