Senior Customer Service Representative

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.

Overview:

Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. The Senior Customer Service Representative answers customer calls, chats and emails about orders, billing and account changes. You can work from home anywhere in the US. We have no office requirement. We use Slack, Notion and Google Meet. Cameras on for team calls.

Essential duties and responsibilities:

• Update customer records accurately.
• Answer inbound calls, live chats and emails from a queue.
• 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.
• Look up orders, accounts and shipping status in the CRM and order system.
• Complete required training and quality coaching sessions.

Minimum qualifications:

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

Preferred qualifications:

• Chat support experience.
• Bilingual English and Spanish (pay differential)
• Prior billing or insurance call center work.

Salary range: $53,000 - $66,000 annually

Perks and benefits:

• Weekly pay.

Scott Bank provides equal employment opportunities to all employees and applicants.

Duration: 6 months. Start: Flexible.

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