Customer Service Specialist

We process billions of card transactions a year for merchants, banks and software platforms. Advisors, operations, compliance and technology teams total roughly 1,600 people.

Overview:

The person in this role is relocating, so we are hiring a replacement. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift.

Essential duties and responsibilities:

Follow scripts and required disclosures on recorded lines. Process returns, exchanges, refunds and address changes. Complete required training and quality coaching sessions. Transfer calls to the right department with a warm handoff. Look up orders, accounts and shipping status in the CRM and order system. Escalate complaints that need a supervisor or another department. Document every interaction in Zendesk or Salesforce Service Cloud.

Minimum qualifications:

3+ years of customer service, retail, hospitality or call center experience. Reliable attendance. Schedule adherence is tracked. Able to sit at a workstation and wear a headset for a full shift. Comfortable using multiple screens and systems at the same time. Basic computer skills (Windows, Outlook, web browsers). Must pass a background check. High school diploma or GED.

Nice to have:

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

Compensation: $22.00 - $24.50 per hour DOE.

What you get:

Health savings account (HSA) with employer contribution. 401(k) with company match. Paid sick leave.

Agencies: please do not contact us about this role.

Applicants must be authorized to work in the U.S.

Start: Immediately.

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