BPO Supervisor

Overview:\n\nYou will be responsible for handling inbound calls from existing and potential customers. You are directly accountable for meeting and exceeding client goals as they relate to service levels and quality of calls within a team-driven and fast-paced work environment. Successful incumbents will have a keen interest in solving customer issues and/or answering inquiries as quickly and easily as possible, while remaining committed to delivering exceptional customer service in a caring and considerate manner. In this role, the Customer Care Specialist is a Brand Ambassador and the first point of contact for the client. \n\nPosition Status: Full Time On-Site available\n\nHours of Work: Monday-Sunday 7:00am-11:00pm EST Department: President\u2019s Choice Financial\n\nResponsibilities:\n\n\u2022 Manage inbound customer calls regarding standard credit card inquiries, transactions, account maintenance and Tier 1 \u0026 2 online support. \n\n\u2022 Respond to customer inquiries in a pleasant, courteous, professional, and well-informed manner.\n\n\u2022 In conjunction with on-screen customer information, identify customer needs through customer contact while simultaneously reading/updating customer information on the system.\u2022 Analyze information presented by the customer and action next steps accordingly based on the nature of the inquiry. \u2022 Adhere to established escalation procedures when mitigating complaints/escalations on the first contact. \n\n\u2022 Remain current on program information and business initiatives, as well as corporate products and processes. \n\n\u2022 Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. \n\n\u2022 Fulfill customer brand expectations in a manner that complies with policies, practices, and procedures.\n\n\u2022 Accurately complete appropriate documentation for each transaction.\n\n\u2022 End each call by completing all required activity in order to fulfill customer requests.\n\nRequirements:\n\n\u2022 Excellent communication skills, both verbal and written. \n\n\u2022 Fluent in English\n\n\u2022 Demonstrated analytical and problem-solving skills.\n\n\u2022 Demonstrated ability to work within time constraints. \n\n\u2022 Working knowledge of PCs and strong keyboarding skills (min 25 wpm with an accuracy of 95%).\n\n\u2022 Positive attitude and demonstrated ability to perform in a team-based environment. \n\n\u2022 Professional and pleasant telephone manner. \n\n\u2022 Must have flexibility and willingness to work rotational shifts, including overnights and weekends. \n\n\u2022 Experience working in a call center environment specifically in a customer service role.\n\n\u2022 Previous Financial Services experience would be considered an asset.\n