The customer service representative is responsible for working in the Customer Service Department and Contact Center, answering in-bound customer calls and digital communications, and making out-bound customer and marketing calls and digital communications.
DUTIES
Duties will vary dependent upon section assigned in the contact center. Duties may include, but are not limited to:

• Receive and respond to a high volume of telephone inquiries from internal and/or external customers
• Respond promptly to any questions or comments, voice mails, correspondence, chats, and emails
• Follow-through on customer inquiries, requests or complaints; resolve issues promptly; place follow-up telephone calls to customers as necessary
• Demonstrate understanding and appreciation of customer priorities and seek out long-term benefits to the customer. Evaluate information and take responsibility to solve customer's problems
• Build customer loyalty by establishing rapport with customers. Respond to customers in a tactful and responsive manner
• Handle irate or difficult customers appropriately; see issues from their point of view
• When appropriate, take control of conversations as appropriate rather than referring issues to another unit or supervisor
• Convey information to customers in a clear, logical and easy to understand manner. Adjust communication style and tailor content to customers and others to ensure understanding
• Demonstrate understanding of the potential problems of cross-cultural communication
• Summarize outcome of discussion with customers to ensure that all requests or problems have been addressed
• Ensure procedures for completing work tasks are carefully followed. Perform work tasks with a focus on quality and attention to detail. Follow through on work commitments
• Develop a daily planning system; prioritize important or urgent tasks. Plan the best use of time by using time-management tools
• Identify the need for and collect information to better understand issues, problems and opportunities; make necessary contacts to obtain information. Include others in decision-making process, as warranted, to obtain good information. Make the most appropriate decision
• Model team commitment by adhering to the team's expectations and guidelines and fulfilling personal responsibilities to the team
• Identify sales opportunities. Evaluate a customer's current relationship and business objectives to effectively recommend additional products or services. Proactively suggest products or services that meet the customer's needs. Identify and cross-sell other bank products or services

QUALIFICATIONS

• High School Diploma or equivalent
• Previous contact center or bank experience preferred
• Excellent telephone etiquette and listening skills
• Excellent verbal and written communication skills
• Ability to prioritize in a fast-paced, high-volume environment with minimal supervision
• Effective time-management skills
• Knowledge of computer systems used to access various pieces of information, including effective knowledge of Microsoft Office and online banking
• Bilingual: Spanish a plus

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, gender stereo typing, and age.
Independent Bank is an EO/AA Employer M/F/Vets/Disabled