What are the responsibilities and job description for the Media/ Customer Service Agent - Contact Center position at Roundstone Professional Services Group?
Customer Service Agent
Wage/Hour Status: Non-Exempt
PRIMARY PURPOSE:
Act as a liaison between customers and the various departments of the company. Assist with complaints, account questions, billing issues and/or questions, loan account and personal information adjustments, and other queries. Operate in compliance with policies and procedure guidelines for servicing customers. Maintain professionalism in conversation with each customer/company.
MAJOR RESPONSIBILITIES AND DUTIES:
1. Being on time and ready to work at scheduled time and shift; being organized; keeping up to date on any and all assigned training.
2. Using a complete knowledge of phone software systems to answer incoming phone calls communications and route calls accordingly to customer needs.
3. Ability to handle multiple media platforms to communicate with customers via live chat, text, and email.
4. Scheduling customer payment requests; performing bank calls as needed when customers call ask to update accounts and re-contracting customers when necessary after changes are made.
5. Answering emails, documenting incoming emails on customer accounts, and routing necessary emails to correct departments.
6. Applying payment discounts and/or adjustments when appropriate.
7. Sending wire transfers to customers on requested same-day funding loans
8. Provide customers with alternative hardship repayment plans (Retention duties), setting up resultant payment plans, and documenting these arrangements in appropriate tracking reports.
9. Contacting customers by phone to provide payment reminder information as well as quality assurance surveys when appropriate.
10. Perform other job duties as specifically assigned by management.
Mental Demands:
Reading; ability to perform basic arithmetic; ability to communicate effectively (verbal and written); maintain emotional control under stress; maintain a clear focus on customer service;
Physical Demands:
Repetitive hand motions, frequent interruptions, moderate standing, stooping, bending, and lifting.
EQUIPMENT USED:
Computer, scanner, calculator, printer, fax, and copier.
Job Type: Full-time
Pay: $12.50 - $15.00 per hour
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Application Question(s):
- If offered a position, are you willing to take a pre-employment drug test and agree to a background check?
Work Location: One location