Customer Support Specialist I

Eastern Bank • Wakefield, MA

9d • $21

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. 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.

Requirements

• PC and data entry skills required
• Proven previous job stability a must

Nice To Haves

• Customer Service background preferred.
• Call Center experience preferred
• Service and sales background 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.

Benefits

• Eastern offers a robust benefits and retirement package.
• Please see the description of benefits included with this job posting for additional information.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree