Evening Call Center & Tech Support Specialist

LE001 Northwest Bank; Erie (Erie County); On-site; USD 21,000 - 26,000; Full time

Benefits offered by this job

Shift differential after 5 PM

Job summary

Northwest Bank in Erie, PA seeks a Contact Center Specialist to deliver high-quality customer service and technical support, using multiple databases to assist clients and promote Northwest products. The role involves working evenings and rotating Saturday hours, with a shift differential after 5 PM.

Expect to meet call quality and service-level targets while maintaining confidentiality and providing effective problem resolution in a fast-paced environment.

Qualifications

• Education as stated above.
• Work experience in customer service preferred.

Responsibilities

• Meet productivity standards and complete work in a timely manner
• Maintain client and Northwest confidentiality
• Meet service level standards
• Achieve Contact Center performance standards
• Serve as a Contact Center orientation trainer
• Identify and resolve customer problems efficiently
• Gather and analyze information and develop solutions
• Manage difficult customer situations
• Respond promptly to customer needs
• Educate clients on Northwest products and services
• Provide support of Northwest technical products and services
• Troubleshoot online access issues
• Document results as instructed

Skills

Customer service

Active listening

Communication

Problem solving

Teamwork

Microsoft Office

Technical troubleshooting

Education

High School Diploma or Equivalent

Associate Degree in Related Subject

Tools

Microsoft Office

Northwest automated system

Job description

Northwest Bank in Erie, PA seeks a Contact Center Specialist to deliver high-quality customer service and technical support, using multiple databases to assist clients and promote Northwest products. The role involves working evenings and rotating Saturday hours, with a shift differential after 5 PM.

Expect to meet call quality and service-level targets while maintaining confidentiality and providing effective problem resolution in a fast-paced environment.