Call Center Customer Service Specialist

Job Description:

• Supporting a live call queue during scheduled project hours.
• Using company-provided equipment to access multiple systems and tools.
• Handling back-to-back inbound calls involving complex fraud-related situations.
• Following documented procedures to ensure accurate and consistent call handling.
• Multi-tasking while on calls to collaborate with multiple levels of support to resolve callers’ concerns (Tier 2, Tier 3).
• Managing emotionally challenging interactions while maintaining professionalism.
• Communicating effectively in a fast-paced virtual environment.
• Completing additional tasks and duties as assigned.

Requirements:

• Minimum of 1 year relevant customer support experience, handling complex situations, preferably involving various types of fraud.
• Strong technical ability to navigate computer systems and efficiently access customer information.
• Ability to work Monday-Friday 10:00 AM -6:00 PM EST (no weekends currently required)
• Ability to provide accurate, unbiased information to callers
• Strong critical thinking skills while following documented processes and procedures
• Resilience in handling common customer support challenges, including frustration, emotional interactions, and uncertain situations.
• High school diploma or equivalent (college degree or some college coursework preferred)
• Ability to successfully pass a background check
• Strong communication skills for interacting with customers, team members, and leadership.
• Professionalism, empathy, patience, respect, and a strong team-oriented mindset.

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