Call Center Representative

NOW HIRING!! A-Line is seeking a dedicated and enthusiastic Contact Center Specialist to join our team. As the first point of contact for our customers, you will provide top-notch service by answering inquiries, addressing issues, and ensuring customers have a positive experience with our company. You will play a key role in ensuring customer satisfaction through active listening, problem-solving, and delivering solutions in a timely and professional manner.

Job Title: Contact Center Specialist
Pay: $21.50 per hour
Location: East Providence or Johnston, RI
Shifts Available (After 4 Weeks of Training):

• Monday-Friday 9:00 AM - 5:30 PM
• Monday-Friday 9:30 AM - 6:00 PM
• Monday-Friday 10:30 AM - 7:00 PM
• Monday-Friday 10:00 AM - 6:30 PM

Key Responsibilities:

Customer Service:

• Receiving Customer Calls : Answer incoming calls, greet customers warmly, and maintain an upbeat and helpful demeanor to create a positive first impression.
• Verifying Customer Identity : Ensure confidentiality and legal compliance by requesting and verifying personal information against system data.
• Active Listening : Give customers the space to fully explain their issues, ask clarifying questions, and show empathy, especially when interacting with upset customers.
• Adapting Communication : Modify speech rate, tone, and content to ensure customer understanding and comfort.
• Explaining Policies & Products : Assist with customer questions, explain product features, provide online banking assistance, and clarify general bank services.
• Researching Customer Issues : Investigate transaction history and customer relationships to identify the source of issues and resolve concerns.
• Providing Solutions : Offer appropriate solutions, provide options to the customer, and encourage acceptance to ensure satisfaction.
• Problem-Solving : Assist customers with tasks like activating/reissuing cards, ordering checks, updating information, executing stop payments, and processing overdraft protection applications.

Operations:

• Documenting Customer Interactions : Record call details, update customer profiles, track customer satisfaction, set follow-up reminders, and input notes for future reference.
• Referring to Specialists : Recognize when a specialist (e.g., fraud department, supervisor) is needed to resolve customer issues efficiently.
• Operating Technology : Use phone and computer systems to retrieve information, manage emails/calendars in Outlook, reset customer passwords, and handle data across banking platforms.
• Multitasking : Effectively manage multiple tasks such as conversing with customers, resolving issues, and identifying sales opportunities simultaneously.
• Learning & Compliance : Stay up-to-date with product/service updates, policies, and compliance requirements through ongoing training to ensure adherence to regulations and accuracy in customer interactions.

Qualifications:

• Excellent communication and active listening skills
• Ability to multitask and handle a fast-paced environment
• Problem-solving skills and attention to detail
• Comfort with technology, including phone systems, email, and computer programs
• Strong customer service and interpersonal skills
• Ability to adapt communication style to meet customer needs
• Previous customer service experience is a plus

Benefits:

• Competitive pay
• Opportunities for career growth and development
• Comprehensive training and ongoing support
• Health and wellness benefits available

How to Apply:
If you’re ready to be a part of a dynamic team and provide exceptional service to our customers, we encourage you to apply today!

Dan Lupo / A-Line Staffing