Call Center Customer Service Specialist
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Job Description
Virtual Customer Support Specialist interacting with customers mainly handling fraud-related inquiries. Supporting a live call queue and collaborating with multiple levels for resolutions.
Responsibilities:
- Supporting a live call queue during scheduled project hours.
- Using company-provided equipment to access multiple systems and tools.
- Handling back-to-back inbound calls involving complex fraud-related situations.
- Following documented procedures to ensure accurate and consistent call handling.
- Multi-tasking while on calls to collaborate with multiple levels of support to resolve callers’ concerns (Tier 2, Tier 3).
- Managing emotionally challenging interactions while maintaining professionalism.
- Communicating effectively in a fast-paced virtual environment.
- Completing additional tasks and duties as assigned.
Requirements:
- Minimum of 1 year relevant customer support experience, handling complex situations, preferably involving various types of fraud.
- Strong technical ability to navigate computer systems and efficiently access customer information.
- Ability to work Monday-Friday 10:00 AM -6:00 PM EST (no weekends currently required)
- Ability to provide accurate, unbiased information to callers
- Strong critical thinking skills while following documented processes and procedures
- Resilience in handling common customer support challenges, including frustration, emotional interactions, and uncertain situations.
- High school diploma or equivalent (college degree or some college coursework preferred)
- Ability to successfully pass a background check
- Strong communication skills for interacting with customers, team members, and leadership.
- Professionalism, empathy, patience, respect, and a strong team-oriented mindset.
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