Email Specialist, Online Support

Upgrade • Phoenix, AZ

41d • Onsite

About The Position

We are seeking dedicated e-mail specialists to join our dynamic Online Support team. In this vital role, you will deliver exceptional customer service by efficiently managing and responding to customer inquiries via email, ensuring a positive experience and fostering customer satisfaction.

Requirements

• 1+ years experience in the banking, financial services, or a related industry
• Account Servicing expert; Team player
• Attention to detail
• Excellent verbal and written communication skills
• Excellent grammar and punctuation
• Ability to identify process improvements and make recommendations
• Ability to multitask
• Strong problem solving and analytical skills
• Ability to thrive in a changing and fast-paced environment
• Proficient with Excel, Word, and Outlook
• Knowledge of Slack or other communication tools

Nice To Haves

• BA/BS or higher in related field
• Knowledge of Zendesk or other CRM applications
• Previous chat experience

Responsibilities

• Answer emails from various departments via Zendesk
• Provide a personalized customer experience via email
• Be an expert on our product and processes
• Bring a flexible mindset – you will be required to adopt to changing policy and procedures on a constant basis while maintaining a high quality to your work
• Provide exceptional external and internal customer service by ensuring that you have a customer experience focus mindset
• Meet or exceed production, quality, and customer service goals
• Punctual and consistent attendance is required. Must be available for overtime, holidays or weekend hours as needed
• Perform other related duties as needed

Benefits

• Great open office space
• Paid time off (PTO)
• 401K matching
• Comprehensive benefits package: Medical, dental, vision, life insurance & disability
• Conveniently located in the heart of Downtown Phoenix close to light rail and public transportation
• Paid parking or platinum pass
• New Hire Training Program
• Wellness Incentive Program
• Kitchen fully stocked with snacks and beverages

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees