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Customer Service - Inbound Call Cen - Grand Rapids Michigan
Location: Grand Rapids, Michigan
Posted On: 04/26/2024
This is a 2nd Shift position that requires 1 day on the weekend
11:00 AM - 8:00 PM
12:30 PM - 9:00 PM
3:30 PM - 12:00 AM
GENERAL FUNCTION: Handles some complex customer telephone calls providing outstanding customer service. By using job knowledge and the information available, makes every effort to answer the customer''s question/solve the problem. Educates the customer about Bank products and services, and up sells and cross-sells other products based on the customer''s needs.
ESSENTIAL DUTIES & RESPONSIBILITIES:
* Handles customer calls in a professional, courteous manner.
* Provides accurate information to the customer. Explains products and policies so the customer can understand.
* Handles some complex in areas of expertise. May handle escalated calls from less experienced Customer Service Professionals
* Takes every step possible to answer the customer''s question or solve the problem during the call, without transferring the customer to another employee or department. When follow-up is required, doing so within the timeframe committed to the customer.
* Follows departmental policies and procedures, particularly in regards to customer confidentiality
* Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in assisting customers.
* Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
* Educates the customer about Bank products and services and up sells and cross-sells other products based on the customer''s needs.
* Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction
* Continually learning and developing knowledge of Bank products and services.
* Perform any other duties assigned
SUPERVISORY RESPONSIBILITIES: None More...
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