What are the responsibilities and job description for the Client Service Representative position at CU*Answers?
Description
POSITION SUMMARY
The Client Service Representative is responsible for answering incoming calls and triaging the clients need for appropriate resolution and/or escalation. The Level 1 Representative is a client facing support role and supports credit unions as it relates to software inquiries.
ESSENTIAL JOB FUNCTIONS
1. Provide day-to-day software support to customers via the telephone. Research problems as necessary and provide resolutions to customers. Escalate calls according to department expectations to Level 2/ Account Executive or other teams as outlined.
2. Research and document software problems and forward them to Account Executive for processing.
3. Take responsibility for increasing job knowledge, familiarity with credit union operations, and training and problem-solving skills.
4. Maintain a positive contribution as a member of the Client Service team and complete all tasks assigned by management to meet team objectives.
5. Provide on-site support and training as needed.
6. Complete all other duties as assigned by management.
JOB QUALIFICATIONS
1. High School graduate or equivalent is required.
2. Familiarity with credit union operations is preferred.
3. Excellent verbal communication and telephone skills; ability to compose single correspondence or other materials as directed.
4. Ability to use discretion when dealing with sensitive or confidential data.
5. Experience and aptitude using Microsoft application software (Outlook, Word, Excel, and PowerPoint) preferred.
6. Superior typing, telephone and basic clerical skills preferred.
7. Excellent organizational skills: ability to effectively handle multiple priorities and meet deadlines.
8. Thoroughness, excellent attention to detail; ability to take initiative and work independently.
9. Requires valid driver’s license.
CU*Answers is an Equal Employment Opportunity employer that supports the unique perspectives and experiences from all employees and supports a collaborative community spirit. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any status or condition protected by applicable federal, state or local laws.
