Pipeline: Customer Service Representative - Senior

Customer Service Specialist II

We are seeking a Customer Service Specialist II to join our Retirement Services Support Team. This role involves managing customer inquiries related to IRA and brokerage accounts, handling contribution inquiries, and addressing navigation issues. The ideal candidate will have strong technical skills, excellent customer service abilities, and a proven track record of effectively managing high-volume call environments.

Key Responsibilities:

• Handle 25-30 customer calls per day, addressing inquiries related to IRA accounts, brokerage accounts, and contributions.
• Provide exceptional service with clear communication and effective de-escalation techniques.
• Navigate complex issues and provide resolutions with a high degree of accuracy.
• Maintain accurate records and manage call-related data efficiently.
• Demonstrate flexibility and adaptability in handling various operational issues.

Qualifications:

• Strong technical skills, including experience with Windows, iOS, and Microsoft tools.
• Proven customer service skills with 3-5 years of relevant experience.
• Ability to handle data entry tasks accurately and efficiently.
• Excellent communication skills, both verbal and written.
• Experience in high-volume call environments and demonstrated de-escalation abilities.

Training:

• 2-3 weeks of classroom training, followed by on-the-job learning (OJL).

Schedule:

• Fixed schedule during training with possible 8-hour shifts between 8 AM and 8 PM.