Digital Contact Center Representative II (or III)-Hybrid
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Skills
About the role
Overview
If you love connecting with people and are ready to grow your career in a company that invests in your success, we’d love to meet you. Come be part of something amazing where your contributions truly matter. Be the voice that makes someone's day better while building valuable communication skills in a fast-paced, team-driven environment.
The Digital Member Services Rep II is responsible for providing an excellent level of service to both members and co-workers in a contact center environment. Through effective communication and thorough knowledge of our products and services, the Digital MSR II satisfies our members’ needs and effectively resolves members’ concerns. The Digital MSR II personifies our Promise Principles of “Personal”, “Professional” and “Proactive”.
Responsibilities
- Responsible for supporting customers via chat, video chat, and emails from the members’ phones or the company’s website.
- Performs and interacts daily with visitors on the company’s website (via online chat software) and will be expected to provide exceptional customer support in real-time.
- Provides support for digital queues, including Chatbot, Chat, SMS, On Screen Voice, Video and email.
- Troubleshoot and resolve escalated sign-in and navigation issues presented by members and employees.
- Troubleshoot and resolve device-related issues.
- Responsible for Chat Maintenance by documenting and reporting recurring issues and problems to the manager and Online Banking Channel Analyst.
- Works and completes requests for all electronic communications from the members through Online Banking Message Center, the company’s website, and Secured messages from Co-Op Member Center.
- Compiles monthly data and prepares to report on eServices channel usage and member services center secure message volume.
- Assists in the handling of MSC Service Requests and Call Center PROD fulfillment.
- Mentors less tenured or less experienced digital contact center staff.
- Participates in system testing and quality assurance.
- Helps Member Services inbound team answer member phone calls, as needed, during heavy call volume.
Qualifications
Education
- Min/Preferred: Preferred
- Education Level: 4 Year / Bachelor’s Degree
- Description: Bachelor’s Degree preferred
Experience
- Minimum Years of Experience: 2
- Preferred Years of Experience: 4
- Comments: Must have 2-4 years of relevant general knowledge of call center or customer service experience.
Knowledge, Skills & Ability
- Must be able to type 20-30 wpm typing speed.
- Must have excellent attention to detail and accuracy in typing.
- A thorough knowledge of the Microsoft Office suite of products including the ability to use Internet browser software.
- A demonstrated aptitude for learning new systems, skills & processes.
- Experience in troubleshooting basic smartphone and web browser issues preferred.
- A proven ability to work in a fast-paced, deadline-driven environment.
- The ability to multi-task with attention to detail.
- Excellent verbal & written communication skills.
- Superior customer service skills.
Disclaimer
Equal Opportunity Employer/Veterans/Disabled