Customer Support Specialist

This role is hybrid and requires onsite training at our Wakefield, MA office. Part-time hours 30-35 hours per week 

Starting Rate:  $21.00

Actual pay may vary based on experience, skills, and market factors; additional compensation may apply. Eastern offers a robust benefits and retirement package. Please see the description of benefits included with this job posting for additional information. 

This role serves as first line response for the basic incoming customer calls.  The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services.

Customer Support Specialist I & II: This role serves as first line response for the basic incoming customer calls.   The Customer Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services.  Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures.   Is responsible for achieving entry level departmental service standards and sales goals as set forth by senior management.  Must develop the necessary skills to work independently in a remote or onsite environment.

Customer Support Specialist III: This role serves as first line response for incoming customer inquiries via multiple communication channels such as chat, email, and telephone. The inquiries will have a varying degree of complexity.   The Support Specialist must accurately and expediently answer inquiries on all types of new and existing products and services.  Must maintain a thorough knowledge of bank products, services, policies, and procedures.   responsible for achieving departmental service standards and sales goals as set forth by senior management.  Must be able to work independently in a remote and on-site environment. Service standards and sales goals as set forth by senior management.  Must be able to work independently in a remote and on-site environment.

Responsibilities:

Customer Support Specialist I & II: Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.

Customer Support Specialist III: Serves as bank’s first line of response for a high volume of inbound customer inquiries with varying degrees of complexity.  Must be able to service customers via multiple communication channels such as chat, email, and telephone.  This role also includes the following:

Customer Support Specialist I: 

• Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance, and regulatory requirements. Can handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer.  
• Actively listens to determine full extent of customer’s needs while appropriately applying different approaches to affect desired outcome.
• Ensures effective customer communication by utilizing superior verbal and written skills. 
• Must be able to handle basic customer complaints and problems with minimal assistance.  Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
•  Responsible for achieving entry level sales and service standards as set forth by senior management.

Customer Support Specialist II & III:

• Is able to independently handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions to minimize risk to both the bank and the customer. 
• Accepts ownership for effectively solving customer issues, complaints and inquiries while keeping customer satisfaction at the core of every decision and behavior. 
• Must be able to independently identify customer’s needs by researching issues and providing solutions and/or alternatives for customers that will assist with enhancing their financial wellness. 
• Can recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.
• Must maintain service, quality and sales standards as set forth by senior management.
• Must maintain a detailed knowledge base of bank products, services, policies, procedures, and regulatory/compliance requirement.

Requirements:

Customer Support Specialist II & III: Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS)

Education and Experience:

Customer Support Specialist I

• Associate’s degree or related knowledge/skills base gained through experience preferred.
• Customer Service background preferred.
• Call Center experience preferred
• Service and sales background a plus
• PC and data entry skills required
• Proven previous job stability a must

Customer Support Specialist II & III

• Associate degree or related knowledge/skills base gained through experience required
• Minimum of 2 years of Customer Service background required.
• Call Center experience preferred
• Proven service and sales ability a must.
• Above average PC and data entry skills required
• Proven previous job stability

Skills/Knowledge:

Customer Support Specialist I

• Excellent written communication skills
• Excellent verbal and listening skills including good grammar, tone of voice and diction
• Ability to work effectively with others in a diverse population
• Punctuality and consistent work attendance is required
• Bilingual a plus

Customer Support Specialist II & III

• Excellent written communication skills a must
• Excellent verbal and listening skills including good grammar, tone of voice and diction
• Ability to work effectively with others in a diverse population
• Ability to constructively handle unexpected problems in a fast-past environment
• Must be able to multi-task and have strong organization skills
• Must have the ability to work independently in either a remote or onsite environment
• Punctuality and consistent work attendance are required
• Bilingual a plus

Working Conditions:

• Must be flexible and adaptable about work schedules, which may include evenings and weekends
• Must have the ability to use a headset and sit for long periods of time
• Must be able to work in a fast paced, high volume work environment
• Moderate to high noise level

While performing the duties of this job, the employee must be able to remain in a stationary position 50% of the time.  The employee frequently is required to operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer. The employee is occasionally required to move about inside the office to access file cabinets, office machinery, etc. They also occasionally travel to locations outside of the facility, to attend meetings, trainings, events, and other business activities.  The employee occasionally positions self to maintain or access files in file cabinets. The employee must have the ability to communicate information and ideas so others will understand.  Must be able to exchange accurate information in these situations. The employee frequently observes details at close range (within a few feet of the observer). The employee must occasionally lift and/or move boxes or equipment up to 20 pounds across office for various needs. 

Persons holding this position are generally subject to inside environmental conditions having the lighting, temperature, and noise level of an open floor-plan office environment (moderate, but occasionally loud at times). This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.