Senior Customer Service Representative

About the company

Operations centers in Fort Collins and two other cities handle deposits, card services and loan servicing.

Role overview

Looking for a Senior Customer Service Representative who wants to stay somewhere for a while. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. Remote within the US. The team meets in Fort Collins once a quarter, travel covered. A quiet workspace and good internet are required.

Job duties

• Complete required training and quality coaching sessions.
• Call customers back on open issues within the promised timeframe.
• Meet targets for handle time, quality score and customer satisfaction.
• Answer inbound calls, live chats and emails from a queue.
• Escalate complaints that need a supervisor or another department.
• Notice repeat problems and report them to your team lead.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Look up orders, accounts and shipping status in the CRM and order system.

About you

• Able to sit at a workstation and wear a headset for a full shift.
• Must pass a background check.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• High school diploma or GED.
• Typing speed of at least 35 WPM.

Preferred qualifications

• Knowledge of e-commerce order systems such as Shopify.
• Experience handling escalations.

Schedule: Four 10-hour shifts, rotating weekend day

Pay and benefits

Pay: $24.00 - $29.00 per hour

• Health savings account (HSA) with employer contribution.
• 401(k) with 4% match.
• Three weeks of PTO to start.
• Vision insurance.
• Paid training.

Selwyn State Bank is an Equal Opportunity Employer, including disability and protected veteran status.

Offers are contingent on a background check and drug screen.

We read every application and reply within about a week.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Selwyn State Bank, LLC.