Customer Service Representative - Retail Account

KEY JOB RESPONSIBILITIES
- Provides back office support to customer service representatives by assisting with processes, answering questions, doing research and handling any other detailed or extensive customer issues for inbound customer calls
- Data entry
- Identifies the processes and methods that make the most effective responses for customers
- Accountable for meeting daily, weekly and monthly goals for current projects and responsibilities
- Responds to requests for assistance and/or possible processing of credit card authorizations
- Provides feedback reports on call issues related to downtime and/or training issues works on special projects as requested

JOB REQUIREMENTS
- Minimum Education and Experience:
- High School Diploma or GED required; college degree preferred: College undergrad
- 1-2 years’ previous experience in a receivables management, collections and contact center environment, preferred
- Customer service experience a plus
- Phone-related customer service a major plus
- Familiarity with Microsoft Windows, Word, and Excel applications
- Bilingual language skills a plus

Knowledge, Skills and Abilities:

- Stellar customer service skills – and an overwhelming desire to make lives better, one interaction at a time
- Knowledge of phone dialer functions and call campaigns
- Understanding of collections regulations, including but not limited to Fair Debt Collections Practices Act (FDCPA), Unfair, Deceptive, or -Abusive Acts, or Practices (UDAAP)
- Negotiation skills and assertiveness
- Ability to use phone and computer systems
- Excellent oral and written communication skills
- Strong listening/comprehension skills
- Ability to stay composed and objective
- Patience/empathy
- Flexibility and versatility in problem analysis and resolution

WORKING CONDITIONS
Work Environment
- A climate controlled, contact center environment – filled with amazing people, incredible career opportunities and the occasional dance-off
- Constant usage of phone and computer systems

Physical Demands
- Constant sedentary work. You’ll typically be sitting for most of the time, so be sure get up and stretch once in a while. Your circulatory system will thank you.
 
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.