TruStage · 5 hours ago

Contact Center Representative II

Remote - USA

Full-time

Remote

Entry Level

$40K/yr - $60K/yr

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Financial Services

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Responsibilities

Manage Incoming Customer Calls: Diagnose and resolve customer issues by taking appropriate actions in a timely and professional manner. Ensure customers’ concerns are managed and provide clear instructions when necessary.

Demonstrate Empathy and Professionalism: Approach each customer interaction with patience, empathy, and professionalism to build strong, positive customer relationships.

Maintain Customer Records: Accurately document all customer interactions, ensuring detailed records for compliance, future reference, and consistent service quality.

Achieve Key Performance Metrics: Consistently meet or exceed established performance targets for Efficiency, Quality, Attendance, Adherence and Cross Sales.

Qualification

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Technical Proficiency

Required

High school diploma or equivalent work experience required.

Exceptional customer service abilities, with a proven history of building positive rapport and resolving issues to ensure customer satisfaction.

Excellent verbal and written communication skills, with strong active listening abilities to fully understand customer needs and provide clear, accurate responses.

Strong critical thinking and problem-solving abilities, with the capacity to analyze customer issues and determine the most effective course of action.

Proven ability navigating multiple systems, platforms, and applications with ease and efficiency. Comfort with learning new software and technology quickly.

Willingness and ability to quickly learn company-specific tools, software, and processes. Must attend required training and apply knowledge to daily tasks.

Demonstrated ability to manage multiple tasks simultaneously while consistently delivering quality service and to detail.

Ability to adapt to changes in processes, tools, and customer expectations in a dynamic, ever-evolving environment.