Customer Service Representative
Beyond Finance
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Posted:
August 4, 2023
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Remote
About the position
The job overview for this position is that the Customer Service Representative serves as the primary point of contact for clients enrolled in Beyond Finance's financial hardship programs. They are responsible for providing superior customer service and a positive experience to clients through high volume inbound and outbound client phone calls. The representative must anticipate client needs, resolve issues, and educate clients on the programs offered. This role requires strong communication skills, the ability to work independently and as part of a team, and a dedication to delivering excellent service.
Responsibilities
- 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
- Engage with feedback to leader
Requirements
- Excellent customer service skills
- Strong written and verbal communication skills
- Ability to handle high volume inbound and outbound client phone calls
- Proactive problem-solving and critical thinking skills
- Ability to anticipate client needs and provide first call resolution
- Ability to work in a remote call center environment
- Ability to work weekends and evenings
- Proficiency in using desktop computers and navigating multiple computer programs/systems
- Strong attention to detail and ability to document information accurately
- Continuous learning and ability to stay up-to-date with company and industry knowledge
- Ability to meet and exceed client-centric performance expectations
Benefits
- 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