Job Description

Call Center Representative

We are seeking a customer-focused Call Center Representative to provide exceptional service and support to our shareholders. This role involves managing inbound and outbound calls, addressing inquiries, and ensuring each customer interaction is handled with professionalism and care.

Responsibilities

• Handle inbound calls with professionalism, accuracy, and empathy, ensuring exceptional customer satisfaction.
• Respond to inquiries via phone and written communication in a timely, courteous, and efficient manner.
• Make outbound follow-up calls to verify information, resolve issues, and ensure customer needs are met.
• Accurately document all customer interactions and update account information in the system.
• Meet established performance metrics, quality standards, and call-handling procedures.
• Collaborate with team members and cross-functional departments to support a positive customer experience.
• Maintain confidentiality and adhere to company data security and privacy policies.
• Perform additional duties as assigned by management.

Preferred Qualifications

• Strong verbal communication and written correspondence skills.
• Proficiency with computers and standard office software (MS Office; Google Suite preferred).
• Previous call center experience; financial industry experience, including stock transfer, a plus but not required.
• Ability to work collaboratively in a team-oriented environment.
• Bilingual skills are highly desirable.

Additional Information

• Hybrid work schedule: In-office during training; 14 days per week thereafter. CST&T Management reserves the right to require full-time in-office attendance if needed.
• Equipment: Candidates may need to provide their own laptop (TBD by the CST&T IT team). If the CST&T IT team decides to allow the team member to use their own laptop, it is the team member's responsibility to maintain their laptop in a working and compliant fashion. The CST&T IT team or CST&T is NOT responsible for the team member's personal devices. If the CST&T IT team decides to issue CST&T laptop and any other IT equipment, it is the team member's responsibility to maintain the equipment in proper working fashion and return the equipment to CST&T IT team upon termination of the assignment. Home internet, provided by the user, is required to work from home. Ethernet is highly recommend. If connectivity issues occur, the team member will be required to work in the office.
• Breaks: One-hour unpaid lunch and two 15-minute paid breaks.
• Overtime: May be required based on business needs.
• Background check: Required prior to start.
• Part-time availability: Will consider part-time schedules between 12:00 PM and 5:00 PM.
• Conversion to Full-Time: There is a possibility for full-time employment which is dependent on the needs of the company and the performance of the representative. There is no guarantee of full-time employment within the customer service area or the CST&T.

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