Customer Service Representative

Floor Supervisors6M-1 years of customer service and/or contact center experience required.• Experience de-escalating situations with dissatisfied customers while demonstrating patience and empathy.• Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel• Experience with financial products and/or technology preferred.• Proven success working collaboratively in a fast-paced, highly visible, customer-centric environment• Courteous, with strong customer service orientation• Dependable, with proficient attention to detail• Must be goal-oriented• Manage all customer escalations and complaints to a high professional standard and in accordance with Green Dot terms and policies.• Receive inbound customer contacts and complete outbound contacts, including callbacks and responses, to maintain queues and meet service levels.• Demonstrate sound negotiation, problem-solving, and conflict-resolution skills by resolving issues within established authority and parameters whenever possible, while using sound judgment to determine when escalation is necessary.• Serve as the “voice of the customer” to Green Dot and proactively recommend solutions that address root causes of escalations and complaints by leveraging established contacts and processes.• Share information and knowledge with team members to help recognize and reduce recurring issues.• Capture all relevant customer contact information accurately and concisely within data capture systems and ensure records are properly maintained.• Follow escalation and complaint procedures to ensure customer issues are tracked and relevant parties are informed of actions taken to resolve them.• Use appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies and procedures that may have impacted frontline resolution efforts.