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Contact Center Representative
DFC Global Corp
Malvern, PA, United States
Job Details - this job has expired, please see similar jobs below
We are looking for a Customer Care Representative that will be the liaison between our company and its current and potential customers. The successful candidate will present products, provide services and support to customers. Guide customer interactions towards completing current actions and upselling new products and services via phone, chat, text and e-mail with a high degree of customer service, expertise, and timeliness.
What do we need?
You to have an amazing personality and communication style.
That you are super-organized and are a problem solver.
That you take pride in everything that you do, and it shows.
And most importantly that you have unquestionable integrity.
Why work for us?
We invest in our employees, and offer extensive training, and development programs to set you up for future success.
If we sound like a fit, and you’re ready to start an exciting career with an organization that fosters employee growth, apply today!
Job Description
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions
• Reach out to customers via phone, e-mail, text or chat to follow up on loan applications, inform them of expiring debit cards, present special offers and assist them in activating extended features of their accounts.
• Seize opportunities to upsell products when they arise and build sustainable relationships and engage customers by going the extra mile
• Track calls and conversion criteria using new and existing tracking systems, including spreadsheets, word reports and online tracking tools.
• Research and respond to customer account issues as they pertain to upsell offers and promotions.
• Acquire and maintain knowledge of relevant products, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
• Attend training sessions offered within the Customer Service Center and maintain up to date annual training requirements when required.
• Assist in or participate in team projects that enhance the quality or efficiency of the outbound calling efforts.
• Assist in Customer Service Center special projects.
• Handle escalations as assigned.
• Meet expected level of performance standards for inbound and outbound calls per hour, sales attempts, conversions, accounts processed and attendance/schedule adherence.
• Meet personal/team qualitative and quantitative targets
• Ability to work a flexible work schedule based around the Loan Verification and Customer Service Center operating hours.
• Perform other duties as assigned.
Qualifications
EDUCATION
• High School Diploma or equivalent required
• Bachelors degree preferred
EXPERIENCE
The ideal candidate will have prior experience in Microsoft Word, Excel, Outlook, and previous experience in call center, and a customer service setting. Previous experience in a customer service, inbound and outbound phone, text, email and chat.
SKILLS
The ideal candidate will have prior experience in Microsoft Word, Excel, Outlook, and previous experience in call center / customer service setting handling inbound and outbound phone, text, email and chat discussions.
PROBLEM-SOLVING
• Exceptional problem solving relating to our products and services.
• Issues beyond the Loan Specialist abilities are forwarded onto the Manager or appropriate departments for resolution.
Additional Information
We offer a full benefit package, 401k matching, tuition reimbursement, free gym access, 12 paid holidays, paid time off, etc.
All your information will be kept confidential according to EEO guidelines.