Contact Center Srvc Advisor I


Company:: Citizens Financial Group, Inc.
Location:: Cranston, RI
Job Type:: Full Time
Category:: Accounting

Yrs of Exp:: 1 to 2 years
Posted:: 2/6/2013

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Job Description

Responsibilities

Provide in-depth support which enables the Team Manager to undertake leadership duties; thus ensuring a high level of service is delivered within the Contact Center explaining/offering appropriate sales options and recognizing cross sell opportunities to increase customer satisfaction and enhance customer relationship. Act as a reference/escalation point for colleagues both within the Contact Center and across the Group in reference to customer situations. Apply knowledge of operational workflow, performance, and processes to improve the customer experience and increase productivity, recognizing appropriate sales opportunities.
Communicate, implement and interpret procedures. Recommend corrective services to address customer complaints. Ensure skill sets are continually enhanced. Accurately completes all customer follow-up work. Achieve set business line goals. Retains ownership of customer issues to satisfactory completion and know to escalate when appropriate. Participate in additional projects as asked/required.

Qualifications

World class customer service skills
Recognizes/coaches to need based sales
Extensive knowledge of products and services
Excellent time management skills; goal driven with a desire to exceed sales and productivity goals
Advanced problem solving skills
Strong verbal/written/interpersonal communications
Superb listening and problem solving skills
Proficient knowledge of Office products
Self starter; able to work with minimal supervision
Ability to learn new concepts quickly
Team player with strong coaching/mentoring abilities
Strong multi-tasking ability
Superior interpersonal skills with the ability to navigate through difficult situations with customers
High School or Equivalent required, Associate Degree preferred or 1-2 years of experience in lieu of degree
1 - 2 years Related experience, Customer service/sales experience.

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state and/or local laws.

Hours and Work Schedule

Hours per Week: 40
Work Schedule: M, Tu, W, Th, 12:30-9pm Sat 9am-5:30pm

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