Customer Care Rep

ABC Financial Services•Remote TX, TX

1d•Remote

About The Position

This position is directly responsible for handling inbound and outbound calls and mail while providing quality service to customers. This position is directly responsible for the overall productivity of the call center.

Requirements

High diploma or equivalent
Remote work experience is beneficial
Ability to communicate clearly and professionally, both verbally and in writing
Ability to manage multiple tasks in a fast-paced, high-volume environment
Strong attention to detail and problem-solving skills
Ability to handle difficult conversations and de-escalate issues
Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to learn new systems
Ability to work scheduled shifts, including evenings and potential weekend/holiday coverage, based on business needs
Ability to participate in a structured training period and maintain consistent attendance
Ability to meet performance expectations related to quality, productivity, and adherence
Reliable internet connection and a workspace that supports a productive remote environment

Nice To Haves

Bi-lingual is a plus
1-2 years Customer Service experience preferred

Responsibilities

Responsible for taking inbound calls and processing mail directed from the queue
Assist clients and their members via inbound calls, emails, and live chat
Research member accounts to ensure all requests align with club policies.
Communicate with clients and members when additional documentation is needed.
Ensure accuracy and proper documentation of all interactions.
Meet or exceed Key Performance Indicators (KPIs) including adherence, call times, and quality.
Handle high volume inbound interactions in a fast paced environment.
Collaborate with internal teams to resolve complex issues.