Customer Service

Cincinnati, OH 45203

Post Date: 07/02/2018 Job ID: JN -072018-109730 Industry: CALL CENTER
Job Description: The Call Center Agent will provide customer servicing in both an inbound and outbound environment relative to all facets of post origination portfolio management. The Call Center Agent will work to resolve any customer concerns. Essential Duties & Responsibilities - Answer inbound calls from customers regarding their accounts - Maintain customer files by obtaining updated demographic and financial information on each call and maintain clear and concise documentation of all attempts and/or contact made and received - Document customer interactions - Take ultimate accountability for the achievement of goals set forth for them by management - Perform payment authorizations - Handle incoming calls from customers to answer questions about their account, resolve issues, update account information, etc. - Process customer requests to make changes to their accounts - Ensure proper payment schedules on customer accounts - Educate customers on the leasing program - Maintain high levels of quality by following established procedures and make recommendations on ways to improve policies and procedures Other Duties and Responsibilities - Provide support to direct Supervisor and Management team. - Complete various administrative tasks as assigned by Management. - Assist with training/onboarding of new agents through shadowing, mentoring, and coaching/feedback sessions. - Day-to-day support of peers with questions pertaining to application of company processes and procedures. - Maintain relationships and proactive communication habits with internal departments and management to facilitate the resolution of issues outside the scope of responsibility. Minimum Knowledge, Skills and Abilities Required: - Customer Service Experience - High school diploma or GED equivalent - PC skills; Microsoft Office - Excel, Word, & Outlook - Ability to work under pressure with strict time deadlines - Strong written and communication skills to communicate with all levels of management required - Flexible schedule (ability to work evenings and/or weekends as scheduled) - Ability to work as a team and interact with other departments

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