Customer Support Specialist

INRY

Cincinnati (OH)

On-site

USD 27,552

Full time

14 days+

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Job summary

A customer support company in Cincinnati is looking for a Specialist 2 for their Customer Support team. The role requires individuals who have a passion for delivering exceptional service in an onsite environment. Candidates with at least 1 year of customer service experience and strong communication skills are preferred. The position offers a pay of $20.00/hour with a commitment to professional standards in handling customer inquiries and issues.

Qualifications

1+ years of customer service and/or contact center experience preferred.
Strong verbal and written communication skills.

Responsibilities

Manage customer escalations and complaints professionally.
Handle inbound contact calls and maintain service levels.
Demonstrate ownership and resolve customer issues timely.
Negotiate and resolve issues within authority when possible.
Capture and report on systematic issues and recommend improvements.
Provide proactive recommendations to address escalations.

Skills

Customer service

Communication skills

Job description

Contract

3+ months - Contract-to-Hire

Location

Blue Ash, OH (no remote work available)

Start

03/23

Schedule

Mon-Fri 9am-6pm EST. Pay $20.00/hour

Role

Specialist 2, Customer Support

Job Description

Onsite in Blue Ash, OH (no remote work available). We prefer candidates who have worked in call center, retail, food services, cashiering, dispatch, banking, or any role that involves heavy customer service. 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.

Job Responsibilities

Ensure that all customer escalations and complaints are managed to excellent professional standards and within Green Dot terms and policies.
Receive inbound contact calls and complete outbound contacts (callbacks, responses, etc.) to ensure all queues are maintained and all service levels are met.
Maintain personal and team accountability for productivity and efficiency.
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.
Demonstrate 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 elevate to a higher authority.
Demonstrate 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.
Advocate 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.
Understand current business processes and tools that impact our customers and work with the manager and the necessary owners internally to resolve any issues and fix processes.
Capture all pertinent customer contact information accurately and concisely within the data capture systems and ensure data is properly maintained.
Follow escalation and complaint procedures to ensure that all customer escalations and complaints are tracked and all relevant parties are informed of actions taken to resolve issues.
Utilize appropriate tools to ensure the customer receives relevant information and identify knowledge gaps and/or outdated policy/procedure which caused frontline efforts to fail.