Customer Service Representative

The Customer Service Representative at Beyond Finance serves as the primary point of contact for clients enrolled in the company's financial hardship programs. They are responsible for providing a helpful and caring customer service experience over high volume inbound and outbound client phone calls. The role requires proactive issue resolution, strong communication skills, and the ability to work independently and as part of a team. The Customer Service Representative must also possess excellent problem-solving skills and be proficient in navigating computer systems to obtain and document information. Overall, the role is critical in maintaining Beyond Finance's white glove service standard and ensuring a positive experience for clients.

• Provide a helpful and caring customer service experience over high volume inbound and outbound client phone calls
• Respond to client requests, anticipate unstated needs, and educate them on our programs
• Proactively identify, analyze, and resolve client issues
• Exhibit strong written/verbal communication skills and excel at customer interaction
• Develop and maintain positive client relations
• Work collaboratively with other departments within the company
• Drive retention of clients through bolstering product knowledge and providing best-in-class service
• Operate, navigate, and troubleshoot a desktop computer to obtain and extract information
• Research through multiple computer programs/systems simultaneously and document information in the CRM database
• Apply troubleshooting techniques to resolve complicated technical or configuration issues
• Continuously learn, interpret, and utilize company and industry knowledge
• Meet and exceed client centric performance expectations focused on quality of service and efficiency
• Engage with feedback to leader

• Complete a four-week training program
• Provide superior customer service and a positive experience to clients
• Work in a remote call center environment
• Handle high volume inbound and outbound client phone calls
• Proactively identify, analyze, and resolve client issues
• Exhibit strong written and verbal communication skills
• Develop and maintain positive client relations
• Work collaboratively with other departments within the company
• Drive retention of clients through bolstering product knowledge and providing best-in-class service
• Operate, navigate, and troubleshoot a desktop computer
• Research through multiple computer programs/systems simultaneously
• Document information, activities, and changes in the CRM database
• Continuously learn and utilize company and industry knowledge
• Meet and exceed client-centric performance expectations
• Engage with feedback from leaders

• Considerable employer contributions for health, dental, and vision programs
• Generous PTO, paid holidays, and paid parental leave
• 401(k) matching program
• Merit advancement opportunities
• Career development & training
• Uplifting, collaborative work environment
• Team spirit and culture of community and belonging