Contact Center Advocate: Rapid Resolution & Coaching

Citizens Bank

Johnston (RI)

Hybrid

USD 40.000 - 52.000

Vollzeit

Vor 7 Tagen

Sei unter den ersten Bewerbenden

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Zusammenfassung

Citizens Bank is seeking a Contact Center Advocate to deliver personalized customer service and resolve complex inquiries across inbound calls and chats. You will mentor front-line staff, support multiple product areas, and contribute to process improvements to enhance the customer experience.

The role offers a hybrid work model with 40 hours per week and start date in the near term. Training will be provided to build product knowledge and problem-solving skills within a collaborative team

Qualifikationen

High School or equivalent required; Associates degree preferred or 2-3 years of experience in lieu of degree.
2–3 years related experience in customer service/sales."
World class customer service skills; expert in problem resolution; knowledge of Citizens products and services.

Aufgaben

Provide personalized customer service with a focus on retention.
Develop and maintain problem resolution processes for quality responses.
Resolve escalated issues and coach front-line colleagues.
Collaborate with management to resolve complex customer issues.
Participate in training to become a subject matter expert on customer issues.

Kenntnisse

Customer service

Problem solving

Interpersonal communications

Coaching others

Time management

Ausbildung

High School or equivalent

Associates degree preferred

2-3 years experience in lieu of degree

Tools

Microsoft Office

Jobbeschreibung