Call Center Representative Inbound

  • location: Thousand Oaks, CA
  • type: Temp to Perm
  • salary: $18 per hour
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job description

Call Center Representative Inbound

A leading global provider of end-to-end payment solutions who's core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, card issuing and online cash solutions is looking to bring a motivated Customer Care Representative to join their team. If you are reliable with a the ability to problem solve with impeccable accuracy read on.

Customer Care Representatives handle incoming calls from Agent offices and merchants to answer questions regarding the merchant account. Tasks could include reconciling bank statements, updating account information, answering technical related inquiries, troubleshoot equipment/support software, and assisting with other inquiries or questions. Customer Care Reps are in many instances the first contact our merchants have with the company so accuracy, timeliness, and First Call Resolution are paramount for a successful position holder.

Responsibilities:
-Provide quality customer service and technical support to clients by identifying problems, researching and providing answers and if needed guiding the client through corrective actions.
-Keeps accurate records of client interactions by recording details of inquiries, comments, problems, etc. and notates action taken.
-Ask follow-up questions and check to ensure appropriate changes were made or answers given to resolve client???s need(s).
-Professionally refer unresolved or escalated calls to designated rep, Team Lead, or Management.
-Maintain and retain merchants by building rapport and providing a hospitable approach to assist merchant???s with their questions or concerns and seeking total satisfaction.
-Maintain a quality and quantity of work that falls within established standards
-Learn and maintain all needed customer service skill sets and related competencies
-Attend training sessions as assigned
-Educate merchants about new products and services offered.
-Effectively take ownership of and resolve issues received from merchants and perform needed follow-up.
-Communicate effectively at all levels ??? internally, externally, written and oral
-Communicate with other departments to identify issues, solve problems or share communication
-Follow all established procedures and policies
-Receptive to coaching/counseling and provided feedback with positive attitude
-Initiate and/or take part in department improvements as directed by management
-Able to maintain composure during high volume, high stress situations
-Manage time efficiently; meet personal and departmental goals and work effectively within the team
-Other responsibilities as assigned or requested by management

Working hours: 8:00 AM - 5:00 PM

Skills:
-Ability to handle a high volume of calls while maintaining accurate and timely service
-Ability to maintain composure when merchant may be unhappy with service(s) or suggested resolution
-Active Listener: giving full attention to others, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
-Critical Thinker: using logic and reasoning to identify the strengths and weaknesses of alternate solutions or approaches to problems.
-Coordination: adjusting actions in relation to others' actions
-Adaptable, flexible, and willingness to embrace change as needed
-High level of integrity and trustworthiness due to the sensitivity and confidentiality of information and data that is handled
-Strong initiative and dedication to quality
-Effective time management skills
-Highly organized with advanced multi-tasking and follow-up skills
-Ability to learn new ideas and technologies quickly and accurately
-Ability to handle high stress situations and quickly adaptable to change in a fast-paced environment
-Excellent written and verbal communication skills with all levels of colleagues, clients, vendors, etc.
-Ability to prioritize effectively in order to satisfy the needs of the customer, both internal and external, as well as management
-Strong and proactive problem solving skills and ability to reason and resolve with little or no guidance
-Good command of the English language, both written and spoken.
-Self-motivation and self-reliance
-Excellent judgment and decision making skills
-Must be adaptable, flexible and willing to change with a positive attitude
-Basic computer skills
-Attention to detail and accuracy
-Ability to understand and follow written and verbal instructions
-Professional appearance and demeanor.

Education:
High School

Experience:
Experienced

Qualifications:
-High School Diploma or equivalent
-Six months customer or technical support experience. Merchant Services industry a plus
-Call center experience not required but preferred


Send your resume to lilyana.rubiowuence@randstadusa.com

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law. San Francisco Fair Chance Ordinance: Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

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