TP

Banking Customer Experience Specialist

TP

full-time

Posted on:

Origin:  • 🇺🇸 United States • Tennessee

Visit company website
✨ AI Apply
Manual Apply

Job Level

Junior

About the role

  • Find innovative ways to respond to varying customer questions, issues, and concerns
  • Provide customer support via telephone and/or Internet (instant message, email)
  • Handle inquiries such as address changes, processing orders, warranty or billing/payment
  • Escalate product or technical issues to appropriate Product Support department
  • Serve as primary contact for inbound customer issues and process high volume inquiries
  • Troubleshoot problems, identify root causes, and use tools/resources to resolve issues
  • Escalate when unable to resolve and follow up on escalated issues for learning
  • Track and document inbound support requests and ensure accurate customer information
  • Meet quality standards, adherence to schedule, and average handle time targets
  • May provide guidance and mentoring to less experienced associates
  • This position is on-site in Bristol, TN

Requirements

  • High School Diploma or equivalent
  • IT/Network certifications/degrees preferred
  • Minimum of 6 months of customer service experience
  • Must be 18 years of age or older
  • Ability to type at least 25 words per minute
  • Proficient in PC operation and navigation
  • Entry-level network troubleshooting
  • Ability to set up home Wi-Fi network
  • Ability to set up and configure a router or switch
  • Core proficiency with a laptop or desktop computer
  • Comfortable with desktop computer systems and general knowledge of Windows-based systems
  • Customer service and/or sales experience preferred
  • College degree preferred but not required
  • Key competencies: Process Excellence; Collaboration; Communication; Organizational Skills; Emotional Intelligence; Open-Mindedness; Critical Thinking; Solution-Oriented