Summary:

The Customer Service Representative III is responsible for addressing customer inquiries and resolving issues, with a primary focus on delivering exceptional customer service.

Essential Job Duties and Responsibilities:

Receiving inbound customer calls.  Identify what are the customer’s needs and then route them to the appropriate department.

Making outbound calls through our dialer or some manually based campaigns

Handling of inbounds calls of higher difficulty

Able to consistently meet requirement for transfer rate on various campaigns

Highly functioning team member responsible and able to handle multiple task when assigned

First line of contact for resolving difficult issues

High level of working knowledge of the LONA process.  Able to train new agents to work the LONA box.

Assist Management with the preparation for new hire trainings and are able to conduct trainings as a back up

Working on  various projects as assigned

Assist the team leads with the development of staff  

Second Tier Shadowing

Working with Team leads to help  the CSR  to increasing transfers rates to appropriate levels

Help ensure CSR’s are following proper protocol for the handling of certain types of inbound

Comply with all company policies and procedures.

Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position is an individual contributor

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Ability to communicate effectively, professionally, and courteously over the phone.

Skill in understanding customer concerns, asking relevant questions, and providing appropriate responses.

Managing multiple tasks simultaneously, such as handling calls, documenting information, and navigating systems.

Understanding of products/services to offer accurate information and troubleshoot effectively.

Prioritizing calls, resolving issues promptly, and meeting service level agreements.

Collaborating with colleagues, sharing knowledge, and supporting team goals to enhance overall customer experience.

Education and/or Experience:

High School Diploma or GED.

2+ years related experience and/or training.

Certificates, Licenses, Registrations:

None Required

Work Complexity:

Problems and issues faced are general but require analysis of FFOC’s  policies and procedures, as well as external best practices and regulations, to assess and resolve.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.