Customer Service Representative

SGS Technologie; Memphis (TN); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading company is seeking a Client Services Representative in Memphis, TN. This role involves supporting the Client Services team by handling customer inquiries via phone. The ideal candidate should have strong customer service skills and experience in a call center environment. The position requires excellent communication abilities and the capacity to manage multiple systems simultaneously. Training will be provided, and the work schedule is from 10 AM to 7 PM CT.

Qualifications

• 2-3 years of recent customer service experience, ideally from a call center.
• Ability to type at least 40 WPM and navigate multiple systems simultaneously.

Responsibilities

• Responsible for answering inbound calls from clients, providing exceptional customer service.
• Resolve general inquiries such as username/password resets and address changes.

Skills

Customer Service

Communication

Typing

Problem Resolution

Education

High School Diploma

AA Degree

Tools

Microsoft Word

Outlook

Excel

Job description

2 days ago Be among the first 25 applicants

Direct message the job poster from SGS Technologie

Senior IT Technical Recruiter at SGS Technologie

SGS Technologie is looking for Client Services Representative to work with direct client at Memphis, TN

Client Services Representative

Contract - W2

Onsite

Memphis, TN

Job Summary: The Client Services Representative (not to be confused with Client Service Associates) will be responsible for supporting the Client Services team located at the St. Petersburg, FL home office. They will report to the hiring manager, Jason Boyce. The Client Services department is considered the 'main point of contact' for (internal and external) clients who have questions or general inquiries that need resolution. The client base consists RJ branch associates, Financial Advisors, or the clients of Financial Advisors. In addition, this particular team manages client access websites, where clients can access their accounts, online trade, etc.

The Client Service Rep will be responsible for handling basic customer inquiries, such as: a client forgot their username or password, client needs to update their home address or phone number, etc.

The typical call volume per Client Service Rep is roughly 50-60 calls per day. However, call volume will increase during tax season and the associates may receive up to 80 calls per day.

Training will last 1-2 weeks. The CSR's will practice doing mock calls with other associates. The Client Services team does not read off scripts while on the phone. Instead, they will have access to a SharePoint site which houses 'go-to' guides on how to handle various customer scenarios. Performance Monitoring Management will randomly listen in on calls in order to evaluate performance. They will primarily be measuring call quality, compliance (ensuring all of the necessary steps were taken i.e. verifying the caller's identify before proceeding, etc.), documentation / accuracy, call time, etc. Jason stated that their department focuses more on quality rather than quantity.

Work Schedule 10 AM- 7 PM CT with 1 hour lunch (must be in their seat logged in at 10 AM)

Attendance Policy No more than 2 tardies and / or unexcused absences within a 30 day period.

Job Duties:

Responsible for answering inbound calls from clients, while providing exceptional customer service

Resolve general inquiries such as username / password resets, address changes, phone number changes, etc.

Document call activity using Raymond James' proprietary system (they will be expected to document while on the phone with the customer)

Perform various duties as assigned by management

Responds to inquiries or complaints received through phone calls, correspondence and/or face-to-face contact with clients concerning the bank's products or services

Reviews and researches requests or problems obtaining necessary information from policies, procedures or practices

Coordinates problem resolution with appropriate departments I

nforms customers of standard procedures or resolution of problem

Follows up, either verbally or in writing, to ensure customer satisfaction

Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies

Skills:

2-3 years of recent customer service experience, ideally from a call center

Must have the ability to type and be on the phone at the same time

Ability to navigate through numerous systems at once

Experience using dual monitors Proficient user with Microsoft Word, Outlook, and basic Excel

Ability to type at least 40 WPM

Exceptional customer service skills; easy to understand

Excellent verbal and written communication skills

Ability to use proper grammar and spelling

• Experience within the banking or financial services industry is preferred but not required

AA Degree preferred. High School Diploma required.

If interested, kindly apply with latest resume.

Regards,

Senior Technical Recruiter - SGS Technologie

Ph: [phone]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Accounting/Auditing and Analyst

• Industries

  Banking, Financial Services, and Investment Management

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