Customer Service Representative – Media

The Customer Service Representative is responsible for delivering high quality member service by assessing the customer needs while processing their transactions. As a Customer Service Representative in our branches you will have the chance to make a difference in the lives of every member you serve.

• Offer best in class service to our members through prompt, efficient, courteous, and professional interactions.
• Assess member needs while processing transactions and provide education and recommendations on products and services.
• Build relationships with customers through effective listening, interviewing, and communication skills to identify products and services.
• Connect with new and existing customers via follow up activities, including outbound calls and which can include community engagement events.
• Partner with branch leadership to maintain operational integrity while mitigating risk, per the standards of the organization.
• Work cross functionally across the organization to assess, handle, and follow through with complex account inquiries, transactions, or customer concerns.
• Adopt new and existing tools that will enhance the member experience and consultation process.
• Exercise informed judgement as appropriate to accommodate members.
• Be a resource to train new and existing team members as appropriate.
• Advocate member adoption of new technology, campaigns, promotions and digital products.

QUALIFICATIONS

• Bachelor’s degree
• Minimum 1-2 years of prior experience in customer services or media environment required
• Proficient in all Microsoft Office suite of products
• Service Passion, Integrity, and Resourcefulness.
• Eagerness to learn and a drive for continuous improvement.
• Excellent verbal, written and interpersonal communication skills
• Ability to be professional and empathetic in all interactions.
• Willing and able to be flexible and adapt to changing job requirements.
• Technically savvy with PCs and email systems.
• Flexible work schedule, including some evenings and Saturdays.