Call Center Representative at Summit Settlement Services – East Providence, Rhode Island

About the Role:

We are looking for an individual with a customer service background who thrives on learning new things and helping customers!

Summit’s Call Center Team is the first line of defense in providing our customers first-class service. The team’s goal is to minimize the number of calls transferred to the production teams to maximize the efficiency of the overall operation.

Call Center Representatives handle customer calls by answering questions, finding solutions to issues, addressing concerns or complaints, and providing important information.

Responsibilities:

• Answer customer calls and address all questions and concerns.
• Verify customer identification to protect sensitive information.
• Provide file updates and documentation as requested and notate call details in our system of record.
• Research requested information using available resources.
• Follow up with outbound customer calls where necessary with updated information.
• Route calls to the appropriate resources when necessary.
• Reply to general inbox emails, or route to the appropriate team.
• De-escalate customer dissatisfaction, offering patient assistance and support.
• Identify and escalate issues to managers.
• Organize, scan, and ship documents/mail/checks for delivery to clients, borrowers, and third parties via email, upload and/or mail.
• Complete data entry/document download and upload in internal and client operating systems.
• Manage varying client expectations and requirements.
• Follow outlined company compliance guidelines.
• Ensure all incoming calls, emails, and other communications are answered/responded to in a timely manner.
• Other duties as assigned.

Skills and requirements:

• Capable of tactfully handling high-pressure customer service situations
• Excellent written and verbal communication skills
• Comfortable with problem-solving and identifying solutions
• Ability and desire to work in a fast-paced, team-oriented work environment
• Strong multi-tasking skills, time management, and work ethic
• Commitment to a culture of positivity and high performance
• Values constructive feedback and thrives on constant improvement and learning

Qualifications:

• 1+ years in a call center environment, or other customer-facing position
• High School Diploma
• Prior industry experience is helpful, but not required
• Computer proficiency required

https://www.summitsettlement.net/