Senior Customer Service Representative

We serve more than two million consumer, small business and commercial clients. Since 1986, the bank has grown through more than a dozen acquisitions. Founded in 1986, we now have 9,500 employees. Cash audits are unannounced, and balancing to the penny is expected.

Role overview:

The Senior Customer Service Representative answers customer calls, chats and emails about orders, billing and account changes. Remote position. Most of the team is in Springfield, but nobody is required to come in.

Job duties:

• Transfer calls to the right department with a warm handoff
• Complete required training and quality coaching sessions
• Meet targets for handle time, quality score and customer satisfaction
• Update customer records accurately
• Process returns, exchanges, refunds and address changes
• Look up orders, accounts and shipping status in the CRM and order system

Required qualifications:

• 5-7 years of customer service, retail, hospitality or call center experience
• Reliable attendance. Schedule adherence is tracked
• Typing speed of at least 35 WPM
• Basic computer skills (Windows, Outlook, web browsers)

Preferred qualifications:

• Bilingual English and Spanish (pay differential)
• Chat support experience

Schedule: Four 10-hour shifts, rotating weekend day

The salary range for this role is $29.00 to $32.50/hr. This range reflects base salary only.

What we offer:

• Health savings account (HSA) with employer contribution
• 401(k) with 4% match
• Paid holidays
• Employee assistance program

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Offers are contingent on a background check and drug screen.

Start: Immediately.

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