Customer Care Specialist - Tech Support & Troubleshooting

Northwest Bank; Dock Junction (PA); On-site; USD 36,000 - 48,000; Full time

Job summary

Northwest Bank is seeking a Contact Center Specialist to deliver quality customer service and technical assistance. You will educate clients about Northwest products, navigate various systems, and work within a rotating schedule to meet service goals.

The role emphasizes problem solving, effective communication, and the ability to remain calm under pressure while supporting customers with online access issues and product information.

Qualifications

• Strong customer service skills and ability to educate clients on products and services.
• Excellent listening and interpretative skills in a fast paced environment.
• Ability to troubleshoot online access issues and use multiple databases.

Responsibilities

• Meet productivity standards and complete work in a timely manner.
• Ensure compliance with scheduling requirements and attendance standards.
• Provide support of Northwest technical products and services.
• Handle inquiries with First Call Resolution where possible.
• Document results as instructed and maintain confidentiality.

Skills

Customer service

Active listening

Communication

Teamwork

Decision making

Problem solving

Education

High school diploma or equivalent

Associate degree preferred

Tools

Microsoft Office

Job description

Northwest Bank is seeking a Contact Center Specialist to deliver quality customer service and technical assistance. You will educate clients about Northwest products, navigate various systems, and work within a rotating schedule to meet service goals.

The role emphasizes problem solving, effective communication, and the ability to remain calm under pressure while supporting customers with online access issues and product information.