Customer Service Specialist, Remote

Since 1962, the bank has grown through more than a dozen acquisitions. Our commercial banking group lends to manufacturers, health systems and real estate developers. We started in 1962 and have grown to about 740 people. Branch hours are 9 to 5 weekdays and 9 to noon Saturdays, with Saturdays on a rotation.

The position

Scott Bank has an opening for a Customer Service Specialist, Remote. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Remote position. Most of the team is in Houston, but nobody is required to come in. Equipment is provided, including a laptop.

Job duties

• Explain bills and payment options and take payments over the phone.
• Answer inbound calls, live chats and emails from a queue.
• Meet targets for handle time, quality score and customer satisfaction.
• Look up orders, accounts and shipping status in the CRM and order system.
• Transfer calls to the right department with a warm handoff.
• Escalate complaints that need a supervisor or another department.
• Process returns, exchanges, refunds and address changes.

Qualifications

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

Preferred

• Zendesk, Five9 or Genesys experience.
• Experience handling escalations.
• Knowledge of e-commerce order systems such as Shopify.

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

$42,000 - $54,000/year

What you get

• Medical, dental and vision insurance.
• 401(k) with a 100% match up to 5%.
• 12 weeks of paid parental leave.
• Overtime available.

We are an equal opportunity employer. If you need an accommodation during the application process, let us know.

Apply with your resume. A cover letter is optional.

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

Start: Within 30 days.

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