Customer Support Specialist I

Eastern Bank • Wakefield, MA

2d • $21 • Hybrid

About The Position

This role serves as first line response for the basic incoming customer calls.
The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services.

Customer Support Specialist I & II: This role serves as first line response for
the basic incoming customer calls. The Customer Support Specialist must
accurately and expediently answer inquiries on all types of new and existing
products and services. Must maintain a thorough knowledge base of bank/call
center products, services, policies, and procedures. Is responsible for
achieving entry level departmental service standards and sales goals as set
forth by senior management. Must develop the necessary skills to work
independently in a remote or onsite environment.

Customer Support Specialist III: This role serves as first line response for
incoming customer inquiries via multiple communication channels such as chat,
email, and telephone. The inquiries will have a varying degree of complexity.
The Support Specialist must accurately and expediently answer inquiries on all
types of new and existing products and services. Must maintain a thorough
knowledge of bank products, services, policies, and procedures. responsible
for achieving departmental service standards and sales goals as set forth by
senior management. Must be able to work independently in a remote and on-site
environment. Service standards and sales goals as set forth by senior
management. Must be able to work independently in a remote and on-site
environment.

Requirements

• Associate’s degree or related knowledge/skills base gained through experience preferred.
• Customer Service background preferred.
• Call Center experience preferred
• Service and sales background a plus
• PC and data entry skills required
• Proven previous job stability a must
• Excellent written communication skills
• Excellent verbal and listening skills including good grammar, tone of voice and diction
• Ability to work effectively with others in a diverse population
• Punctuality and consistent work attendance is required

Nice To Haves

• Bilingual a plus

Responsibilities

• Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.
• Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements. Can handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer.
• Actively listens to determine full extent of customer’s needs while appropriately applying different approaches to affect desired outcome.
• Ensures effective customer communication by utilizing superior verbal and written skills.
• Must be able to handle basic customer complaints and problems with minimal assistance. Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
• Responsible for achieving entry level sales and service standards as set forth by senior management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees