Job Details

NOW HIRING!! A-Line is seeking a dedicated and enthusiastic Contact Center Specialist to join our team. As the first point of contact for our customers, you will provide top-notch service by answering inquiries, addressing issues, and ensuring customers have a positive experience with our company. You will play a key role in ensuring customer satisfaction through active listening, problem-solving, and delivering solutions in a timely and professional manner.Job Title:Contact Center SpecialistPay:$21.50 per hourLocation:East Providence or Johnston, RIShifts Available (After 4 Weeks of Training):Monday-Friday 9:00 AM - 5:30 PMMonday-Friday 9:30 AM - 6:00 PMMonday-Friday 10:30 AM - 7:00 PMMonday-Friday 10:00 AM - 6:30 PMKey Responsibilities:Customer Service:Receiving Customer Calls: Answer incoming calls, greet customers warmly, and maintain an upbeat and helpful demeanor to create a positive first impression.Verifying Customer Identity: Ensure confidentiality and legal compliance by requesting and verifying personal information against system data.Active Listening: Give customers the space to fully explain their issues, ask clarifying questions, and show empathy, especially when interacting with upset customers.Adapting Communication: Modify speech rate, tone, and content to ensure customer understanding and comfort.Explaining Policies & Products: Assist with customer questions, explain product features, provide online banking assistance, and clarify general bank services.Researching Customer Issues: Investigate transaction history and customer relationships to identify the source of issues and resolve concerns.Providing Solutions: Offer appropriate solutions, provide options to the customer, and encourage acceptance to ensure satisfaction.Problem-Solving: Assist customers with tasks like activating/reissuing cards, ordering checks, updating information, executing stop payments, and processing overdraft protection applications.Operations:Documenting Customer Interactions: Record call details, update customer profiles, track customer satisfaction, set follow-up reminders, and input notes for future reference.Referring to Specialists: Recognize when a specialist (e.g., fraud department, supervisor) is needed to resolve customer issues efficiently.Operating Technology: Use phone and computer systems to retrieve information, manage emails/calendars in Outlook, reset customer passwords, and handle data across banking platforms.Multitasking: Effectively manage multiple tasks such as conversing with customers, resolving issues, and identifying sales opportunities simultaneously.Learning & Compliance: Stay up-to-date with product/service updates, policies, and compliance requirements through ongoing training to ensure adherence to regulations and accuracy in customer interactions.