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Customer Support Specialist

Company: Computer Services, Inc.
Location: Valparaiso
Posted on: November 19, 2021

Job Description:

Call Center Support Representatives are responsible for primary support for CSI End User Call Center and general banking questions, which entails taking support related calls, chats, and emails from customers regarding their banking information for CSI customer end users. The shift for this position is 5pm-1am. Responsibilities include: * Responsible for answering customer phone calls relating to Internet Banking and its related features including Mobile banking, Integrated Bill Pay, 3rd party bill pay interface, commercial cash management and personal financial management. * Responsible for answering Integrated Bill Pay live phone calls and live chats. * Responsible for answering calls related to customer account information, balance, payment information, card activity. * Resolve customer issues in a timely manner, escalating problems to management when necessary. * Identify and escalate priority issues. * Ensure that all resolutions are logged into CRM software as directed by management. * Follow-up with customers regarding outstanding issues. * Demonstrate the desire and initiative to improve development of technical and product knowledge. * Demonstrate competence in assigned activities. * Demonstrate ability to contribute input and develop ideas for improving functionality of department in areas of product knowledge, call times and resolutions, and customer satisfaction. * Develop awareness of end user concerns and communicate them to management. * Demonstrate strong customer service and interpersonal skills by developing good rapport with internal and external customers. * Be available to provide after-hours support, scheduled and non-scheduled. * Develop an overall awareness and understanding of departmental goals and objectives. Knowledge, Skills and Abilities: * Basic office and PC skills * Excellent written communication following online etiquette. * Knowledge of customer service principles and practices. * Excellent listening and verbal communication skills. * Ability to trouble-shoot * Ability to handle multiple tasks (3-4) online chats at a time. * Attention to detail and organizational skills. * Ability to multitask and remain calm under pressure, especially during peak hours or intense situations Education and Experience: * High school diploma or GED required * Bachelor's degree in related field preferred (CIS) * Experience with customer service and/or call center preferred * Experience in banking or financial field preferred but not required

Keywords: Computer Services, Inc., Gary , Customer Support Specialist, Other , Valparaiso, Indiana

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