Customer Service Specialist I

The expectations of this role are to respond to customer service inquiries to troubleshoot problems, provide requested information, and handle complaints regarding the organization's products or services. 

Essential duties and responsibilities include the following. Other duties may be assigned.

• Handles incoming calls regarding customer account questions and performs callbacks on accounts as required.
• Processes routine over the phone payments for customers.  
• Advises customers on available resources, including, but not limited to, use of online portal, IVR, or other methods.
• Proficiently relay information to customers relating to interest, statements, and other account questions.
• Recognizes delinquent, or potentially delinquent, accounts and directs calls to the proper areas for assistance. Utilize company resources to achieve one-call resolutions
• Assists with other department administrative tasks that may include working reports, emails, and/or in office tasks.
• Supports new hire training efforts by training and shadowing with employees, providing reports on progress to Management.
• Other duties as assigned by management.

Must be able to come to work promptly and regularly. Must be able to take direction and work well with others. Must be able to work under the stress of deadlines. Must be able to concentrate and perform accurately. Must be able to react to change productively.

• Associate's degree in business, finance, communication, marketing or related field OR relevant applicable experience.
• Strong computer skills including Word, Excel, Internet, email.
• Professional phone presence and excellent verbal and written communication skills.
• Strong persuasion and negotiation skills.
• Able to handle stressful conversations with tact and diplomacy to yield the desired results.
• Strong typing skills.
• Strong attention to detail.
• Two evening shifts per week, 12pm-9pm CST and 10am-7pm CST and one Saturday shift every 5 weeks.