Customer Service Representative II

We are a member-owned credit union serving teachers, public employees and their families. New tellers spend two weeks in classroom training before working a drawer.

The Customer Service Representative II answers customer calls, chats and emails about orders, billing and account changes. Our team is spread across 14 countries. Headquarters is in Jersey City. We hire in Brazil through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours are 9:00 AM to 1:00 PM US Eastern.

Your responsibilities

Transfer calls to the right department with a warm handoff. Follow scripts and required disclosures on recorded lines. Explain bills and payment options and take payments over the phone. Answer inbound calls, live chats and emails from a queue. Document every interaction in Zendesk or Salesforce Service Cloud. Meet targets for handle time, quality score and customer satisfaction. Notice repeat problems and report them to your team lead.

What we're looking for

6+ years of customer service, retail, hospitality or call centre experience. Basic computer skills (Windows, Outlook, web browsers). For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Clear speaking voice and good listening skills.

Also helpful

Zendesk, Five9 or Genesys experience. Experience handling escalations. Chat support experience.

Pay and benefits

Performance bonus. Monthly internet allowance. 24 days paid time off. Annual team retreat. Home office setup budget. Wellness allowance. Co-working space stipend.

This posting may close early if we receive enough applications.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Eastside Bank.