Customer Support Specialist I

Company: Eastern Bank
Location: Lynn
Posted on: September 24, 2022

Job Description:

This role serves as first line response for the basic incoming customer calls. - -The Customer Support Specialist must accurately and expediently answers inquiries on all types of new and existing products and services. - Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures. - - Is responsible for achieving entry level departmental service standards and sales goals as set forth by senior management. - Must develop the necessary skills to work independently in a remote or onsite environment Responsibilities: Serves as bank's first line of response on inbound customer telephone calls regarding all types of existing accounts and services.

• Must maintain a detailed knowledge base of bank's basic products, services, policies, procedures, maintenance and regulatory requirements. Is able to handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer. - -
• Actively listens to determine full extent of customer's needs while appropriately applying different approaches to affect desired outcome.
• Ensures effective customer communication by utilizing superior verbal and written skills. -
• Must be able to handle basic customer complaints and problems with minimal assistance. - Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
• -Responsible for achieving entry level sales and service standards as set forth by senior management. Requirements: Education and Experience:
  • Associate's Degree or related knowledge/skills base gained through experience preferred.
  • Customer Service background preferred.
  • Call Center experience preferred
  • Service and sales background a plus
  • PC and data entry skills required
  • Proven previous job stability a must Skills/Knowledge:
    • Excellent written communication skills
    • Excellent verbal and listening skills including good grammar, tone of voice and diction
    • Ability to work effectively with others in a diverse population
    • Punctuality and consistent work attendance is required
    • Bilingual a plus Working Conditions:
      • Must be flexible and adaptable about work schedules, which may include evenings and weekends
      • Must have the ability to use a headset and sit for long periods of time
      • Must be able to work in a fast paced, high volume work environment
      • Moderate to high noise level CB2

Keywords: Eastern Bank, Lynn , Customer Support Specialist I, Other , Lynn, Massachusetts