Customer Support Specialist I - 29 hours

Eastern Bank; Wakefield (MA); On-site; USD 23,866 - 33,992; Full time

Benefits offered by this job

Robust benefits package

Retirement package

Job summary

A leading financial institution is seeking a Customer Support Specialist I in Wakefield, MA. This role involves responding to customer inquiries on bank products and services while achieving departmental service standards. Candidates should possess excellent communication skills, a customer service background, and the ability to handle basic complaints. Working conditions require flexibility, and the position may include a hybrid work schedule. Competitive starting rate and benefits offered.

Qualifications

• Customer Service background preferred.
• Call Center experience preferred.
• Proven previous job stability a must.

Responsibilities

• Answer incoming customer calls regarding accounts and services.
• Handle customer complaints and problems with minimal assistance.
• Maintain a detailed knowledge base of products and procedures.

Skills

Excellent written communication skills

Excellent verbal and listening skills

PC and data entry skills

Bilingual

Education

Associate’s degree or related knowledge

Job description

Please note, this role requires some onsite training in our Wakefield, MA office on a hybrid schedule.

Starting Rate: $21.00

Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Eastern offers a robust benefits and retirement package. Please see the description of benefits included with this job posting for additional information.

This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services.

Customer Support Specialist I: This role serves as first line response for the basic incoming customer calls. The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services. Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures. Is responsible for achieving entry level departmental service standards and sales goals as set forth by senior management. Must develop the necessary skills to work independently in a remote or onsite environment.

Responsibilities

Customer Support Specialist I & II: Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.

Customer Support Specialist III: Serves as bank’s first line of response for a high volume of inbound customer inquiries with varying degrees of complexity. Must be able to service customers via multiple communication channels such as chat, email, and telephone. This role also includes the following:

Customer Support Specialist I:

• Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements. Can handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer.
• Actively listens to determine full extent of customer’s needs while appropriately applying different approaches to affect desired outcome.
• Ensures effective customer communication by utilizing superior verbal and written skills.
• Must be able to handle basic customer complaints and problems with minimal assistance. Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
• Responsible for achieving entry level sales and service standards as set forth by senior management.

Education and Experience

Customer Support Specialist I

• Associate’s degree or related knowledge/skills base gained through experience preferred.
• Customer Service background preferred.
• Call Center experience preferred
• Service and sales background a plus
• PC and data entry skills required
• Proven previous job stability a must

Skills/Knowledge

Customer Support Specialist I

• Excellent written communication skills
• Excellent verbal and listening skills including good grammar, tone of voice and diction
• Ability to work effectively with others in a diverse population
• Punctuality and consistent work attendance is required
• Bilingual a plus

Working Conditions

• Must be flexible and adaptable about work schedules, which may include evenings and weekends
• Must have the ability to use a headset and sit for long periods of time
• Must be able to work in a fast paced, high volume work environment
• Moderate to high noise level

While performing the duties of this job, the employee must be able to remain in a stationary position 50% of the time. The employee frequently is required to operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer.The employee is occasionally required to move about inside the office to access file cabinets, office machinery, etc.They also occasionally travel to locations outside of the facility, to attend meetings, trainings, events, and other business activities. The employee occasionally positions self to maintain or access files in file cabinets.The employee must have the ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. The employee frequently observes details at close range (within a few feet of the observer). The employee must occasionally lift and/or move boxes or equipment up to 20 pounds across office for various needs.

Persons holding this position are generally subject to inside environmental conditions having the lighting, temperature, and noise level of an open floor-plan office environment (moderate, but occasionally loud at times). This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.