Contact Center Agent

Job Description

Job Title: Contact Center Agent

Summary:

TransPecos Banks is seeking a highly motivated and customer-focused Contact Center Agent to join our dynamic team. As a Contact Center Agent, you will play a pivotal role in delivering exceptional service through various channels, including calls, online messaging, and chat. The ideal candidate should have a solid background in call center operations and possess excellent communication skills to ensure a seamless customer experience.

Wage Type: Salaried or Hourly (Non-exempt)

Essential Duties & Responsibilities:

To perform this job successfully, an individual must be able to perform each of the essential duties satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Handle incoming customer inquiries and issues via phone calls, online messaging, and chat.
• Provide accurate and timely responses to customer queries, concerns, and requests.
• Offer excellent service to enhance customer satisfaction and loyalty.
• Utilize various communication platforms and technologies to manage customer interactions effectively.
• Navigate computer systems and databases to access customer information and provide accurate solutions.
• Manage customer interactions across multiple channels, including phone calls, online messaging, and chat, to ensure a consistent and positive customer experience.
• Identify customer needs and concerns, troubleshoot issues, and find effective resolutions.
• Escalate complex problems to the appropriate internal teams and follow up to ensure timely resolution.
• Accurately document customer interactions and maintain detailed records of each interaction for future reference and reporting purposes.
• Collaborate with team members and other departments to share best practices, knowledge, and insights to improve overall service quality.
• Adhere to company policies, procedures, and compliance requirements in all interactions.
• Participate in quality monitoring and improvement initiatives to maintain high-quality service standards.
• Carry out responsibilities with professionalism, respect for others, in accordance with the organization's policies and applicable laws.
• Any other duties as assigned.

Key Deliverables:

• This is an optional section to highlight.

Organizational Structure:

Reports to: Contact Center Manager

Supervises: None

Qualifications:

Education:

• High school diploma or equivalent; additional relevant certifications or education is a plus.

Required Knowledge/Skills:

• Demonstrated ability to provide exceptional customer service in a call center or similar environment.
• Excellent verbal and written communication skills to effectively interact with customers via phone, online messaging, and chat.
• Familiarity with using communication platforms and technology to manage customer interactions efficiently.
• Keen attention to detail when documenting customer interactions and handling information.
• Proven experience in a call center or customer service role, understanding call handling procedures and protocols.

Desired Experiences:

• Previous experience using online messaging and chat platforms in a professional setting to interact with customers.
• Familiarity with accurately documenting customer interactions and maintaining detailed records for future reference.
• Experience engaging with customers across various channels, ensuring a consistent and positive customer experience.
• Proficiency in using computer systems and navigating various software applications relevant to the role.
• Previous experience collaborating with team members and other departments to share knowledge and improve service quality.

Talents:

• Strong positivity
• Mission driven, competitive, goal oriented, and motivated to develop themselves and others.
• Energetic, resourceful, and appropriate work intensity to get the work done.
• Strong people acumen and relationship skills; Naturally pre-disposed to quickly establish positive personal and professional relationships.

Other:

• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Must be able to lift to 20 pounds.