Customer Support Representative

Summary
The Customer Support Representative (CSR) fields questions and concerns of First ACH customers via phone, email, online chat, and fax as required. Support is mostly provided via phones in responding to general customer inquiries, enrollment needs, product information, billing and funding questions, system and password/login issues, and customer complaints. The CSR is tasked with projecting a professional company image through communication and interaction with our customer base.

Primary Responsibilities

• Answer support phone calls, emails, and online chats in response to customer requests.
• Triage calls as first tier response to incoming support requests.
• Provide customers with basic product and service information.
• Identify, research, and resolve customer issues using internal systems.
• Transfer customer calls to appropriate staff as required.
• Make appropriate system updates in response to upgrades and plan changes.
• Follow-up on customer inquires not immediately resolved.
• Research billing, funding, and statement issues.
• Recognize, document, and alert management of trends in customer calls.
• Recommend process improvements.
• Assist in marketing projects as available and required.
• Other duties as assigned.

Additional Responsibilities

• Provide on-the-job training for new employees.
• Assist in documentation of training materials and process improvements 

Knowledge and Skill Requirements

• Basic reading, writing, and arithmetic skills required.
• Computer literate with the ability to learn customer service software applications. Duties require professional verbal and written communication skills and the ability to type 30 wpm.
• Excellent verbal communication skills to include phone presence and commitment to customer satisfaction

Working Conditions

Please email your resume to jobs@firstach.com.