Contact Center Customer Experience Specialist

This is a fully remote position, open to applicants in Kentucky, +3 more states.

📋 Description

• Delivers exceptional customer service by addressing inquiries, requests, and issues via telephone or email.

• Investigates and resolves problems and discrepancies, including those related to fraud support and internet operations.

• Acquires a comprehensive understanding of products, services, pricing, terms, fees, relevant regulations, systems, and procedures.

• Serves as a bridge between customers and various U.S. Bank departments to address more intricate customer or technology concerns.

• Processes and handles U.S. Bank customer inquiries by utilizing various systems to provide account information, ensuring professionalism and accuracy in every call.

• Shows genuine interest in customers, asking questions to address their concerns while recognizing how U.S. Bank can assist in meeting their financial objectives.

• Offers customers solutions to simplify their banking experience, always prioritizing their needs.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Generally requires a minimum of nine months of training or experience in a Contact Center customer service role.

• At least 18 months of previous customer service or related experience.

• Completion of specialized skill training is preferred.

• Strong problem-solving and negotiation abilities.

• Capable of navigating multiple computer systems, applications, and utilizing search tools to locate information.

• Demonstrated skills in time management and multitasking.

• Experience in positively interacting with dissatisfied customers.

• Effective communication skills, including the ability to speak clearly, articulately, and accurately while maintaining a pleasant tone and customary conversational courtesies.

• Proficient in computer navigation using various software packages, including Microsoft Office applications.

🏝️ Benefits

• Healthcare coverage (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability benefits.

• Pregnancy disability and parental leave.

• 401(k) plan and employer-funded retirement benefits.

• Paid vacation (ranging from two to five weeks based on salary grade and tenure).

• Up to 11 paid holidays annually.

• Adoption assistance.

• Sick and Safe Leave accrual of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise stipulated by law.