Customer Service Representative, Call Center - Blue Ash, OH

Green Dot Corporation; Blue Ash (OH); On-site; USD 55,104,000 - 60,614,000; Full time

Job summary

Green Dot Corporation in Blue Ash, OH is seeking a Customer Service Rep to support inbound inquiries and resolve customer issues with world-class service. You will work in a dynamic team within our Blue Ash, OH office, collaborating with partners to deliver timely, accurate solutions.

This on-site role offers several daily shift options (Mon-Fri, various start times) at an hourly rate of $20.00/hour. The ideal candidate brings 2+ years in a customer-facing role, strong communication, empathy,

Qualifications

• High school diploma or equivalent.
• Minimum 2 years of customer service or contact center experience.
• Experience in de-escalating situations with dissatisfied customers, with an ability to be patient and empathic.
• Proficiency in MS Outlook, Word, PowerPoint and Excel skills.

Responsibilities

• Ensuring that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.
• Receiving inbound contacts calls and completing outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met.
• Demonstrating sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment.
• Advocating as the voice of the customer to Green Dot. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
• Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues.
• Capturing all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
• Following escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
• Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.

Skills

Customer service

De-escalation

Empathy

MS Office

Education

High school diploma or equivalent

Tools

MS Outlook

Word

PowerPoint

Excel

Job description

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips.

Location Requirement

This role will need to work in the Blue Ash, OH office and will not be a remote role.

The schedule for this role will be one of the following:

Monday-Friday 8:00 am-4:30 pm EST

Monday-Friday 8:30 am-5:00 pm EST

Monday-Friday 10:30 am-7:00 pm EST

Hourly Rate $20.00/hour

Job Summary

As a Customer Service Rep, you will support inbound customer inquiries and resolve customer issues by delivering world-class customer service. In Green Dot Customer Support, we continually seek individuals with a keen passion for delivering exceptional customer experiences, a desire to make a positive impact, a commitment to their work, the ability to elevate the performance of their team members and display enjoyment for solving complex customer issues.

You might be the right match for this role if:

You can demonstrate ownership of customer issues and work proactively with Green Dot business units, partners and vendors to manage issues through to a complete resolution in a timely manner. You have the ability to understand the big picture and identify the underlying drivers causing complaints by capturing, reporting and analyzing systematic issues and recommending solutions to improve processes and products.

Key Responsibilities

• Ensuring that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.
• Receiving inbound contacts calls and completing outbound contacts (callbacks, responses, etc.) to ensure that all queues are maintained, and all service levels are met.
• Demonstrating sound negotiation, problem-solving and conflict resolution skills by working to resolve issues within your own authority and parameters whenever possible, while utilizing sound judgment to understand when it will be both effective and necessary to escallate to a higher authority.
• Advocating as the “voice of the customer” to Green Dot. Proactively make recommendations to address the root causes of escalations and complaints by leveraging escalation contacts and processes.
• Sharing information and knowledge with other team members to recognize and reduce the number of repeated issues.
• Capturing all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
• Following escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and all relevant parties are informed of actions taken to resolve issues.
• Utilizing appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.

Required Qualifications

• High school diploma or equivalent
• Minimum 2 years of customer service and/or contact center experience
• Experience in de-escalating situations with dissatisfied customers, with an ability to be patient and empathic
• Proficiency in MS Outlook, Word, PowerPoint and Excel skills

Preferred Qualifications

• Experience with financial products/technology
• Proven success working in a collaborative team within a fast-paced, highly visible, customer-centric and focused environment.

Ability to work in the U.S. without sponsorship

Ability to meet the location requirement outlined above