Job Summary:

The Customer Service Representative position serves as a liaison between our company and our clients by handling inbound and outbound customer service calls, and written correspondence. This position is responsible for handling inquiries with our clients, working quickly to identify the issue, and providing viable resolutions that meet the needs of our clients with an emphasis on world class service. A successful team member takes ownership for effectively solving customer issues and keeps customer satisfaction at the core of every decision and result.

What You will Find at Talus

• Competitive pay with quarterly bonus opportunities (based on performance)
• Outstanding health, wellness, and insurance benefits
• Genuine opportunities for growth and career advancement
• Paid time off and holidays
• A culture committed to inclusion and diversity

Successful Candidates – What We Are Seeking

• Has a minimum of 2 years of professional work experience interacting with clients.
• Is passionate about working for a company that ensures a high standard of service.
• Has experience in customer service within a multifaceted call center.
• Inbound/outbound call center experience with nationwide clientele
• Ability to quickly identify clients' needs and provide viable resolutions.
• Meeting or exceeding performance goals related to all lines of support.
• Seize opportunities to present additional products and services to extend company value.
• Build sustainable relationships and engage customers related to their issues or requests.
• Bi-Lingual (Spanish) highly desirable
• Previous Payment Support/Merchant experience a plus
• Ability to prioritize and multitask in a fast-paced environment.
• Fully proficient with the Microsoft Office Suite

Responsibilities

• Frontline support for clients requesting customer service assistance.
• Responsible for handling questions and attempting to resolve customer inquiries.
• Professionally handle volume of incoming requests via various support channels from clients
• Verify client’s information, access their account, and assist clients with time-sensitive requests to ensure one call resolution.
• Utilize software systems to analyze and document the customer’s situation to ensure client satisfaction.
• Handle client requests or service calls on a timely basis with an emphasis on overall quality.
• Assume responsibility for customer satisfaction as part of a collaborative, dedicated Customer centric process which proactively resolves all customer issues.
• Ensure all open cases/tickets are updated, assigned, and closed before the end of shift.
• Understand and adhere to company and departmental policies and procedures.
• Adherence to key performance metrics and quality assurance standards
• Maintain a working knowledge of company related product information.
• Maintain regular and punctual attendance and consistent schedule adherence.
• Ensure complete accurate proper documentation on all interactions to ensure compliance.
• Impeccable phone etiquette when interacting with both internal and external clients.
• Must have proven track record of successful team participation, as well as an ability to work independently, self-start, and be self-sufficient at times.
• Ability to thoroughly research and provide detailed professional communication during all interactions.