Senior Contact Center Specialist

About the role

As a Senior Contact Center Specialist, you will be responsible for providing exceptional customer service to Teachers Federal Credit Union members through phone and chat interactions. You will manage multiple queues, escalate issues, and ensure timely resolution of member inquiries.

Responsibilities

• Handle high-volume call volumes and chat sessions efficiently
• Escalate complex issues to appropriate departments and follow up until resolved
• Provide accurate and helpful information to members regarding products and services
• Manage multiple queues and prioritize member requests
• Train and mentor junior agents to improve their skills
• Contribute to the development and implementation of contact center policies and procedures

Requirements

• Bachelor's degree in Business Administration, Communications, or related field
• Minimum of 3 years of experience in a customer service role
• Proven ability to handle stressful situations and maintain composure
• Strong communication and interpersonal skills
• Proficiency in Microsoft Office Suite
• Experience with CRM systems is a plus

Qualifications

• Excellent problem-solving and decision-making skills
• Ability to work independently and as part of a team
• Knowledge of credit union products and services
• Passion for providing excellent customer service

Skills

• Customer service orientation
• Technical proficiency with CRM systems
• Effective time management and multitasking abilities
• Strong written and verbal communication skills

Benefits

• Competitive salary package
• Paid time off
• Vacation and holiday pay
• Health insurance options
• 401(k) retirement plan

Pay

The salary range for this position is $50,000 - $70,000 annually.

Schedule

This position offers a flexible schedule with the option to work either a 4x10 hour shift or a 5x8 hour shift.