Contact Center Specialist I

Job description

PA0740 Erie Contact Center Job Description: DESCRIPTION: Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services. Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis. Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM. ESSENTIAL FUNCTIONS: - Meet productivity standards and complete work in a timely manner - Ensure compliance with scheduling requirements and attendance standards - Maintain client and Northwest confidentiality - Meet service level standards - Achieve Contact Center performance standards - Serve as a Contact Center orientation trainer - Identify and resolve customer problems in an efficient manner - Gather and analyze information skillfully and develop alternative solutions - Manage difficu...