Customer Support Specialist

Cprime

Cincinnati (OH)

On-site

USD 26,174 - 27,552

Full time

14 days+

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Job summary

A customer support firm in Cincinnati is seeking a Specialist 2 for a contract-to-hire position. The role involves managing customer escalations and inquiries, requiring at least 1 year of customer service experience and strong communication skills. The position is full-time with a pay of $19-$20 per hour, working Monday to Friday from 9 am to 6 pm. Ideal candidates will have a background in call center, retail, or any customer service role. This is an on-site role with no remote work available.

Qualifications

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

Responsibilities

Manage customer escalations and complaints to professional standards.
Receive inbound and complete outbound contacts to maintain service levels.
Demonstrate problem-solving and conflict resolution skills.
Understand underlying drivers causing complaints to improve processes.

Skills

Customer service experience

Communication skills

Job description

Role: Specialist 2, Customer Support

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

Would 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 contacts calls and complete outbound contacts (callbacks, responses, etc.) to ensure that 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 escape 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 in order 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.