Customer Care Representative

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.

Job summary

Looking for a Customer Care Representative who wants to stay somewhere for a while. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The company is based in New York City, the US. We are a distributed team spread across a few time zones. This is a full-time remote role. We use an employer of record in Croatia, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Eastern time.

What you'll do

• Meet targets for handle time, quality score and customer satisfaction.
• Call customers back on open issues within the promised timeframe.
• Update customer records accurately.
• Notice repeat problems and report them to your team lead.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Transfer calls to the right department with a warm handoff.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.

Minimum qualifications

• 3+ years of customer service, retail, hospitality or call centre experience.
• Must pass a background check.
• Basic computer skills (Windows, Outlook, web browsers)
• Able to sit at a workstation and wear a headset for a full shift.
• Clear speaking voice and good listening skills.
• Comfortable using multiple screens and systems at the same time.

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

Salary: €1,250 - €1,600 per month

Perks and benefits

• Co-working space stipend.
• 24 days paid time off.
• Paid parental leave.

Start: Within 30 days.

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