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.
2. Research problems as necessary and provide resolutions to customers.
3. Escalate calls according to department expectations to Level 2/Account Executive or other teams as outlined.
4. Research and document software problems and forward them to Account Executive for processing.
5. Take responsibility for increasing job knowledge, familiarity with credit union operations, and training and problem-solving skills.
6. Maintain a positive contribution as a member of the Client Service team and complete all tasks assigned by management to meet team objectives.
7. Provide on-site support and training as needed.
8. Perform additional duties as assigned to support organizational goals and evolving business needs.
JOB QUALIFICATIONS
1. High School graduate, GED, or equivalent work experience is required. Equivalent work experience equal to 1-2 years of prior office experience with a focus in administration or customer service.
2. Familiarity with credit union operations is preferred.
3. Proficient in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).
4. Superior typing, telephone and basic clerical skills.
5. Excellent organizational skills
6. Ability to effectively handle multiple priorities and meet deadlines.
7. Ability to take initiative and work independently.
8. Excellent verbal and written communication skills.
9. Ability to deal with external clients as well as internal staff.
10. Excellent attention to detail and accuracy.
11. Ability to use discretion when dealing with sensitive or confidential data.
12. Ability to work effectively with other CU*Answers teams.
13. Ability to operate telephone, photocopier, fax machines and PC workstation.
14. Regular and predictable attendance.
15. Embrace and adhere to the company mission and the seven cooperative principles of a cooperative.
16. Ability to travel by auto or plane to multiple locations throughout the United States including but not limited to client sites, other building locations, general errands, etc. This travel could be multiple times per day, once daily, weekly, monthly, or annually.
17. Possess a valid driver’s license with an insurable driving record.
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.
