Customer Service Representative ON SITE/ Not Remote at Magellan Solutions USA – Palm Coast, Florida

Title: Customer Service Representative - Onsite / Not Remote

Summary:

This is a Customer Service Representative (CSR) position in a call center documenting consumer complaint calls regarding national banks. Spanish language fluency is preferred and receives a higher hourly wage/.

You will be a full-time employee of Magellan Solutions USA, a growing business process outsourcing company.

Job Selling Points (Why you should consider this opportunity):

-Small group.

-Individualized training.

-Benefits and Rewards program. Can save up points for gifts, airline tickets, hotel rooms, etc.

Job description

Due to contract requirements, this position is NOT remote. Employees must be on-site to perform duties. This position handles incoming calls from consumers who have questions or complaints about a national bank or federal savings association, providing timely, knowledgeable and correct responses using client provided scripts and guidelines. As a CSR your responsibilities include:

• Remaining ready/available status to answer inbound calls using designated scripting.
• Processing/resolving consumer requests, inquiries and concerns in a timely manner.
• Collecting appropriate information from every caller and document the call, in Spanish and/or English according to client requirements.
• Adhering to client requirements on every phone call.
• Staying current with client system updates, policy and procedural changes provided by the client. Update procedures in Spanish and/or English as required.
• Consistently maintaining a minimum quality score of 95%, beginning 90 days after the CSR’s start date.

**THIS ROLE AS A FEDERAL GOVERNMENT CONTRACTOR, APPLICANTS MUST SUBMIT TO BACKGROUND CHECK INVESTIGATION, FINGER PRINTING AND CREDIT CHECK. INVESTIGATIONS TYPICALLY INCLUDE A CRIMINAL CHECK AND/OR SUITABILITY INVESTIGATION.

Requirements:

• High School Diploma or GED is required.
• If bilingual, ability to a pass a test demonstrating Spanish language proficiency.
• You must be a U.S. Citizen
• Computer literacy (Word / Outlook) and the ability to navigate multiples screens and multiple monitors.
• Strong typing, spelling and grammar skills.
• Ability to adapt based on frequent feedback from management and client monitoring.
• Good interpersonal skills including the ability to handle difficult / angry customer calls.
• 1-3 years of customer service experience is required.
• At least one year of call center experience is preferred.
• Knowledge of the banking industry is a plus.

Job Type: Full-time

Pay: $17.20 - 18.20 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Shift:

• Day shift

Work Location: Palm Coast, FL

Essential Duties and Responsibilities

• Answers incoming calls and communicate with clients with respect, courtesy, empathetic, tactful, and professionalism.
• Preforms notice quality review activities when assigned.
• Researches and resolves customer issues.
• Performs data entry in the Customer Relationship Management System (CRM).
• Documents phone calls, emails, chats, and actions taken in the CRM
• Records individual completed daily work statistics.
  • Troubleshoots situations accurately, quickly, and efficiently for customers on the phone.
  • Maintains an above average attendance record.
  • Follows established standard operating procedures
  • Performs other tasks as assigned.

Qualifications/Requirements

• High school diploma or GED Certificate is required.
• Prior customer service or call center experience preferred.
• Outstanding verbal communication skills (phone etiquette).
• Detail oriented, ability to multi-task, and highly organized.
• Strong data entry and computer skills.
• Proficient in typing, writing skills, grammar, and spelling