Coordinator - Customer Care - Seasonal

Redstone Federal Credit Union

20h

About The Position

The role of the Customer Care Coordinator is to develop customer relationships to increase customer loyalty and interact with customers in an efficient and professional manner. The Customer Care Coordinator is responsible for answering incoming calls from customers, answering inquiries and questions, handling complaints, troubleshooting problems and providing information that ultimately resolves the request. As this environment is fast paced, you must be able to work under pressure and accurately process a high volume of calls on a daily basis and follow up with the request until it is resolved. You will be expected to provide the highest level of customer service in a friendly and helpful manner. This position requires an eye for detail and the ability to adapt to changing workloads and requests. Demonstrates our “True North” attributes: voice of the customer, respect for the individual, no nonsense communication and utilization of facts, servant leadership and has a continuous improvement mindset in every facet of leadership and daily interaction. Leads, collaborates and demonstrates the lean principles and utilizes the lean methodologies and tools to facilitate continuous process improvements and value creation for our customers, employees and shareholders. Actively utilizes lean tools (VSM, Kaizen, A3, etc.) to inform and assess business opportunities to drive continuous improvement. Lead and participate in Kaizen and value stream mapping activities.

Requirements

Associates or Bachelor’s Degree preferred but not required
1-3 years experience in Customer Service
Knowledge of inbound/outbound call center processes
Strong Customer Service Skills
Proven ability to work cooperatively as a member of a team as well as work independently to achieve goals and targets
Ability to follow through on requests and successfully close issues
Proven ability to maintain accurate and detailed records
Excellent oral and written communication skills
Demonstrated creative problem-solving skills
Prepare special reports upon request
Basic computer skills including Excel, Word, & Outlook

Nice To Haves

CRM preferred but not required

Responsibilities

Inbound and outbound call management in efforts to satisfy the customer’s queries with the best knowledge & expertise.
Process orders in system
Accurate and timely follow up for internal and external customers.
Ensure Customer Service levels are met or exceeded.
Identify, research, and resolve customer issues using the various methods.
Complete call logs and reports as needed.
Work in collaboration with internal and external customers to ensure appropriate standards are outlined and implemented.
May be required to perform miscellaneous tasks to provide additional support to the organization.
Proactively identify trends from customer contacts and review with manager
Make and assume other duties and responsibilities required or assigned by management.
Adhering to the Code of Business Ethics is essential. We value honesty and integrity above all else and we expect our employees to be committed to the highest ethical standards.
Maintain high safety standards. Safety is personal for us all.