Customer Service Representative

Title: Customer Service Representative

Location: Irving, TX

Alternative location: Tempe, AZ

Duration: 12 months

Work Engagement: W2

Work Schedule: Onsite (Thu-Mon 8:00a-4:30p Weekdays / 8:30a-5:00p Weekends)

Benefits on offer for this contract position: Health Insurance, Life insurance, 401K and Voluntary Benefits

Responsibilities:

• Responsible for conducting high-volume outbound calls to customers who have recently been approved for a business checking account.

• The NDDA Agent engages customers to determine whether they have an interest or need for merchant services and connects interested customers with the appropriate Sales agent for additional assistance.

• The position is expected to manage 100+ outbound calls per day while maintaining a professional and positive customer experience.

• The agent must be able to quickly identify customer interest, clearly explain the purpose of the call, and complete a warm transfer to the Sales team when a potential merchant services opportunity is identified.

• The role also requires accurate documentation of customer interactions, effective management of multiple systems and priorities, and timely communication of obstacles that may impact productivity or the customer experience.

• NDDA Agents are expected to share successful approaches and best practices with leadership and team members to support continuous improvement and overall team effectiveness.

Qualifications:

• Applicants must be authorized to work for ANY employer in the U.S. This position is not eligible for visa sponsorship.

• Previous experience in customer service, sales, contact center, outbound calling, or a similar customer-facing environment. Ability to consistently manage a high-volume workload of 100+ outbound calls per day.

• Strong verbal communication and active-listening skills.

• Ability to identify customer interest and appropriately transition the conversation to a sales opportunity.

• Ability to professionally transfer interested customers to Sales agents.

• Strong customer service and interpersonal skills

• Ability to accurately document customer interactions and call outcomes.

• Ability to work independently while meeting established productivity and quality expectations

• Ability to clearly communicate obstacles, technical issues, or process concerns to leadership.

• Experience identifying customer needs and generating sales referrals or leads.

• Previous experience in a high-volume outbound contact center or sales environment.

• Previous experience supporting small business, business banking, merchant services, or financial services customers.

• Experience performing warm transfers or connecting customers with Sales representatives.

• Strong ability to build rapport quickly during outbound customer interactions. Ability to ask effective questions to determine customer interest and potential business needs.

• Strong attention to detail and accurate documentation skills.

• Ability to remain organized and productive while handling repetitive, high-volume calling activity.

• Demonstrated ability to meet established call-volume, quality, and referral expectations.