Customer Experience Specialist - On-Site

Teleperformance • Bristol, TN

2d • Onsite

About The Position

This on-site position in Bristol, Tennessee serves as a primary point of contact for banking customers. The specialist manages inbound and outbound communications and uses web-based tools to resolve inquiries and support a seamless, positive customer experience in a high-velocity environment.

The role involves responding to customer questions and concerns through phone, email, chat, and/or social media. It also includes de-escalating issues, escalating interactions when appropriate, assisting with requests and possible payment processing, documenting call-related information for auditing and reporting, providing feedback on call issues, and upselling when required.

Requirements

• High school diploma or equivalent.
• At least 6 months of customer service experience.
• Must be 18 years of age or older.
• Ability to type at least 25 words per minute.
• Proficiency in PC operation and navigation.
• Comfort with desktop computer systems and general knowledge of Windows-based systems.
• Ability to work on-site at the Bristol, Tennessee location.
• Ability to follow established procedures and focus on customer service.
• Ability to collaborate with team members, supervisors, and support departments.
• Strong communication, listening, analytical, organizational, and problem-solving skills.
• Ability to prioritize tasks and work well under pressure while remaining focused.
• Ability to accept feedback, adapt to evolving policies, and work within a structured schedule that includes a variety of shifts.
• Strong critical-thinking and solution-oriented skills.

Nice To Haves

• Customer service and/or sales experience.

Responsibilities

• Respond to customers by phone, email, chat, and/or social media to resolve questions or concerns.
• Calmly attempt to resolve and de-escalate issues.
• Escalate interactions when necessary and appropriate.
• Respond to requests for assistance and/or possible payment processing.
• Track call-related information for auditing and reporting purposes.
• Provide feedback on call issues.
• Upsell when required.

Benefits

• Eligible team members may receive medical, vision, and dental coverage.
• Employment Assistance Programs, health and personal time off, and eligible leave programs.
• 401(k) plan.
• Life insurance.
• Supplemental medical coverage.
• Critical care insurance.
• Pet insurance.
• Flexible spending account plans.
• Retailer discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED