Customer Service Representative

About the role

Our Customer Service Representative serves as the primary point of contact for clients enrolled in Beyond Finance’s financial hardship programs. They are Beyond’s caring voice to the client and guide them from enrollment through graduation.

Responsibilities

• Provide a helpful and caring customer service experience over high volume inbound and outbound client phone calls of varying complexity by responding to client requests, anticipating unstated needs, and educating them on our programs in a remote call center environment
• Proactively identify, analyze and resolve client issues by utilizing active listening and critical thinking to provide first call resolution with focus on the customer relationship
• Exhibit strong written/verbal communication skills, excel at customer interaction, and deliver practical solutions
• Develop and maintain positive client relations and work collaboratively with other departments within the company to ensure client requests and questions are appropriately handled in a timely manner
• Operate, navigate, and troubleshoot a desktop computer to obtain and extract information; research through multiple computer programs/systems simultaneously and document information, activities and changes in the CRM database (Client Relationship Management System) for client accounts
• Apply various troubleshooting techniques to resolve complicated technical or configuration issues
• Continuously learn, interpret and utilize company and industry knowledge, practices, and procedures to deliver accurate and up-to-date solutions
• Meet and exceed client centric performance expectations focused around quality of service and efficiency
• Engage with feedback to leader and team to collaborate and streamline workflows

Requirements

Minimum 1 year relevant call center experience

Bilingual - Spanish (preferred)

Reliable, high speed internet connection with ethernet

Strong computer technical skills with the ability to learn and navigate complex systems

Excellent communication skills (written, verbal, and listening)

You operate with understanding, active listening, patience, empathy and kindness to customers

Strong interpersonal skills and can independently handle routine and complex client inquiries

Have a people-focused approach and solution mindset, you’re an effective problem solver

Effective at time management, planning & organizing tasks

Ability to work from home in a distraction free environment

Qualifications

Not specified

Skills

Not specified

Benefits

Considerable employer contributions for health, dental, and vision programs

Generous PTO, paid holidays, and paid parental leave

401(k) matching program

Merit advancement opportunities

Career development & training

And finally, our team spirit and culture!