Contact Center Rep.

Customer Service Representative

Call Center Customer Service Representative provides excellent customer service while serving as a liaison between customers and all other departments and branches of CNB on incoming calls to the Call Center of City National Bank and Trust Company located in Lawton, Oklahoma.

Responsibilities:

• Achieve and maintain all Call Center goal metrics.
• Complete training on professionalism, telephone etiquette, and OTJ software & achieve 80% or higher passing score on written situational test following training.
• Provide exceptional customer service to resolve customer issues promptly and effectively using proficient communication skills.
• Work effectively under pressure during times of high call volume or when assisting escalated customer situations.
• Comply with banking and departmental regulations, policies, and procedures.

Qualifications:

• Demonstrated aptitude for learning new technology and working knowledge of MS Office.
• Problem solving and conflict resolution skills.
• Flexible in scheduling in order to meet business needs between 8:00 am & 6:00 pm weekdays and 9:00 am to 4:00 pm Saturdays.
• Ability to balance business and customer considerations through multi-tasking.
• Strong interpersonal skills and ability to work alone and with others in a team environment.
• Must have a strong work ethic with the ability and desire to meet goals.
• Professional and adaptable to change.
• Demonstrated positive attitude and willingness to help others.

Education and Experience:

• High school diploma or equivalent required
• Previous work experience in customer service position or one year of college or military education.
• Experience taking Inbound calls in a call center environment is preferred.
• Proficient in office skills, working knowledge of MS Office
• Sales experience a plus
• Bi-lingual a plus

Physical Requirements:

• Constant use of computer screens
• Ability to operate a computer keyboard, use hand to finger, handle or feel, reach with hands and arms, and talk, see or hear
• Ability to sit for long periods of time
• Long periods of typing and repetitive motion
• Close vision and ability to adjust focus

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.