Contact Center Specialist – Chat
Job Description
About the Role
Title:聽 Contact Center Specialist – Chat
Customer Service and Call Center
Johnston, Rhode Island
Description
The Contact Center Chat Specialist Team will be responsible for creating positive interactions with customers every day, whether that芒聙聶s delivering a memorable service experience, or helping to problem-solve.
The Contact Center Chat Specialists answer customer inquiries via chats in a national footprint. You will service all our national customer needs including balance inquiries, basic maintenances, transfers, assistance with online banking experience and other processes.
Primary Responsibilities
脗路 Field a variety of incoming customer inquiries via instant messaging and the use of online chat
脗路 Opportunities to help customers bank better by recommending products and services that meet their banking needs
脗路 Gain deeper knowledge and understanding of banking industry to handle customer inquiries with increasing complexity
脗路 Participate in comprehensive and continuing training that will draw on your previous experiences and challenge you to grow
脗路 Receive feedback from observations of your recorded interactions to support coaching, development and performance
Required Skills and Qualifications
脗路 High School degree or equivalent
脗路 1+ years of exceptional customer service experience
脗路 Positive and customer-focused mindset
脗路 Persistent enthusiasm when interacting with customers
脗路 Proficient typist 芒聙聯 40 words per minute minimum
脗路 Proficient with technology and ability to communicate via instant messaging and the use of online chat
脗路 Strong written communication skills including accurate spelling, grammar and punctuation
脗路 Effective in a fast- paced environment, demonstrating active “listening” and responding in writing quickly
脗路 Handle up to 3 conversations simultaneously
脗路 Exceptional time management skills
脗路 Detail oriented with a strong sense of urgency
脗路 Computer proficiency
脗路 Comfortable with repetitive tasks
脗路 Ability to sit for long periods answering customer inquiries
Preferred Skills and Qualifications
脗路 Prior banking experience
脗路 Prior sales experience
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Various 1st Shift Schedules. position is hybrid working 1 day in office
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens), provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability, or history or record of a disability, ethnicity, gender, gender identity or expression, transgendered and transitioning individuals, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague芒聙聶s or a dependent芒聙聶s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
Benefits
We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.
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