Web Contact Center Senior Specialist

TIAA•Frisco, TX

1d•Onsite

About The Position

The Web Contact Center Senior Specialist provides systems and client support to customers through digital platforms. Under limited supervision, this job supports the resolution of non-routine and complex contact center issues. The Web Contact Center Senior Specialist is responsible for providing a positive customer experience and enhancing relationships between consumers and the company.

Requirements

Experience in technical support environment.
Experience in customer service support.
Experience with basic accounting skills.
Excellent communication skills, including the ability to explain technical issues in user-friendly language to non-technical end users.
Solid understanding of basic computer functions, mobile, both MAC and Windows Operating Systems.
FINRA Registrations SRC Indicator: NRF
Physical Requirements: Sedentary Work

Nice To Haves

High School Preferred
No Experience Required; 2+ Years Preferred
Career Level 3IC Preferred

Responsibilities

Offers customers troubleshooting and support through the organization's digital platforms (e.g. website, mobile app, etc.).
Provides outstanding customer service to ensure contact center service levels are achieved and exceeded.
Responds to customer inquiries based on broad knowledge of operational procedures and tools obtained through extensive work experience.
Refers customers to published materials, secondary sources or more senior staff.
Handles escalated and unresolved questions from less experienced contact center specialists.
Documents customer feedback and complaints.