Customer Service Specialist

Regulators examine us regularly, and risk, audit and compliance make up a large part of the staff. Operations centers in Los Angeles and two other cities handle deposits, card services and loan servicing.

About the role:

The Customer Service Specialist answers customer calls, chats and emails about orders, billing and account changes. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. Remote, open to candidates across the US. Strong written English is important, since much of our work is async.

Day to day:

• 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.
• Transfer calls to the right department with a warm handoff.
• Complete required training and quality coaching sessions.
• Meet targets for handle time, quality score and customer satisfaction.
• Process returns, exchanges, refunds and address changes.

Qualifications:

• 3+ years of customer service, retail, hospitality or call center experience.
• Comfortable using multiple screens and systems at the same time.
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills.
• Typing speed of at least 35 WPM.
• Must pass a background check.
• High school diploma or GED.

Preferred qualifications:

• Bilingual English and Spanish (pay differential)
• Experience handling escalations.
• Knowledge of e-commerce order systems such as Shopify.
• Zendesk, Five9 or Genesys experience.

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

The base pay range for this position is $23.50 to $28.50 per hour. Actual pay depends on experience, skills and location.

What we offer:

• Medical, dental and vision insurance.
• 401(k) with a 100% match up to 5%.
• Paid sick leave.

Front Range State Bank provides equal employment opportunities to all employees and applicants.

Offers are contingent on a background check and drug screen.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Front Range State Bank Inc..