Job Title: Customer Service Representative

Duration: 6 month - Contract to Hire

Location: 2150 W Pinnacle Peak Rd | Phoenix, AZ 85027

Training: M-F 8:30am-5pm

• 12 weeks of training (cannot miss any time)
• On-site for the duration of training
• Business casual dress code

JOB RESPONSIBILITIES:

• Assist customers with their credit card profiles & card related issues
• Payments, lost/stolen cards, disputes, fraud, transaction review, balance transfers
• Operate in an inbound call center environment supporting an average of 75-100 calls daily
• Adhere to performance metrics and schedule accountability
• Average handle time (3-5mins), customer feedback through NPS surveys, Quality of service, attendance, etc.
• Escalate complex scenarios to 2nd tier level of support
• Provide quality customer service through resolution while following correct procedures

MUST HAVE skillsets:

• 6 months of excellent customer service exp.
• Strong communication skills
• Active Listening skills
• Patience
• Ability to take ownership of customer concerns and acknowledge each issue through resolution
• Basic Microsoft Office exp./email correspondence exp.
• Metric/KPI driven environment

EXPECTATIONS:

• Upon completing training, contractors will then begin to work 1 of 3 allocated shifts (Morning, Midday, Evening) in a hybrid model, 1 week in office & 1 week WFH

• Each contractor will need to work this shift for a total of 90 days before potential conversion, and/or submitting a request for an alternate shift option

• Required to work 1 weekend day after training is completed (Saturday or Sunday) and 1 weekday off

Coaching:

• Team members can expect coaching daily

• Focus on action plans and meeting goals

• Includes listening to recorded calls

• Listen to live calls

• Will receive a lot of feedback

Attendance:

• Attendance is super important and will be measured and monitored for performance

• Occurrences

o 3rd day missed-informal warning

o 4th day missed-formal warning

o 5th day missed-termination

Job Types: Full-time, Contract

Pay: $17.00 - $18.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Ability to Commute:

• Phoenix, AZ (Preferred)

Ability to Relocate:

• Phoenix, AZ: Relocate before starting work (Preferred)

Work Location: In person