Senior Customer Service Representative

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.

The role

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The Senior Customer Service Representative answers customer calls, chats and emails about orders, billing and account changes. This role is fully remote within the US.

Duties

• Complete required training and quality coaching sessions.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Explain bills and payment options and take payments over the phone.
• Escalate complaints that need a supervisor or another department.
• Answer inbound calls, live chats and emails from a queue.
• Notice repeat problems and report them to your team lead.
• Update customer records accurately.

What you need

• 5-7 years of customer service, retail, hospitality or call center experience.
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED.
• Clear speaking voice and good listening skills.
• Reliable attendance. Schedule adherence is tracked.

Nice to have

• Chat support experience.
• Knowledge of e-commerce order systems such as Shopify.
• Experience handling escalations.
• Prior billing or insurance call center work.

Schedule: Four 10-hour shifts, rotating weekend day

The base pay range for this position is $25.50 to $28.00 an hour. Actual pay depends on experience, skills and location.

Why work with us

• Medical, dental and vision insurance.
• 401(k) with company match.
• Paid parental leave.
• Three weeks of PTO to start.
• Home office stipend.
• Health savings account (HSA) with employer contribution.
• Employee assistance program.

EOE. We participate in E-Verify.

Interview process: a phone call, a meeting with the hiring manager, and a final conversation with the team.

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

Start: Flexible.

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