Customer Service Specialist I

Foundation Finance Company Careers; Rothschild (WI); On-site; USD 32,000 - 42,000; Full time

Job summary

Foundation Finance Company is seeking a Customer Service Specialist I to respond to inquiries, troubleshoot problems, and provide information about products and services. The role includes processing payments, guiding customers to online resources, and relaying account details with accuracy.

Qualified candidates will have an associate degree or relevant experience, strong computer and communication skills, and the ability to handle stress.

Qualifications

• Associate degree or relevant applicable experience.
• Strong computer skills including Word, Excel, Internet, email.
• Professional phone presence and excellent verbal and written communication.
• Strong persuasion and negotiation skills.
• Able to handle stressful conversations with tact and diplomacy.
• Strong typing skills.
• Strong attention to detail.
• Two evening shifts per week, 12pm-9pm CST and 10am-7pm CST, and one Saturday shift every 5 weeks.

Responsibilities

• Handles incoming calls regarding customer account questions and performs callbacks on accounts as required.
• Processes routine over the phone payments for customers.
• Advise customers on available resources, including online portal, IVR, or other methods.
• Proficiently relay information to customers relating to interest, statements, and other account questions.
• Recognizes delinquent or potentially delinquent accounts and directs calls to the proper areas.
• Assists with other department administrative tasks and reports.
• Supports new hire training efforts by training and shadowing with employees and reporting progress to management.
• Other duties as assigned by management.

Skills

Communication skills

Phone etiquette

Persuasion

Typing skills

Detail orientation

Stress management

Education

Associate degree or equivalent

Tools

Word

Excel

Email/Internet

Job description

Customer Service Specialist I Description & Duties:

The expectations of this role are to respond to customer service inquiries to troubleshoot problems, provide requested information, and handle complaints regarding the organization's products or services.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Handles incoming calls regarding customer account questions and performs callbacks on accounts as required.
• Processes routine over the phone payments for customers.
• Advise customers on available resources, including, but not limited to, use of online portal, IVR, or other methods.
• Proficiently relay information to customers relating to interest, statements, and other account questions.
• Recognizes delinquent, or potentially delinquent, accounts and directs calls to the proper areas for assistance. Utilize company resources to achieve one-call resolutions.
• Assists with other department administrative tasks that may include working reports, emails, and/or in office tasks.
• Supports new hire training efforts by training and shadowing with employees, providing reports on progress to Management.
• Other duties as assigned by management.

Must be able to come to work promptly and regularly. Must be able to take direction and work well with others. Must be able to work under the stress of deadlines. Must be able to concentrate and perform accurately. Must be able to react to change productively.

Minimum Qualifications:

• Associate's degree in business, finance, communication, marketing or related field OR relevant applicable experience.
• Strong computer skills including Word, Excel, Internet, email.
• Professional phone presence and excellent verbal and written communication skills.
• Strong persuasion and negotiation skills.
• Able to handle stressful conversations with tact and diplomacy to yield the desired results.
• Strong typing skills.
• Strong attention to detail.
• Two evening shifts per week, 12pm-9pm CST and 10am-7pm CST and one Saturday shift every 5 weeks.