Call Center Representative

We serve more than two million consumer, small business and commercial clients.

Role overview:

Our Akron team is growing and we are hiring a Call Center Representative. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This position is on site in Akron.

Your responsibilities:

• Meet targets for handle time, quality score and customer satisfaction.
• Follow scripts and required disclosures on recorded lines.
• Escalate complaints that need a supervisor or another department.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Explain bills and payment options and take payments over the phone.
• Process returns, exchanges, refunds and address changes.
• Complete required training and quality coaching sessions.
• Answer inbound calls, live chats and emails from a queue.

Qualifications:

• Able to sit at a workstation and wear a headset for a full shift.
• Comfortable using multiple screens and systems at the same time.
• Typing speed of at least 35 WPM.
• Reliable attendance. Schedule adherence is tracked.
• High school diploma or GED.
• Clear speaking voice and good listening skills.

Preferred qualifications:

• Zendesk, Five9 or Genesys experience.
• Chat support experience.

What you get:

• Medical, dental and vision insurance.
• 401(k) with a 100% match up to 5%.
• Paid time off.
• Vision insurance.
• Dental insurance.

First Coastal Bank provides equal employment opportunities to all employees and applicants.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at First Coastal Bank, LLC.