Job Summary

Firstrade Securities Inc. is a leading online brokerage firm located in Queens, NY. We are seeking a self-motivated Client Support Associate to join our Customer Service Department.

The Client Support Associate is responsible for assisting customers for Firstrade investment service. The role requires identifying customers’ needs, resolving questions and complaints which may require research and investigation to reach resolution through the email, phone system and live chat channels. And also is expected to provide exceptional customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved in written format.

Responsibilities and Duties

• Daily interaction with customers by responding to inbound email and phone calls regarding investment information and services as needed.
• Provides exceptional customer service by meeting all customer demands as they relate to relatively straightforward inquiries, with the support of more experienced personnel
• Assesses customer information and provides appropriate product and service solutions
• Maintains strong product knowledge
• Able to take ownership of customer issues and resolves problems independently, escalate difficult issues to supervisors when appropriate
• Performs a broad range of tasks of varying complexity and scope to meet the demands of business needs

Qualifications and Skills

• Proficient in Chinese (Writing, Reading and Typing)
• Be able to read and type in English
• Ability to read attentively and to use information provided by customers to tailor responses and actions to meet the customers' specific needs
• Ability to manage and de-escalate difficult and complicated problems
• Ability to work in a fast-paced environment and follow-up multiple tasks/details with accuracy and timeliness
• Associate degree preferred
• Ideal candidate has previous chat and/or email customer service experience preferred

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Overtime

Application Question(s):

• Are you authorized to work in USA?
• Do you need a sponsorship in future?
• This job requires you to attend a 2-week in-person training. Are you okay with traveling to Queens, NY, 11354?

Education:

• Associate (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Language:

• English (Preferred)
• Chinese (Preferred)

Location:

• Flushing, NY (Required)

Shift availability:

• Night Shift (Required)

Work Location: Remote