Client Service Representative

POSITION SUMMARY:

The Client Service Representative is responsible for answering incoming calls and triaging the clients' needs for appropriate resolution and/or escalation. The Level 1 Representative is a client-facing support role and supports credit unions as it relates to software inquiries.

ESSENTIAL JOB FUNCTIONS:

1. Provide day-to-day software support to customers via the telephone. Research problems as necessary and provide resolutions to customers. Escalate calls according to department expectations to Level 2/Account Executive or other teams as outlined.
2. Research and document software problems and forward them to Account Executive for processing.
3. Take responsibility for increasing job knowledge, familiarity with credit union operations, and training and problem-solving skills.
4. Maintain a positive contribution as a member of the Client Service team and complete all tasks assigned by management to meet team objectives.
5. Provide on-site support and training as needed.
6. Complete all other duties as assigned by management.

JOB QUALIFICATIONS:

1. High School graduate or equivalent is required.
2. Familiarity with credit union operations is preferred.
3. Excellent verbal communication and telephone skills; ability to compose single correspondence or other materials as directed.
4. Ability to use discretion when dealing with sensitive or confidential data.
5. Experience and aptitude using Microsoft application software (Outlook, Word, Excel, and PowerPoint) preferred.
6. Superior typing, telephone, and basic clerical skills preferred.
7. Excellent organizational skills: ability to effectively handle multiple priorities and meet deadlines.
8. Thoroughness, excellent attention to detail; ability to take initiative and work independently.
9. Requires a valid driver’s license.