Potential start date: TBD
Location – Onsite in North Austin
Salary = $16/hr Potential temp to hire
Need financial support experience (recommended)
Schedule – Mon-Sat 8am-5pm CST to start.
Overview:
When customers have an issue with their card, these agents will support and resolve their
issues.
Inbound calls /chat/email
Responsibilities include but are not limited to:
- SME that understands the customer and agent experience intimately
- Provides real-time Specialist support as needed
- Reviews interactions with the lens of completely solving the customer’s issue
- Investigate complex customer facing challenges and provide timely resolutions
- Manage, monitor and respond timely and appropriately to complaints received directly
from call center staff
- Build relationships and effectively communicate across teams to share information and
insights
- Demonstrate effective analytical and communication skills while gathering and providing
information to customers, and formulating decisions
- Direct customer de-escalation
Tactically this looks like
- Assisting agents with live help via a communication tool
- Making outbound calls to customers
- Testing upcoming system changes and providing feedback
- Supporting Executive escalations
- Processing customer requests via email or other ticketing systems
- Taking ownership of the most challenging cases and finding complete resolution for the
Customer
Skills
- Deep SME that does not stop at the first answer
- Moves quickly to resolve the customers issue and provides feedback later
- Seeks out solutions and offers insights to challenging contacts
- Knows when to ask for help
- Follows direction well
- Strong de-escalation skills
- Outstanding verbal and written communication skills
- Ability to understand complex process connectivity
- Demonstrating the 4 H’s; Humble, Honest, Hungry, and Hustle
- Proven de-escalation techniques and abilities
- Positive attitude and willingness to work with teammates on accomplishing tasks and
responsibilities on an ongoing basis
- Ability to work independently with minimal supervision while knowing when to escalate
issues.
