Customer Service Representative

Columbia Bank; Federal Way (WA); On-site; USD 25,000 - 33,000; Full time

Job summary

Columbia Bank is seeking a Customer Support Representative in Washington to professionally manage inbound calls and written inquiries, ensuring prompt, accurate responses and coordination with internal teams.

You will resolve customer issues, support lease-related questions (buyouts, invoicing, taxes, contract changes), and maintain thorough records in company systems while upholding SLAs and a customer-first mindset.

Qualifications

• 2+ years in customer service or call center in a high-volume, multi-channel environment.
• 1+ year handling issue resolution, troubleshooting, and escalations within SLAs/policies.
• Experience in equipment, consumer, or commercial leasing operations is a plus.
• Strong verbal and written communication skills.
• Active listener with a customer-first mindset.
• Demonstrated empathy, patience, and professionalism in customer interactions.
• Strong problem-solving and critical thinking skills.
• Ability to de-escalate challenging situations confidently.
• Highly organized with strong attention to detail.
• Effective time management and ability to multitask in a fast-paced environment.
• Positive attitude with a strong sense of ownership and initiative.

Responsibilities

• Serve as the primary contact for customers, vendors, brokers, and internal teams.
• Resolve customer issues by analyzing information, troubleshooting, and coordinating across departments.
• Provide support on lease-related inquiries including buyouts, invoicing, taxes, contract changes, and payment history requests.
• Handle escalations and de-escalate complex customer situations while adhering to SLAs.
• Process account and document-related tasks such as contract adjustments, invoices, automatic payments, and lease assumptions.
• Prepare and distribute customer documentation and maintain accurate records in company systems.
• Utilize internal tools and systems to complete daily responsibilities with accuracy and efficiency.
• Maintain clear, detailed notes and documentation in customer databases.
• Collaborate cross-functionally to support customer needs and ensure seamless service delivery.
• Communicate effectively with leadership on issues that may impact customers or the business.
• Ensure confidentiality of all customer and company information.
• Follow all company policies, procedures, and regulatory requirements.
• Provide exceptional customer service and contribute positively to team culture and organizational goals.

Skills

Customer service

Call center

Issue resolution

Active listening

Communication

Time management

Multitasking

De-escalation

Empathy

Education

High school diploma or equivalent

Job description

About The Role

The Customer Support Representative is responsible for professionally managing incoming calls and written communications, ensuring customer inquiries are handled promptly, accurately, and in alignment with established guidelines. This role troubleshoots and resolves customer issues by analyzing information, coordinating with internal teams, and serving as an effective liaison between departments and external partners. The representative uses company systems and tools to perform tasks efficiently and support both customer needs and organizational objectives.

Maintains strong communication with management regarding any situations that could impact the company. This role is expected to build and sustain positive customer relationships while demonstrating strong work ethic, clear verbal and written communication skills, effective time management, and the ability to work well under pressure. Consistency, attention to detail, organization, flexibility, honesty, and teamwork are essential traits for success in this position.

• Serve as the primary point of contact for customers, vendors, brokers, and internal teams, managing inbound calls and written communications professionally and efficiently
• Resolve customer issues by analyzing information, troubleshooting, and coordinating across departments and external partners
• Provide support on lease-related inquiries including buyouts, invoicing, billing, taxes, contract changes, and payment history requests
• Handle escalations and de-escalate complex customer situations while adhering to SLAs and company policies
• Process account and document-related tasks such as contract adjustments, invoices, automatic payments, and lease assumptions
• Prepare and distribute customer documentation and maintain accurate records in company systems
• Utilize internal tools and systems to complete daily responsibilities with accuracy and efficiency
• Maintain clear, detailed notes and documentation in customer databases
• Collaborate cross-functionally to support customer needs and ensure seamless service delivery
• Communicate effectively with leadership on issues that may impact customers or the business
• Ensure confidentiality of all customer and company information
• Follow all company policies, procedures, and regulatory requirements
• Provide exceptional customer service and contribute positively to team culture and organizational goals

About You

• 2+ years of customer service or call center experience in a high-volume, multi-channel environment
• 1+ year of experience handling issue resolution, troubleshooting, and escalations within defined SLAs/policies
• Experience in equipment, consumer, or commercial leasing operations (buyouts, assumptions, assignments, etc.) is a plus
• High school diploma or equivalent required
• Strong verbal and written communication skills
• Active listener with a customer-first mindset
• Demonstrated empathy, patience, and professionalism in customer interactions
• Strong problem-solving and critical thinking skills
• Ability to de-escalate challenging situations confidently
• Highly organized with strong attention to detail
• Effective time management and ability to multitask in a fast-paced environment
• Positive attitude with a strong sense of ownership and initiative

The pay range for this role is $18.00 to $24.00.

The pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, and those details will be provided during the recruitment process.

Our Benefits

We are proud to offer a competitive total rewards package including base wages and comprehensive benefits.

We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment To Diversity

Columbia Bank is an equal opportunity and affirmative action employer committed to engaging, developing, and employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [e-mail].