Contact Centre Advisor

The company

Blue Ridge Bank & Trust is a regional bank with over 200 branches and 670 employees across New York. Operations centres in New York City and two other cities handle deposits, card services and loan servicing. Banking holidays are paid days off.

Position summary

Blue Ridge Bank & Trust has an opening for a Contact Centre Advisor. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. The company is based in New York City, the US. We are a distributed team spread across a few time zones. Employment is through our payroll partner in Croatia. Salary is paid monthly in euros. You will need at least 4 hours of overlap with US Eastern time. Communication happens mostly in Slack and short video calls.

Job duties

• Escalate complaints that need a supervisor or another department
• Call customers back on open issues within the promised timeframe
• Document every interaction in Zendesk or Salesforce Service Cloud
• Explain bills and payment options and take payments over the phone
• Transfer calls to the right department with a warm handoff
• Notice repeat problems and report them to your team lead
• Look up orders, accounts and shipping status in the CRM and order system
• Complete required training and quality coaching sessions

Skills and experience

• 2+ years of customer service, retail, hospitality or call centre experience
• Typing speed of at least 35 WPM
• High school diploma or GED
• Comfortable using multiple screens and systems at the same time

Desirable

• Zendesk, Five9 or Genesys experience

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

What you get

• Health insurance through our employer-of-record partner
• Public holidays observed per your country
• 20 days paid time off
• Paid sick days
• Annual salary review

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Blue Ridge Bank & Trust.