Contact Center Specialist I - Part-time

Northwest Bank•Erie, PA

About The Position

Contact Center Specialists provide quality and efficient customer service to clients using multiple customer databases and provide technical assistance as required. They work to achieve monthly call quality performance standards while educating clients about products and services. The Contact Center is open Monday through Friday from 8:00 AM to 8:00 PM and Saturday from 9:00 AM to 1:00 PM, and is closed on regular bank holidays. Evening shifts and Saturday hours are worked on a rotating basis. A shift differential is available for hours worked after 5:00 PM.

Requirements

High school diploma or equivalent preferred.
Associate degree in a related subject preferred.
Customer service experience preferred.
Good technological background preferred.
Ability to establish effective working relationships with team members and participate in problem-solving and decision-making.
Ability to communicate ideas and information clearly and concisely, orally and in writing, in a manner appropriate to the audience.
Ability to actively listen, share information, and facilitate an open exchange of ideas and information.
Ability to plan and track work toward specific goals and use resources such as time and information effectively.
Ability to make sound decisions using perceptive and analytical processes and good judgment in ambiguous situations.
Knowledge of Northwest products and services.
Knowledge of computers, mobile app and bill pay systems.
Knowledge and proficiency with debit and credit card systems.
Knowledge of Northwest's automated system.

Nice To Haves

High school diploma or equivalent.
Associate degree in a related subject.
Customer service experience.
Good technological background.

Responsibilities

Meet productivity standards and complete work in a timely manner.
Comply with scheduling requirements and attendance standards.
Maintain client and Northwest confidentiality.
Meet service-level and Contact Center performance standards.
Serve as a Contact Center orientation trainer.
Identify and resolve customer problems efficiently; gather and analyze information and develop alternative solutions.
Manage difficult or emotional customer situations and respond promptly to customer needs and requests.
Speak clearly and persuasively in positive or negative situations, and meet commitments.
Educate clients on the benefits of Northwest products and services.
Approach others tactfully and react well under pressure.
Demonstrate accuracy, thoroughness, excellent listening and interpretative skills, and a commitment to improving quality.
Establish collaborative customer relationships in a fast-paced environment and aim to resolve inquiries using a First Call Resolution approach.
Use established call policies, procedures, and scripts appropriately.
Provide support for Northwest technical products and services, including troubleshooting online access issues.
Make outbound calls as instructed and document results.
Comply with Northwest policies and procedures and Federal and State regulations.
Use Microsoft Office, computer applications, and department-specific software to maximize technology tools and efficiency.
Work as part of a team and with on-site equipment.