Success for the CSR Includes :

• Achieving the responsibilities outlined in the company plan by :
• achieving budgeted call goals while converting 85% of calls to booked appointments and having no more than 8% cancellations.
• making outbound calls as needed to fulfill personal and company call goals.
• answer phones within 3 rings always.
• delivering 5 Star client satisfaction .

CSR Duties :

Assisting in taking all incoming client calls, recognizing that this is where the client will form their first impression of the company.

Good communication with the client is essential! Make sure that taking care of the clients takes higher priority than any other task and that the clients are enthusiastic about how they are treated.

Have a courteous and pleasant demeanor whether on a phone call or not. Know that courteousness affects other team members’ spirit.

• Making sure that the phone is answered before the third ring and that the approved company greeting is used each time.
• Follow Customer Care Call Script for quality and efficient responses to customers.
• Perform administrative duties to assist with the overall efficiency of the operation.
• Making absolutely sure that a client is notified ahead of time if the technician is not going to arrive at their home in the scheduled time window and re-scheduling the time to the client’s satisfaction.
• Making sure that Club Membership clients are continually called. Extra scheduled service appointments should be booked to make up for any shortfall of repair calls.

Performing the budgeted number of service and repair calls each day is critical, because residential replacement leads are coming from those calls.

• Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
• Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
• Participate in all company sponsored training classes.
• Maintain a courteous demeanor with customers and associates at all times.
• Maintain a professional image at all times by wearing company approved apparel.
• Abide by all standards of performance and ethics.
• Follow all safety policies and procedures.
• Perform other duties as assigned .
• Obey company Code of Ethics and the Team Rules.

Requirements

CSR Responsibilities

The CSR reports to the Administrative Manager and is responsible for :

To deliver exceptional customer service reflective of company values by ensuring that the first interaction with the customer exceeds their expectations in terms of service quality.

To provide options for service appointments and meet performance metrics required by the company.

Be exceptional at instilling confidence in client and converting a high percentage of inbound call opportunities by overcoming and resolving client concerns over scheduling.

Meet or exceed your personal call goals in order to fulfill company budgets.

Specific Additional Company Tasks to own :

Dispatching the Test and Repair Specialists

Creating needed follow up chat communication with Field Supervisors

Overview

Invest In You! Tri City National Bank is your hometown bank. We believe in putting customers first, building relationships, and fostering a sense of community.

We work in a team environment with opportunities for hard workers to grow personally and professionally. We enjoy celebrating success and great benefits along the way.

Most importantly, we believe superior customer service paired with the right banking solutions help our customers and businesses fulfill their financial dreams, and our communities grow.

Our ideal candidate believes in our mission, values continuous learning, and is comfortable adapting to change. If this resonates with you, apply today and come join our team. #investinyou

At Tri City National Bank come and work for your local Community Bank where you will receive the following great benefits* and invest in you!

• Full Time : 401(k), tuition reimbursement, medical, dental, vision paid vacation and more!
• Part Time : 401(k), up to 20 hours of paid vacation after 6 months and work-life balance!
• No early mornings or late nights.
• Monthly schedule.
• Closed on major holidays.
• Learn about the financial industry.
• Regular feedback with five reviews in the first two years with opportunities for promotions and wage increases.
• Opportunities to give back to the community and make a difference.
• You won't get lost in the crowd... interactions with senior leadership and career advancement potential.

investinyou

Compensation : $16.00 - $20.00 per hour depending on experience.

Responsibilities

• Answer telephone calls referred from the Voice Response System.
• Responding to customers who have chosen the option to speak to an individual from within our automated telephone response system.

Also provides customer support for the Tri City website. Provides backup for the EFD area when needed.

• Respond to e-mails sent by customers through the Tri City website.
• Setup customer enrollments for account access on the Tri City website.
• Provide problem resolutions to callers and Tri City website users.
• Initiate follow-ups for customer situations that cannot be resolved on the first call or e-mail.
• Log Voice Response System activity call content and resolution, and prepare appropriate reports for supervisory review.
• Complete research requests for customers.
• Change and verify rates on the website
• Provide backup to the EFD department when needed.
• Assist with projects as necessary.
• Handle reception calls from locations.
• Open / distribute interoffice mail from locations.
• All other duties as assigned.

Qualifications

• Requires high school education or equivalent.
• Minimum of two years related banking experience or one year of Tri City National Bank customer service experience.
• Thorough knowledge of bank’s deposit systems and their operation. Some knowledge of loan systems and cardbase systems.
• Strong customer service orientation and ability to empathize with customer concerns.
• High degree of enthusiasm for customer contact.
• Excellent verbal and written communication skills.
• Excellent telephone skills and a professional telephone demeanor.
• Excellent personal organization and follow-up skills.
• Basic PC skills, including familiarity with Windows operating systems and MS Office.

SUPERVISORY RESPONSIBILITIES :

None.

EQUIPMENT TO BE USED :

Must be able to operate computer and other basic office equipment.

TYPICAL PHYSICAL DEMANDS :

Requires prolonged sitting. Requires eye-hand coordination and manual dexterity sufficient to operate office equipment. Requires normal range of speech, hearing and vision to record, prepare and communicate appropriate reports.

TYPICAL MENTAL DEMANDS :

Must complete responsibilities in a timely and accurate manner on a regular basis. Must be mentally adaptable and flexible in dealing with a variety of people by telephone and through e-mail in a professional manner.

An Equal Opportunity Employer

Reasonable Accommodation

Must be 21 to enroll in 401(k), and must work an average of 20+ hours per week in order to be eligible for paid vacation.)

We have been engaged to find an Outbound Call Center Representative with a passion for making cold calls and a hunting mindset for net new sales.

You will proactively carry out the sales process to various customers and sell products and services to businesses located within a specific geographic territory.

Outbound Call Center Representative overview :

• Drive revenue value-added revenue within an assigned territory utilizing phone and email campaigns
• Effectively communicate and promote the value proposition focused on our turnkey storage solutions to help increase sales for the business
• Collaborate with branch and sales management to increase overall market share in a designated territory through creating and executing a strong territory plan
• Proactively engages new and existing customers to help build strong customer relationships through prospecting within a designated territory, in-person client meetings, and occasional onsite visits
• Optimize / Negotiate rates and grow revenue by leveraging the full product line of best-in-class products and services
• Responsible for all facets of customer account management aiming to increase yearly revenue for each new and existing customer in a designated territory
• Understand all Essentials Service offerings and any future offerings in order to proactively sell the offerings to customers
• Effectively follow weekly / monthly / annual KPI goals and objectives
• Utilize Salesforce CRM system to track performance and manage customers

Legally authorized to work in the US, not able to sponsor at this time.

Outbound Call Center Representative qualifications include :

• 1+ years of outbound sales, cold calling and emailing
• AS or BS degree is preferred but not required
• Certifications in selling and sales management is ideal
• A consultative, solution selling approach and experience
• Experience and success in a highly goal-oriented setting
• Ability to thrive in a highly dynamic, entrepreneurial, time-sensitive, collaborative environment
• A positive can-do, will-do attitude with a winning mindset
• Ability to thrive in a high-volume, transactional ecosystem
• Experience selling to regional businesses
• Ideal if experienced with Salesforce CRM tools, social media marketing and networking

Industry : Business Development, Sales, Cold Calling, Call Center, Milwaukee

Job Code : j-1486

In this fast-paced, high energy environment where great guest service is essential, how do we ensure that our guests receive the information they need to fully enjoy their gaming experience?

As a Reservation Agent in our call center, you will answer both internal and external phone calls responding to all guest inquires and team member questions.

You will assist guests with making reservations for the hotel and casino restaurants. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.

Principal Duties and Responsibilities (*Essential Functions)

Handle both internal and external phone calls in the call center. Direct calls to appropriate individual or department.

Answer team member inquiries, concerns, and questions in a prompt, and courteous manner.

• Respond accurately to all guest inquires including but not limited to, Bingo session information, customer point tracking, special events, and reservations.
• Assist guests with making reservations, cancellations, or changes to existing reservations for venues including but not limited to hotel rooms and restaurants using computer systems.
• Maintain a working knowledge of hotel and casino facilities, amenities, and room types.
• Work closely with all departments to obtain, review, and confirm daily calendar information, special events, promotions, and upcoming events relevant to all venues.
• Process and distribute all incoming and outgoing mail including but not limited to processing United Parcel Service (UPS) and Certified Mail pieces;

and contact UPS for pick-ups.

• Transport interoffice mail between the casino and hotel as scheduled.
• Compile and send information packets to guests and non-guests as requested. Review and maintain database of current mailing addresses per undeliverable, returned mail.
• Assist with special projects from other departments with the direction of the Call Center Supervisor.
• Perform job duties in full compliance with departmental Internal Controls, policies, procedures, and regulations.
• Perform other duties as assigned.

Job Qualifications

• A high school diploma or equivalent and 6 months previous high volume customer service experience are required. Call Center experience is preferred.
• Office skills must include the ability to use standard office equipment and knowledge of Microsoft Office. Prior experience with data entry and / or casino or hotel management systems preferred.
• The ability to maintain discretion in handling confidential information.
• The ability to interact with guests and team members in a professional manner.
• The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
• While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the office and property for duration of scheduled shift.

The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms.

The team member must be able to operate a personal computer. The team member is required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis and up to 25 pounds occasionally.

Team member must wear all required Personal Protective Equipment (PPE) while performing job duties. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions

The noise level is usually moderate. When on the casino floor, the noise level increases. The work environment is smoke free, when on the casino floor it is not smoke free.

We have been engaged to find an Outbound Call Center Representative with a passion for making cold calls and a hunting mindset for net new sales.

You will proactively carry out the sales process to various customers and sell products and services to businesses located within a specific geographic territory.

Outbound Call Center Representative overview :

• Drive revenue value-added revenue within an assigned territory utilizing phone and email campaigns
• Effectively communicate and promote the value proposition focused on our turnkey storage solutions to help increase sales for the business
• Collaborate with branch and sales management to increase overall market share in a designated territory through creating and executing a strong territory plan
• Proactively engages new and existing customers to help build strong customer relationships through prospecting within a designated territory, in-person client meetings, and occasional onsite visits
• Optimize / Negotiate rates and grow revenue by leveraging the full product line of best-in-class products and services
• Responsible for all facets of customer account management aiming to increase yearly revenue for each new and existing customer in a designated territory
• Understand all Essentials Service offerings and any future offerings in order to proactively sell the offerings to customers
• Effectively follow weekly / monthly / annual KPI goals and objectives
• Utilize Salesforce CRM system to track performance and manage customers

Legally authorized to work in the US, not able to sponsor at this time.

Outbound Call Center Representative qualifications include :

• 1+ years of outbound sales, cold calling and emailing
• AS or BS degree is preferred but not required
• Certifications in selling and sales management is ideal
• A consultative, solution selling approach and experience
• Experience and success in a highly goal-oriented setting
• Ability to thrive in a highly dynamic, entrepreneurial, time-sensitive, collaborative environment
• A positive can-do, will-do attitude with a winning mindset
• Ability to thrive in a high-volume, transactional ecosystem
• Experience selling to regional businesses
• Ideal if experienced with Salesforce CRM tools, social media marketing and networking

Industry : Business Development, Sales, Cold Calling, Call Center, Milwaukee

Job Code : j-1486