Call Center Representative I

Priority One Credit Union; South Pasadena (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

Priority One Credit Union is seeking an experienced Call Center Representative to handle a variety of customer service calls and digital messages in a prompt, courteous manner. The role involves resolving questions about accounts, orders, payments, and services, and cross-selling products as needed.

You will support the Operations Team and contribute to maintaining the Company’s professional reputation while ensuring accurate reports and timely communication with supervisors.

Qualifications

• High School diploma or equivalent.
• General knowledge of company policies and procedures.
• Basic understanding of company products and services.
• At least 1 year of customer service in a call center environment.
• 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.

Responsibilities

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

Skills

Communication skills

Public relations

Cross-selling

Microsoft Word

Excel

Education

High School Diploma

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