What are the responsibilities and job description for the Customer Support Representative position at Synchrony?
JOB_POSTING-3-75986-5
Job Description
Role Summary/Purpose:
Role
We are seeking to add a Customer Support Representative to our Support Team to serve as the frontline in our commitment to outstanding customer service. In this pivotal role, you will address both technical and non-technical inquiries, guiding customers through our platform with ease and efficiency. This position is essential to maintaining the high standards of service that define Versatile, offering a unique opportunity to directly impact our customers' experience. Some of the key areas of impact this role will drive are as follows:
The hourly rate range for this position is $23.50 - $31.50/hr USD Annual and is eligible for an annual bonus based on individual and company performance.
Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.
Eligibility Requirements
Our Commitment
When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.
This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all.
Reasonable Accommodation Notice
Customer Service Operations
Job Description
Role Summary/Purpose:
Role
We are seeking to add a Customer Support Representative to our Support Team to serve as the frontline in our commitment to outstanding customer service. In this pivotal role, you will address both technical and non-technical inquiries, guiding customers through our platform with ease and efficiency. This position is essential to maintaining the high standards of service that define Versatile, offering a unique opportunity to directly impact our customers' experience. Some of the key areas of impact this role will drive are as follows:
- Resolve Technical Issues: Quickly troubleshoot and solve platform-related problems, ensuring a seamless user experience.
- Boost Satisfaction & Loyalty: Enhance customer satisfaction and loyalty by effectively addressing their needs with empathy and expertise.
- Strengthen Versatile's Reputation: Your proficient support reinforces our standing as a reliable and user-friendly lending technology leader.
- Inform Platform Improvements: Provide critical feedback from customer interactions to help refine and advance our technology.
- Receive and respond to all communications within mandated service level
- Diagnose and resolve all identified Tier 1 troubleshooting opportunities with >85% First Call Resolution.
- Gather and document all identified information within the ticket, which may include:
- Contact Name and Number
- Name of retailer
- Key(s) of impacted device(s) experiencing issue
- Location(s) of impacted device(s)
- Detailed description of the issue (When did the issue begin? If occurred during application process; name of applicant, section of application where issue occurred, & time submitted, etc)
- Screenshots if available/relevant
- Determine if the inquiry is related to Versatile or an external party. If the inquiry is related to an external party, assist with routing to the necessary retailer/lender.
- For issues that are determined to be outside the scope of Tier 1 support, escalate all inquiries to the appropriate contact, primarily Tier 2 support.
- Bachelor’s Degree with 1 years experience in a technical Customer Support position; or in lieu of degree, a high school diploma or GED with a minimum of 2 years of experience in a Customer Support role.
- Familiarity with various Customer Support and CRM Tools preferred (such as Zendesk, Jira, Confluence, and/or Salesforce)
- Excellent communication and presentation skills
- Customer orientation and ability to adapt and respond to different types of characters
- 1 years experience in a technical Customer Support position
- Technical Customer Support of a software or product preferred.
- Zendesk CRM is preferred.
- Customer-Centric: You possess a strong desire to help others, with an ability to adapt to various personalities and maintain patience and professionalism.
- Multitasker: You're able to juggle multiple tasks simultaneously, prioritizing effectively to ensure all customer inquiries are handled promptly.
- Technical Curiosity - While you may not be able to address every technical customer issue that comes in, you have the desire to learn more about the issues and an aspiration to grow your skill set.
- Team Player: You thrive in collaborative environments, ready to share knowledge and work together to achieve common goals.
The hourly rate range for this position is $23.50 - $31.50/hr USD Annual and is eligible for an annual bonus based on individual and company performance.
Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.
Eligibility Requirements
- You must be 18 years or older
- You must have a high school diploma or equivalent
- You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
- New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).
Our Commitment
When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.
This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all.
Reasonable Accommodation Notice
- Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
- If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time
Customer Service Operations
Salary : $24 - $32
