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CSR-Customer Service Representative

i2c Customer Service Representative is responsible for handling all customer concerns. Some of these responsibilities includes; interacting with customers over the phone and/or via email. Our Customer Service Representatives are required to maintain a high level of professionalism and knowledge, as they are i2c first contact with customers. Each interaction is a great opportunity for i2c Customer Service Representative to add value to the organization.

Duties/Responsibilities
  • Provide customer support to consumer cardholders. Confidently answer contacts, through multiple. channels (i.e. Phone, Email), from customers regarding products and services.
  • Must Maintain a high level of professionalism.
  • Follow defined Standard Operating Procedures (SOPs) that support operational performance.
  • Share shift summaries and any required reporting with respective Supervisors and Managers.
  • Manage to completion any task assigned by management.
  • Utilize a comprehensive approach during i2c customers call inquiries to reach a complete and accurate resolution preventing customer recontracts.
  • Must maintain a high level of confidentiality and discretion due to the data sensitivity nature of the work.
  • Responsible for following information security tasks as part of the work scope.
  • Works closely with relevant groups and timely reports and alerts concerned units for effective response. regarding customer transaction inquiries.
  • Stays abreast with regulations and industry best practices.

Required Education/Skills/Abilities
  • High School Diploma preferred.
  • Relevant CSR experience preferably with a background in call center operations.
  • Excellent verbal skills and professional demeanor with a good understanding of delivering excellent. customer service.
  • Familiar with basic computer operations.
  • Fun upbeat personality.
  • Comfortable providing written communication and documentation.
  • Must pass fingerprint and background check.

Physical Requirements
  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

COVID-19 considerations:
  • Regular Monitoring: Making sure employees do not come to work with a fever or symptoms.
  • Wear a Mask: Employees always wear face masks when not within 6 feet to each other.
  • Social Distance: The employees maintain 6 feet and practice social distancing

Job Type: Full-time

Pay and Differentials information:
Pay: $16.00 per hour
6PM to 2AM Regular Pay + Evening differential: $0.50
2AM to 6Am Regular Pay + Night differential: +0.75
Weekend Regular Pay + (Evening Different or night Differential) +0.50
Bilingual Spanish Speakers + $.50

Benefits:
  • 401(k)
  • Dental insurance
  • Employee assistance program
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Referral program
  • Vision insurance
  • Short Term Disability
  • Long Term Disability
  • 401k match up to 4%

Schedule:
  • 8 hour shift
  • Day shift
  • Holidays
  • Monday to Friday
  • Night shift
  • Overtime
  • Weekends