JOB DESCRIPTION

Job Title: Call Center Representative

Department: Customer Support

Reports To: Call Center Supervisor

FLSA Status: Non-exempt, hourly

Salary Grade: 12

Starting Hourly Rate: $22.30

Are you a motivated and high performing individual who has strong customer service and organizational skills, and a desire to work at a local business dedicated to meeting the financial needs of its customers, validating the investment of its shareholders, and investing its time, money, and expertise to support worthy causes throughout Lake and Mendocino Counties? Savings Bank of Mendocino County has proudly been serving the needs of our communities since 1903 and is seeking a qualified professional for the role of Call Center Representative. This position involves providing customer service excellence, answering and directing incoming phone calls, providing account assistance, resolving customer concerns, and promoting products and services.

The ideal candidate has at least six months of customer service experience, including assisting customers by phone. A successful person in this role has strong communication skills; effective organizational and time management skills; is adept at problem-solving; is highly accountable; has impeccable attention to detail; and is adaptable, dependable, and comfortable interacting with a broad range of individuals. SBMC’s team is made of up dedicated individuals seeking to fulfill the Bank’s vision of Investing in the future as your local independent bank, committed to the prosperity of our communities, employees and shareholders.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Provides a positive customer service experience in harmony with our Customer Service Standards.
2. Models the Bank’s Principles & Professional Standards.
3. Proactively engages and educates customers on our full range of products and services based on their individual needs.
4. Maintains a strong understanding of products, services, technology, and operational procedures.
5. Answers incoming calls to SBMC and assists or transfer customers as appropriate.
6. Provides account information and resolves customer concerns regarding account issues.
7. Initiates referrals to designated specialists in the Bank including Lending, Merchant Services and Investments.
8. Serves as back-up coverage for other Customer Support desks within the scope of the position.
9. Other duties as assigned.

• High School Diploma or General Education Degree (GED)
• Six months of customer service experience, including assisting customers by phone
• Previous experience with Windows-based computers

• Bilingual skills
• Previous experience with Microsoft Office Suite
• Experience with multi-line phone systems

• Customer Focus: Providing service excellence to internal and external customers.
  • Responds to customer needs in a timely, professional, helpful, and courteous manner, regardless of client attitude.
  • Shows customers that their perspectives are valued.
  • Strives to meet service standards in all circumstances.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue, and building consensus.
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities to go above and beyond.
• Attention to Detail: Working in a conscientious, consistent, and thorough manner.
• Problem Solving: Identifying problems and the solutions to them.
• Fraud Detection and Control: Employing appropriate techniques and procedures for identifying, reporting, and preventing fraud.
• Creativity & Innovation: Sharing ideas, new approaches and possible solutions.
• Product & Technical Knowledge: Understanding the products and services provided.
• Time Management: Organizing and prioritizing tasks to maximize efficiency.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Embracing Diversity: Recognizing, valuing, and leveraging the unique perspectives, experiences, and talents of every individual; promoting cross-cultural understanding, fairness, and inclusion throughout the organization.

• Competitive, market-based pay
• Comprehensive insurance benefits package including medical, dental, vision and more
• 401(k) plan with maximum 6% employer match
• Profit Sharing plan
• Generous paid time off plans
• Employee Health and Wellness program
• Community volunteer opportunities
• Career development and training opportunities

Savings Bank of Mendocino County is an Equal Opportunity Employer and employment selections are based on merit, qualifications and abilities. Savings Bank of Mendocino County will consider all qualified applicants for employment and does not discriminate in employment opportunities or practices on the basis of: age, race, religion, color, sex, national origin, sexual orientation, gender identity, protected veteran, disability, or any other status protected by law.

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is set in a quiet, office environment. The position is generally regarded as light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects, including the human body. While performing the duties of this job, the employee may be required to alternately stand, walk, sit, reach with arms, talk or hear and use hands to write, type, and handle or feel objects, tools or controls. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Some driving may be required.

Employee must possess the ability to read, write, perform basic math functions, understand basic communication and instructions, carry out instructions, complete basic problem-solving and analyzing of information, and make independent decisions within scope of responsibility.

A post-offer physical is not required for this position.

Salary : $22