CCC Specialist - Martinsville
About The Position
The Customer Contact Center Specialist serves as a liaison between the company and current and potential customers. The role focuses on resolving customer issues, complaints, and inquiries while keeping customer satisfaction central to decisions and interactions. The specialist handles inbound and outbound calls, researches customer needs, provides solutions or alternatives, records conversations in the call center database, and escalates issues to a Supervisor when needed. The role also involves learning and staying current on bank products, product requirements, and compliance issues; identifying opportunities to upsell; and meeting individual and team targets. The position may require supplemental hours periodically and limited occasional travel during and after business hours.
Requirements
- High school diploma or equivalent.
- Strong phone and verbal communication skills, along with active listening.
- Customer focus and adaptability to different personality types.
- Ability to multitask, set priorities, and manage time effectively.
- Ability to sit at a desk for long periods and use a computer.
- Ability to occasionally move or lift up to 10 pounds.
Nice To Haves
- Prior experience in a customer support role.
- Prior banking experience and knowledge.
Responsibilities
- Manage large volumes of inbound calls in a timely manner.
- Make outbound calls as needed to obtain information from customers or follow up.
- Follow communication scripts for different topics.
- Adhere to internal procedures and stay current as changes or updates are made.
- Identify customers’ needs, clarify information, research issues, and provide solutions or alternatives.
- Upsell products when opportunities arise.
- Build sustainable customer relationships and engage customers by going the extra mile.
- Maintain comprehensible records of all conversations in the call center database.
- Attend educational seminars to improve knowledge and performance.
- Meet personal and team qualitative and quantitative targets.
- Learn about bank products and stay current on changes to product requirements or compliance issues.
- Escalate issues to a Supervisor when unable to assist a customer or when a customer is irate, as needed.
- Assist customers with basic inquiries and requests for loan or deposit inquiries, as applicable.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability coverage
- Other voluntary benefits
- 401(k)
- Paid time off
- Paid holidays
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
