Call Center Representative I

Priority-One-Credit-Union; South Pasadena (CA); On-site; USD 34,000 - 48,000; Full time

Job summary

Priority-One-Credit-Union is seeking a Call Center Representative to provide prompt and courteous customer service. You will handle inquiries about accounts, orders, payments, products, and services, and cross-sell offerings where appropriate.

Responsibilities include researching and resolving discrepancies, maintaining reports, and supporting the Digital channels. The role emphasizes teamwork with the Operations Team and maintaining the company’s professional reputation.

Qualifications

• High School diploma or equivalent
• At least 1 year of customer service in a call center environment
• Basic computer skills including Word and Excel
• Strong communication and public relations skills
• Ability to work under pressure

Responsibilities

• Handle a variety of customer service calls in a prompt and courteous manner.
• Resolve questions and problems regarding accounts, orders, payments, products, and services.
• Cross-sell products and services and support all functions within the Call Center.
• Maintain reports, records, and files; handle messages through digital channels.
• Collaborate with Operations Team and management as needed.

Skills

Excellent communication

Public relations

Ability to work under pressure

Microsoft Word

Excel

Solid math skills

Bookkeeping abilities

Education

High School graduate or equivalent

Tools

Microsoft Word

Excel

Job description

POSITION PURPOSE

Responsible for handling a variety of customer service calls in a prompt and courteous manner. Resolves customer questions and problems regarding accounts, orders, payments, products, and services. Completes and maintains related reports, records, and files. Handles, incoming messages through Digital channels. Supports the Operations Team when needed. Cross-sells products and services and supports all functions within the Call Center.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the effective and professional completion of Call Center Representative functions.
   1. Receives customer telephone questions and complaints in a professional manner.
   2. Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Call Center Lead or Supervisor.
   3. Provides general information to customers on Company policies, procedures, and programs.
   4. Provides basic information to customers on accounts, orders, payments, products, and services.
   5. Performs basic maintenance functions on accounts.
   6. Handle customer messages on web and chat as needed.
   7. Maintain a good knowledge of products and services and cross sells products.
   8. Maintains and projects the Company's professional reputation.
2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
   1. Keeps supervisor informed of area activities and significant problems.
   2. Completes required reports and records accurately and promptly.
   3. Attends and participates in meetings as required.
3. Assumes responsibility for related duties as required or assigned.
   1. Assists other departments as necessary.
   2. Performs related clerical duties as needed.
   3. Keeps work area clean, secure, and well maintained.
   4. Actively and professionally cross-sells products and services.

QUALIFICATIONS

• Education: High School graduate or equivalent
• Required Knowledge: General knowledge of company policies and procedures
• Basic understanding of company products and services
• Experience Required: At least 1 year of customer service in a call center environment
• Skills & Abilities: Excellent communication and public relations skills
• Ability to work well under pressure
• Ability to use basic computer and related software applications including Microsoft Word and Excel
• Solid math skills and bookkeeping abilities