Customer Service Associate

About the Role

Provide exceptional customer service by handling a high volume of calls and addressing customer inquiries. Understand customer needs, offer personalized solutions, and promote card member benefits. Make relevant product recommendations to enhance customer engagement and loyalty.

Key Responsibilities

• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured customer care environment with a keen focus on driving a Customer First mentality.
• Consult with Card Members to understand their needs and tailor unique and personal solutions, while reinforcing the benefits of card membership and acknowledging Card Member tenure.
• Add value for customers through relevant recommendations of product offers/benefit enrollments that deepen customer engagement and loyalty.
• Utilize a service-oriented personality to develop key selling skills to optimize and solidify customer relationships by deepening their loyalty to the brand.
• Address general and account-specific customer inquiries (statement inquiries, card replacement, make payments, rewards redemption, etc.) and update customer account information.
• Use tools and resources to identify custom solutions and anticipate customer needs, in a commitment to maintain first point of contact resolution.
• Meet and exceed performance goals, including sales rates, quality goals, compliance regulations, productivity targets, and customer performance metrics.

Requirements & Tech Stack

• Strong written and communication skills to converse effectively and naturally with Card Members to deepen client relationships and drive satisfaction.
• Resilience to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics and remain positive through change and stressful situations.
• Ability to showcase humility and show care and appreciation through emotional acknowledgement of customer queries/situations on each call.
• Technical savvy to multi-task and navigate through multiple computer systems and applications simultaneously with speed and accuracy.
• Integrity to manage sensitive Card Member information and adhere to all regulatory and compliance guidelines related to servicing and sales practices.
• Driven to please by providing the ultimate experience for Card Members on every interaction.
• Timeliness and reliability.

Preferred Qualifications

• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness, and problem-solving skills.
• Customer service and consultative sales environment experience.
• Passion for consultative sales, recommending products or solutions tailored to each customer.
• Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end.

Additional Requirements

• Flexibility to work anytime in US hours, including weekends.
• Hybrid Environment: On-site expectation 3 days/week.
• Workplace Flexibility: Full time.
• Shift flexibility requirements.