Customer Service Rep II

Collabera; Johnston (IA); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Paid vacations

Medical, Dental, and Vision insurance

401K retirement savings plan

Job summary

A leading IT staffing company is looking for candidates for a customer service role to assist with inbound calls related to financial services products. Ideal candidates should have a Bachelor's degree in Business or equivalent experience, and previous call center experience is preferred but not mandatory. Candidates must be comfortable using online resources to answer inquiries. The role requires a strong communicator with proficiency in MS Office and offers training for adequate preparation.

Qualifications

• Ideal candidates will have direct call center experience within the financial services environment.
• Open to candidates with other types of customer service experience.
• Intermediate user of MS Office required.

Responsibilities

• Provide information to customers regarding products and services.
• Document customer interactions and product/service issues.
• Research, resolve, and respond to customer concerns.

Skills

Customer service experience

Communication skills

MS Office proficiency

Education

Bachelor’s degree in Business or equivalent experience

Job description

Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30+ offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.

Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence. Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.

Job Description

Duties: Provides information to customers regarding products and services. Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution. Researches, resolves, and responds to general and semi-complex customer concerns; escalates complex questions for resolution. Shares best practices with department team members in order to maintain required service levels. Tracks trends in customer and product concerns and informs/provides feedback to appropriate departments/units so that necessary action can be performed. Evaluates disputes between customer opinion and company actions, and explores alternative solutions that will result in satisfactory resolution.

Qualifications

Business casual environment and schedule will fall between 8AM-5PM, Monday-Friday. Training is for 2-3 weeks.

These individuals will be completing about 60-80 inbound calls per day from customers who have accounts with the client. Questions can be pertaining to due dates, confirmation of receipt of payment, questions on a statement, etc. There are a lot of online resources offered to customers, so individuals must be comfortable with referring to and using these resources to answer questions. These positions are to assist with the influx of calls with installment products. Assignment extensions are possible depending on business need.

Ideal candidates will have a Bachelor’s degree in Business or similar (or equivalent experience) and have direct call center experience within a financial services environment, but these are not an absolute requirement. Individuals with banking or financial services experience have been successful in this role. Open to seeing candidates with other types of customer service experience as well (coop or dealership, for example). Open to recent grads. Intermediate user of MS Office and have the ability to learn other systems quickly as they will need to learn systems specific to the client to be successful in the role.

Additional Information

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