Customer Service Representative III

U.S. Bank•Remote, KS, MO

4d•$20 - $23

About The Position

U.S. Bank’s Voyager Fleet provides businesses with solutions for managing fuel, maintenance, EV charging, tolls, and other fleet expenses. Its Customer Service team supports corporate fleet customers and their drivers, who operate nationwide and at all hours. The business operates 24 hours a day, seven days a week, including holidays and during natural disasters, so reliable coverage across operating hours is essential. The Customer Service Representative III provides high-quality customer service by responding to telephone inquiries, requests, and problems. The role researches and analyzes customer issues and provides solutions that meet customers’ needs. The permanent schedule is Sunday through Thursday, 2:30 p.m. to 11:00 p.m., with Friday and Saturday off. Eligible evening hours receive a 10% shift differential. Training lasts approximately six weeks, Monday through Friday, 8:00 a.m. to 4:30 p.m., followed by approximately two weeks of on-the-job training before transitioning to the permanent schedule.

Requirements

High school diploma or equivalent.
Typically four to five years of relevant experience.
Effective telephone and interpersonal skills.
Strong problem-solving and negotiation skills.
Ability to handle difficult customer calls.
Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications.
Good time management skills to maximize the number of clients assisted while maintaining a high level of customer service.

Nice To Haves

Thorough knowledge of concepts, practices, policies, and procedures of banking products and services.

Responsibilities

Respond to customer telephone inquiries, requests, and problems.
Research and analyze customer issues and provide solutions that meet customer needs.
Resolve customer inquiries and problems on first contact when possible.
Provide customers with account information.
Resolve or refer billing disputes.
Correct payment errors and revise fees and finance charges as appropriate.
Perform account maintenance.
Take card, check, or other orders.
Act on lost or stolen cards or checks.
Research customer problems that could not be resolved during the initial contact.
Identify and resolve or escalate problems while managing time to assist customers effectively.

Benefits

Medical, dental, and vision healthcare coverage.
Basic term and optional term life insurance.
Short-term and long-term disability coverage.
Pregnancy disability and parental leave.
401(k) and employer-funded retirement plan.
Paid vacation, from two to five weeks depending on salary grade and tenure.
Up to 11 paid holiday opportunities.
Adoption assistance.
Sick and Safe Leave accruals of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
Incentive and recognition programs.
Equity stock purchase program.
Pension, subject to eligibility requirements.