Customer Service Specialist
shift: Second
work hours: 4 PM - 10 PM
education: No Degree Required Responsibilities Customer Service
- Serve as a primary point of contact for customers via phone, chat, or email, resolving account inquiries, product and reward feature questions and referral to partners, and service requests.
- Provide flawless troubleshooting and issue resolution for customer concerns, escalating when necessary.
- Educate customers on products, services, digital tools, and account features to support engagement, retention, and cross-selling.
- De-escalate difficult customer interactions with professionalism and sound judgment.
- Maintain accurate, detailed documentation of customer interactions in the CRM/servicing platform.
- Follow process and procedure documentation.
- Adhere to SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
- Process routine requests (e.g., account questions, in-app support, password resets, reward questions, dispute intake, etc.).
- Research customer questions, escalating complex cases (research, money movement, fraud, etc.) as needed.
- Follow up on open cases to ensure timely resolution and customer satisfaction.
- Coordinate with other departments to resolve multi-step or cross-functional customer issues.
- Customer Service (3 years of experience is required)
- Telephone Etiquette (3 years of experience is required)
- Customer support (3 years of experience is required)
- Banking Operations (2 years of experience is required)
- CRM
- Years of experience: 3 years
- Experience level: Experienced
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected]. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility). This posting is open for thirty (30) days.
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