Customer Service Representative (Hybrid -Marietta, Georgia)

CAN Capital•Marietta, GA

1d•Hybrid

About The Position

CAN Capital is seeking a highly skilled problem solver, with a keen eye for detail, who is passionate about providing world\-class customer care to small business customers in a friendly and courteous manner. The Customer Service Representative will provide information to customers in response to inquiries about products and services along with explaining how to use account features and solve customer portal problems. The customer service representative will receive, document, and resolve customer complaints while building customer loyalty. This is a hybrid position that requires office presence in Marietta, GA two days per week.

Requirements

Associate degree or higher is preferred.
2\-4 years of Customer Service experience in financial services industry and\/or Business to Business.
Strong communication and listening skills are required.
Verbal and written fluency in Spanish is desired
Intermediate proficiency with MS Office products: Teams, Outlook, Word and Excel.
Salesforce (or other Customer Relationship Management) and Confluence (or similar) software experience is preferred.
Ability to use, understand and use digital technology and information effectively is required.
Excellent customer service skills: communicating clearly, with empathy, adaptability, positive attitude, self\-control\/ patience, taking responsibility, effective listening, time management, willingness to improve, pro\-active problem solving.
Good organization, prioritization and attention to detail.
Must possess excellent multi\-tasking skills and be able to function under pressure.
Ability to calculate figures and amounts such as discounts, balances, and percentages.
Ability to solve practical problems and deal with a variety of subjects in a dynamic environment
Demonstrates characteristics such as flexibility, adaptability, responsive to coaching and feedback.
Ability to be productive in a hybrid environment.
Intellectual curiosity and drive to learn and grow.
Continuous improvement mindset (ability to identify and communicate opportunities for improvements to processes).

Responsibilities

Professionally handle incoming requests from customers and ensuring that the customers are attended to promptly and all their challenges are resolved without delay, via phone and email.
Listen and respond to customersâ needs and concerns with empathy, building rapport and creating a strong bond and relationship with the customer.
Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
Ensure that all policies and procedures, code of conduct and guidelines are strictly complied with.
Make every interaction matter in pursuit of resolving customer issues on the first contact, elevating customer satisfaction, and building loyalty.
Establish and promote cordial relationships with customers.
Maintain a balance between company policy and customer benefit in decision\-making.
Escalate customer matters to designated departments for further investigation.
Provide translation assistance to other departments as needed.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customerâs experience.
Process customer requests and account changes according to established department policies and procedures.
Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken, into specified databases.