Sr Customer Service Specialist

SR. CUSTOMER SERVICE SPECIALIST

Location:

St. Louis, MO (onsite for training, then remote)

Employment Type:

Contract

Schedule:

Monday - Friday, 8:00 AM - 5:00 PM CST

Overtime:
Not expected

We are hiring Sr. Customer Service Specialists to support a major system implementation at a well-established financial services firm. This is a high-volume phone support role. You will be the first point of contact for branch associates who are learning to navigate new technology, and you will help them get answers quickly, accurately, and with a level head.

This role starts fully onsite in the St. Louis area for training, estimated at 4-5 weeks. After training is complete, the role transitions to remote. Any additional schedule flexibility is determined by leadership after the training period ends.

Please note:

this is a contract position. There is always a possibility of extension or conversion, but neither is expected or guaranteed, and this is not a temp-to-hire role.

• Handle 50-60 inbound calls per day as a phone service representative
• Answer incoming questions and requests related to a new system implementation
• Provide branch associates with clear information, friendly support, and reliable solutions
• Educate callers on new systems and technology being rolled out across the firm
• Meet established call quality and efficiency expectationsli>
• Partner with teammates to provide coverage and support as needed
• Participate in monthly department meetings and periodic training sessions
• Work in a fast-paced, high-volume contact center environment

• At least 3 years of call center experience (5+ years of total professional experience preferred)
• Proven experience in a high-volume contact center - this is a must
• Comfortable learning and working across multiple technology systems
• Ability to handle difficult conversations with patience and professionalism
• Ability to explain complex information clearly to a non-technical audience
• Strong learning agility - you pick up new systems and processes quickly
• Strong verbal and written communication skills
• Highly organized, detail-oriented, dependable, and punctual
• Sound judgment, decision making, and conflict resolution skills
• Ability to multitask and stay calm under pressure
• Comfortable spending the majority of your day on the phone
• Solid computer skills, including Microsoft Office and web-based applications
• Proficient typing skills
• Minimum of a high school diploma

• Background in financial services, banking, or credit unions
• Exposure to a contact management or CRM system (Salesforce is beneficial but not required)
• College degree is beneficial but not required

• Get in on the ground floor of a firmwide technology rollout and become a go-to resource for the people using it
• Onsite training gives you real ramp-up support before moving to remote work
• Consistent daytime schedule with no expected overtime
• Fast-paced, team-oriented environment where your work directly supports the branch network